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