Manager IT Infrastructure
2 days ago
Job profile: General India Shift with 2 hours of overlap with US Leads and develops a 24x7x365 team of India based IT technical resources providing onshore and offshore support for India and US based user and systems support. Hires, evaluates, and counsels staff. Provides guidance, training, and motivation to develop staff. Sets performance standards, reviews performance, provides feedback, and recommends salary actions in accordance with HR policies and procedures. Coordinates heavily with US based project and resource managers to ensure resource and support requirements are met in a follow the sun Enterprise Support model. Responsible for building a framework to provide follow the sun operations and daily operational handoff between US + India with no degradation in services. Collaborates with business partners, technical consultants, IT suppliers and vendors, and business areas to accomplish business objectives. Coordinates with US based peers on daily activities of the Infrastructure and IT service desk teams; upholds Availity standards/policies, oversees work management/prioritization, resource load and issue escalations. Owns India assets inventory, India based spend and be the primary contact for India IT vendor management. Participates in the development and management of the department budget. Manages the planning and implementation of projects, including the project schedule, resources, reports, and communication of project status. Develops and implements changes to department policies and procedures to meet changing business needs. Identifies opportunities for continuous improvement. Leads quality initiatives to improve the delivery of service levels. Works with Principal and senior management in the planning, development, and execution of short- and long-range goals.
Requirements Bachelor's degree or equivalent work experience; 10-12 years experience in IT Infrastructure & application management; or equivalent combination of education and experience 2+ years managing global IT support and/or technical engineering teams with resources having heavy interaction with onshore / offshore follow the sun processes and procedure. 4+ Years of leadership experience Experience leading and managing IT projects and rolling out IT systems and services across various technology platforms Experience managing multiple teams supporting on-premises and cloud-based technologies for various Application, Middleware, and Infrastructure services. Experience in IT vendor/supplier management and procurement Experience with IT budget management and Asset lifecycle management processes and tools Preferred Experience in utilizing ServiceDesk technologies for work organization, incident management, issue analysis and tracking, preferably ServiceNow. Planning, organizing, and managing work in an Agile Scrum work model utilizing Sprint and Kanban processes. Experience building global support models utilizing onshore and offshore technical resources with the ability to retain a high quality team. Experience transforming traditional Infrastructure teams to utilize DevOps and Infrastructure as code concepts and tooling. Experience with ITIL and IT Service Management
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