The Global IT Applications Infrastructure Manager’s role is to effectively manage and maintain business critical application platforms to the business, in the company’s Global Application Portfolio, managing a team of multi-skilled, geographically diverse engineers and coordinating activities with the global and regional IT organization.
Detailed Summary / Task(s)
? Ensure that the Team deliver a “customer first” service & support mindset, from initial client contact to closure for all incidents, requests and deliverables.
? Manage the Team’s day to day schedule to ensure efficient staffing levels at all times in order to meet the demands of the business.
? Enable and support training, coaching and mentoring of team members and provide regular feedback to ensure continuous improvement of the overall support service
? Manage a close working relationship with other technical and regional leaders of the IT organization which should include owning and handling escalations with different technical teams and provide continuous feedback & communication to enable improvement of processes
? Track and analyze trends in Service Requests and Incident Reports, review resource requirements and provide recommendations to Head of Delivery about possible changes in needs to continue to deliver a World Class delivery service.
? Actively participate in filling vacant positions, perform interviews and applicant screenings as required
? Develop strong technical knowledge in the areas of specialization with underlying technologies (including but not limited to database management, communication protocols, etc) to be able to manage escalations to other IT departments and/or 3rd party vendors
? Ensure processes are followed and company standards are applied throughout all the workflows – included but not limited to new system deployments and BAU requests demanding Changes either in Software or Hardware infrastructure
? Give input to Root Cause Analysis carried out upon business request and give input to the internal Problem Management process ensuring engineers proactively feed their findings and work closely with other IT teams towards permanent solution to prevent further production impacting incidents
Qualifications / Knowledge and Experience Education:
? High school Diploma/University Degree in Computer Science or Technical High School Diploma/University Degree
? ITIL certifications are a plus Required IT knowledge:
? Good understanding of the process of deployment and support of complex Enterprise level application solutions and their infrastructure which should include but not be limited to; o Configuration and maintenance of common Microsoft server products (Windows Server family / SQL Server / IIS) o Data warehousing technologies, data center and storage solutions o Sound understanding of ACD / Call switching integrated ERP/CRM solutions and their reporting needs o Experience with setup and troubleshooting of server/desktop hardware and software o Experience to maintain, manage and enhance mission critical applications’ support in Windows AD environment with Unix servers integrated into it o Advanced knowledge of MS Office applications and Google Docs (Sheets, Words, Slides) Other expectations:
? 5+ years experience in advanced level IT support activities
? 3+ years of leadership experience
? Fluent in English (verbal and written)
? Strong communication and negotiation skills
? Possesses excellent conceptual and analytical problem solving skills
? Must be details oriented, able to work and act independently
? Capable of breaking down complex activities into independent tasks
? Able to delegate and follow-up tasks in larger volumes
? Organizational and analytical skills
? Off hours availability
|Job Category||Information Technology (IT)|