IT Infrastructure Manager

Key ResponsibilitiesProduction Support End User Support: As needed, provides 24*7 global support of critical systems in a rotating On-Call environment Consults on investigation of root cause analysis for some Critical, or Repeat incidents May engage with vendors where needed on complex incidents within the domain Create and Maintain Systems Documentation: Provides consult in crafting user guides/job aides and facilities training of the other members of the team Systems Lifecycle Management: Provides guidance on bug fixes or critical updates that need to be applied urgently and assists in coordination and implementation of such updatesCreate, Maintain and Report KPIs:

Assesses reporting gathered by the team and looks to trends that could lead to large corrections, updates or new POCs being brought in to help unfavorable KPIs. Collaboration with other technical service teams to manage, maintain, and resolve complex IT services: For Critical or more complex issues, participates in collaboration with peers to resolve cross -domain infrastructure issuesTechnical Service Ownership: For Critical or more complex issues, acts as an escalation point on troubleshooting performance issues and outages, and proactive problem identification and remediation Solution Design Enterprise solution definition:

Works on projects that include process components and not just IT systems. Able to translate business requirements into technology solutions Ability to influence others to collaborate towards a single design Solution Implementation: Resource for implementing agreed upon design in alignment with business or app needsEnsures documentation of test and contingency plans as needed for implementationOutlines support and sustainment model for service(s) being implemented Technical Design: Includes detailed technical design components needed for implementation Defines documentation of design in alignment with requirements gathered (this can be everything from an app flow to physical design. . .

and everything in between) Leads the identification of new services needed (if necessary) to fulfill design and depict rationale for unique use case, POC for validation, etc. Requirements Elicitation: Leads eliciting & documenting requirements from all stakeholder communities (business & IT) As necessary, translating into a service catalog design components, financial estimates and schedulesIterative Solution Design/Prototyping:

As requirements may change, support need in alignment with standard design and implementation patternsInitiates POCs with vendors on solutions that are spawned based on new needs (business, app or tech stack initiated)Provides technical expertise outside of primary domain and works closely with technical architects as a SME on designs for new innovations Helps to outline support and sustainment model for service(s) being implementedProvide guidance on implementation through the lens of Operational SustainabilityRequirements: 7+ years of relevant experience in system/network/security areas.

Knowledge, Skills and AbilitiesExpert technical acumen in domain(s) as Lead Systems EngineerAbility to lead POC efforts in support of organization Technology needsCapable of defining a technology roadmap and influencing product roadmaps for vendorsFamiliarity of business process design and ability to propose process improvement initiatives.

Ability to use knowledge, sound judgment, and resourcefulness to support the design and deployment of global technology solutions Strong oral and written communication skills enabling the persuasive presentation of proposed solutionsBuilding on foundational skills to automate annual processes and growing technical acumen in roleAbility to balance multiple priorities and meet deadlinesProvides technical leadership and serve as a mentor to junior members.