Manager - Infrastructure Support

What You’ll Do

• Stays current with industry trends in information technology advancements.
  

• 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.
  

• 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