Endure Technology Solutions
3 to 5 Year(s)
The Infrastructure Operations Manager will be directly responsible for running three offshore L1 support teams with a focus on delivery of exceptional value for our internal and external customers. This position is tasked with driving continuous improvement for all operations teams, elevating the skills and capabilities of the team members and ensuring SLAs are adhered to. The Infrastructure Operations Manager will be a key member of the Infrastructure Operations team and will report directly to the Director of Infrastructure Operations.Position Responsibilities:Conduct Daily, Weekly, Monthly and Quarterly meetings with the Offshore teams.Manage and Prioritize Daily workload in the Jira ticketing system.Responsible for maintaining the Knowledge Transfer PipelineDrive the continuous improvement process for all Operations teams.Produce reports on team performance and metricsProduce reports on systems and performanceEnsure that all teams are adhering to SLA'sManage our Service Life Cycle ProjectManage/Standardize our Confluence document repositoryEnsure all operations teams follow policy and proceduresCreate/Update/Improve operational policies and proceduresOther tasks as assigned.Manage Offshore teams in ECEnsure foundational tools are operated and maintained for accuracy and performance.Manage Sendword Now ToolsManage Pager DutyParticipate in the planning and execution of Infrastructure projectsHelp build required skills/techniques within our operational teamsInterface with IT and business customersAct as primary incident commander for Major IncidentsCreate detailed Postmortems for major incidents focusing on improvements to prevent reoccurrenceThe candidate must possess the following skills, experiences and qualities:3 years of managing an operations teamWorking Knowledge of Database systemsWorking Knowledge of Application supportWorking Knowledge of Unix & Windows operating systemsWorking Knowledge of Monitoring and Alerting workflowWorking Knowledge of Agile methodologiesWorking Knowledge of ITIL frameworkStrong interpersonal, written and verbal communication skillsStrong problem solving and analytical skillsDemonstrated ability to work well on collaborative, cross-functional teams.Solid interpersonal skills with ability to work effectively with people of all levels of information technologyExpertise with a wide range of constituencies and organizational relationshipsBachelor's Degree in Computer Science or relevant work experience preferred