Senior Manager, IT Infrastructure Operations - Percepta

Summary

The Senior Manager, Infrastructure Operations is responsible for the evaluation and implementation of new systems, products and solutions within Voice, Networking, and Systems Technology Infrastructure; reconciliation of all costs and budgets associated with these services and systems and, managing the team which designs, builds, maintains, and monitors the physical and virtual infrastructure of the telecommunications systems, data networks, and all global Percepta systems and servers.

Duties and Responsibilities

• Mentor, coach, and train new team members
• Manage new project launch tasks related to infrastructure teams
• Interface with clients and executive leadership team (ELT) on incident or request status or inquiries
• Partner to troubleshoot and work with team to correct issues or outage situations
• Assist in response to request for proposal (RFPs)/ request for quotes (RFQs)
• Maintain and manage vendor contracts and Service Level Agreements (SLAs)
• Represent technology during project design and creation
• Responsible for adherence to Change Management process and deliver outage reports
• Emergency response and resolution to technical problems in partnership with Service Desk
• Coach and mentor employees; hire, train, write and deliver performance reviews
• Technical Manager able to mentor and assist in Tier 3 support and escalation of the respective team areas.
• Ensure policy creation, documentation and enforcement
• Participate in billing and budget reconciliation
• Research and design of new technology solutions and offerings

• Ownership and primary responsibility for ensuring the overall health and reliability for:

• Active Directory Engineering and Security

• Cisco Nexus network infrastructure

• Data circuits, routing protocols, and firewall infrastructure

• Virtualization technology for Network, Server and Desktop Infrastructure

• Cloud Services Infrastructure Management (AWS, Azure, GCP)

• Linux Server platforms

• SAN and related Storage Infrastructure

• Backup and recovery systems

• Miscellaneous other hardware, software systems and platforms

• Supervise the team supporting:

• Percepta's email and related Office 365 services

• Enterprise Telephony

• Quality Monitoring systems

• Manpower Planning systems

• Call Management Systems

• Video Systems

• Intrusion Protection and Detection Systems

• Other technologies as required

Education

•University Degree in Computer Science or equivalent and relevant industry experience.

Experience

•Minimum 7 years management experience of a technical staff including hiring, corrective action, managing leaves of absence, termination and delivering performance reviews

•Minimum 7 years' experience in Technology Operations with technology design, configuration and maintenance

•Minimum 3 years' experience with billing reconciliation.

•Minimum 3 years' experience with Cloud technology platforms (AWS, Azure, GCP)

Skills

•Must have strong decision making and leadership skills

•Must have a strong level of initiative and be assertive

•Must be able to work independently, be tactful and accountable for one's actions

• Computer skills: Active Directory, Cisco Nexus, modern firewall solutions, Virtualization (VMware, Xen, etc), Cloud Services (AWS, Azure, GCP), Linux Server (SUSE, Debian), Data Visualization Tools (PowerBI, QuickStart) Storage Area Networking (SAN) and Cloud Storage, backup and recovery solutions

•Knowledge of and the ability to design and implement the physical support structure necessary to support technology applications and infrastructure

Other

•Some travel required

Direct Reports

•4 Manager, Systems Engineering & Operations

•1 Senior Network Administrator

•1 Sr Telecommunications Engineer

Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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