Manager - Infrastructure Support

Job Title

The primary function of this position is to manage overall operational excellence of the IT Zone support team including leaders of people for EIIC. Manage and coordinate escalations across various global product teams, accountable for Zone related escalations, and lead global improvement initiatives. Responsible for support team allocations to sites, provide insight on capital spending and expenses to sites, provide budget, forecast and ensure actual spending. May include oversight of multiple countries within Zone.

Tools/Technology - Stays current with industry trends in information technology advancements.

Process - Day to Day IT ownership for site(s) within their zone and is the escalation point of contact for infrastructure needs and issues. Accountable for site related critical/high incidents.

Provide guidance for more complex issues. Responsible for site operational excellence, site health & site customer experience. Ensure adherence to IT strategic plan.

Ensure appropriate deployment of standard ITSM processes of change management, incident management, problem management and project management to drive efficiencies, improve customer satisfaction and drive compliance with operational metrics. Partner with asset management in procurement, inventory as well as the overall client lifecycle. Ensure software standards and license compliance. Responsible for meeting all financial commitments as prescribed by the organization. Provide insight on capital spending and expenses to sites, provide budget, forecast and ensure actual spending. Advocate, influence, and assure compliance to IT standards and policies.

People - Lead a technical team within a Zone including leaders of leaders; provide guidance on strategy and finance. Partners with BRMS and Product Owners to ensure support for site needs. Manages user experience and satisfaction at Zone level. Coordinate with other IT teams as needed and required. Influence customers to drive IT standards and foster the education of customers with each interaction. Share information about best practices with end users to increase user satisfaction and productivity.

Qualifications:

• Bachelor degree
• 10 years and above

Skills:

Hardware - PC's, laptops, mobile devices, PC peripherals. Excellent knowledge of other IT infrastructure (network, servers, storage, phone systems). Excellent knowledge of OT/MES/I4.0. Excellent understanding of business process in OT/MES/I4.0. Miscellaneous equipment used in manufacturing locations such as bar code scanners, specialized printers, industrial PCs, RF Scanners, etc. Ability to adapt and learn; to support complex IT environments that may contain various operating systems, desktop, network, phone, and mobile technology. IT Service Management (ITIL) - Asset Management, Incident Management, Request Fulfilment, Problem Management, and Change Management. Ability to lead IT initiatives across the organization.

Excellent communication skills. Good English skills. Working collaboratively. Excellent team player and ability to facilitate.