IT & Infrastructure Lead

OverviewMain Purpose

Leads the execution of the global operations model for end to end IT support, implementing best practices on support services delivery.

Covers compliance of service level agreements with extended teams and business end users. Coordinates and prioritizes the support work, ensuring alignment between all IT service areas (Global and Sector) for a proper resolution on any critical and non-critical incident reported by the user's community.

Drives the proper services process follow up and execution ensuring users and service areas are processes compliant.

Responsibilities

IT OperationsContribute ITOPS information and recommendations for strategic plans and reviews, preparing and completing action plans, productivity, cost efficiencies, quality and customer-service standards, resolve problems, awareness and complete audits and identify trends.

Review daily, weekly and monthly dashboard services.

Prepare and review all Service Level and Operation Metrics and KPI scorecards for service delivery with extended teams.

Prepare and share reports to ensure optimal performance and maintain records of service level agreements for business units.

Review and provide insights with extended teams to ensure efficient maintenance and compliance to all disaster recovery plans to accomplish control and Risk Management process and procedures.

Assist operational and technical staff to check and ensure resolution of all issues to achieve all objectives for stability and service improvement.

Business engagement review to determine availability from all market IT services (Applications, Network, Servers, End user devices and facilities).

Review, complement and maintain all ITOPS processes according to ITOPS Gold standards.

Stakeholder's ManagementParticipate and manage all communication end to end working with extended teams.

Role acts as the escalation point for all IT operation issues such as delayed incident closure and request fulfillments; measures vendor performance in the BU and actively drives performance issues with vendor management.

Role proactively monitors customer satisfaction to ensure services are provided per contract terms and customer expectations; develops and implements plans to improve customer satisfaction including training and capability programs.

Role communicates to customers, senior management, stakeholders, and vendors project status, IT operation KPIs, and notifications such as planned outages and critical incidents.

Financial ManagementPartnership with extended teams for add/retire/transfer services to and from other service providers, decommissioning and discontinuation of services, applications or other service components that affect/modify new run, trade off, baseline, AOP, for ITOPS Baseline.

Provide and assure IT Financial management reviewing, auditing and making recommendations together with IT Finance for control costs and budgets.

Build forecast requirements with extended teams, preparing annual budget, schedule expenditures, analyze variances and initiate corrective actions to assure AOP and baseline including local asset management aligned with procurement.

Asset ManagementWork closely with the Assets Management and extended teams to perform analysis of our inventory and ensure we are utilizing our inventory effectively, purchasing the right equipment, maintaining solid inventory data and reduce license footprint.

IT Controls/Audits ManagementRole is responsible for ensuring compliance with the IT controls; leads testing, reporting, and monitoring of controls; proactively develops and implements plans for remediation where needed.

Role partners and supports audit teams when required.

QualificationsBachelor degree in Engineering or Computer Science.

10+ years of experience in customer facing service delivery and operations.

5+ years' experience working on large scale projects as well as handling day-to-day operational requests from the business.

5+ years' experience in IT service management, process improvement, project management, and/or program development.

Strong communication and interpersonal skills.

Stakeholder and vendor management.

ITIL foundation certified with at least one intermediate certification.

Extensive background in measurement of IT, services, deliverables and inputs.

Strong Problem Management Skills.

Understand the basics of the technical aspects of problems to serve as the translator between the business and IT.

Thorough understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages including but not limited to Incident management, Problem management, change management, Configuration management, Knowledge management, Availability management, Continuous improvements, Service reporting and KPIs to improve incident resolution and customer service standards.

Solid hands-on/technical knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, Core Networking and Server infrastructure, Storage, Cloud Services, Video Conferencing fundamentals and printing.

Must have some level of technical knowledge, important to know where to access that information, understand the business and be able to identify the subject matter experts in each area of the business and the IT department.

Ability to work and team effectively with IT OPS & extended groups and other management.#J-18808-Ljbffr