Job Responsibilities
- Develop resource plans to support new service introduction schedules and transfer ownership
- Uses system process analysis tools and methods to analyze and document business processes and metrics and identify improvement opportunities to streamline and automate processes and functions
- Produce reports, analyze data and consults on business cases
- Writes service documentation based on operational requirements
- Validate operational readiness to include, but not limited to, requirements, design, event engineering, testing, documentation, training, tools, change management, service level agreements (SLAs), service assurance policies & procedures, escalation procedures, and disaster recovery & business continuity
- Establishes and implements compliance management processes and methodologies to ensure new products and services are delivered on time, within budget, adhere to high-quality standards, drive standardization and exceed customer expectations
- Reports and Measures operational readiness and compliance toward goals and objectives
- Lead the infrastructure implementation programs including major and regular patching and upgrade initiatives to drive latest technology stack and platform health
- Lead the Resiliency strategy and execute continuous improvement actions for Zeal
- Act as the primary point of contact for infrastructure projects in the region
- Manage projects within the portfolio as needed
- Manages the maintenance of templates for servers and shared services and population of these templates to create shutdown/startup instruction sets and infrastructure t-minus, t-zero, t-plus and back out tasks
- Provides input into sequencing of activities across all applications, servers and shared services comprising each migration bundle
- Provides direction to the Third-Party Remediation Team
- Review and analyze IT health status reports from clusters and develop action plans to address any identified issues.
- Ensure timely reporting of Service Level Agreements (SLAs) and operational Key Performance Indicators (KPIs).
- Act as a liaison to support Service Operations and handle day-to-day ground changes and requests related to end-user computing needs.
- Report directly to the Global Managed Service Director and work closely with the team for Service Operations delivery.
Desired skills include:
- AIX/Solaris
- AWS/Cloud technology
- Veritas cluster and VVR
- Veritas volume manager
- Creating & running administrative language scripts
- Active Directory and exchange
- LAN concepts with experience with leading technologies
- Proven ability to lead complex troubleshooting sessions involving multiple data centers, multiple network segments, multiple technical disciplines (server, network, app), and interface to external clients
Requirements / Qualifications
- Bachelor's degree in Computer Science or a related field.
- Minimum of 10 years of experience in Infrastructure Management (Operations) in areas of System, Deskside, Service Desk, Network, and Security (Cyber).
- Familiarity with IT Service Management (ITSM) processes.
- Must have ITIL Foundation certification.
- Experience in Project Management and stakeholder management.
