Sr Mgr Infrastructure Service Delivery
| Company | HCSC |
|---|---|
| Location | Chicago, IL, USA, Richardson, TX, USA |
| Salary | $110000 – $198600 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor degree and 5 years in Information Technology or 11 years Information Technology experience.
- 5 years in IT Infrastructure and Operations management and/or leadership.
- Experience in ITIL v3 framework.
- Experience in ITSM systems.
- Customer service oriented.
- Adaptability and ability to introduce / manage change.
- Drive conflict management in high pressure situations.
- Performance / metrics-driven decision making.
- Problem solving / analytical thinking.
- Experience in supplier management.
- Decision making and negotiation.
- Employee development.
- Incident management.
- Problem Management / RCA.
- Knowledge of Data management and BI tools with Power BI, Alteryx, Tableau, Cognos, DataStage.
- Data warehouse with Teradata and Azure Synapse.
Responsibilities
- Leading Engineering and Support of all non-production and production environments in the area of Business Intelligence, Data Governance, and Teradata DW.
- Managing a group of 10 engineers in the data management area plus daily MSP operations activities including L3 on/offshore support model.
- Driving the use of analytics to improve service, availability, and customer interactions.
- Driving incident resolution and issues escalated by vendors.
- Navigating across the enterprise with peers and leadership team and influencing strategic decision-making for positive impact.
Preferred Qualifications
- Bachelor degree in Information Technology or Engineering.
- Continuous improvement.
- Knowledge of required technologies (including 3rd party solutions).
- Oral/written communication skills.
- Experience with Service Desk technologies (e.g. self-service / automation technologies).
- Experience with Operations Center technologies (e.g., monitoring and event management, job scheduling, infrastructure device installation and configuration, technical troubleshooting).
- Experience with EUC / Collaboration and Executive Support technologies (e.g., mobile devices, VDI, Integrated App Stores, email servers, IM, Presence, Integrated Web, Audio, Video, SharePoint and Document Management).