Infrastructure Operations Manager

REQUIREMENTS & RESPONSIBILITIES:

• 15+ years of experience in IT industry

• Manage team of System Administrators and Engineers to meet business goals around defined responsibilities.

• Manage the maintenance and day-to-day administration of enterprise IT systems and infrastructure per business requirements and industry best practices.

• Responsible for ongoing maintenance and monitoring of systems to achieve 99.9% uptime SLA.

• Responsible for the execution of Incidents, Service requests, Changes and Maintenance activities within defined SLAs.

• Coordinate maintenance and monitoring of infrastructure with Infrastructure Architecture teams.

• Contribute to the ongoing development and improvement of infrastructure monitoring systems.

• Experience in administrating and supporting backup systems, directory services, messaging systems, and other IT enterprise systems

• Experience in maintaining and supporting Windows and Linux operating systems

• Experience in administrating and supporting server virtualization & enterprise storage systems.

• Experience in administrating and supporting network devices including switches, routers, and firewalls a plus

• Experience in using and developing enterprise system monitoring tools for operational teams

• Create, review, and approve documentation including SOPs, Runbooks, KB’s, etc. as required.

• Participate in routine health checks and audit of systems to report on usage and identify service improvements.

• Participate in ISMS and customer audits, and provide evidences as required for scope of responsibilities.

• Assist in managing vendors and vendor contracts that are applicable to maintenance and support.

• Work with Infrastructure Architecture and Project Management teams in handover of ongoing operational activities from projects.

• Work with and collaborate with Service Delivery and Application Support teams as required.

• Coordinate training and cross training of teams as required to provide operational support.

• Provide technical leadership to Services Administration team and foster a highly collaborative and team-oriented approach.

• Provide team leadership in coordinating work within a multi-cultural and multiple time zone team

• Identify areas where operational efficiencies can be gained by documenting routine procedures.

COMPETENCIES:

Ability to work as part of a global team and collaborate with other team members in different time zones and different cultures.
Self-motivated individual who can work independently and as a team manager and prioritize workloads.
Ability to lead a team in operations and project tasks.
Excellent verbal and written communication skills.
Bachelor’s degree in information systems/computer science or equivalent experience
ITIL Foundations certification is a plus