Manager, IT Infrastructure & Operations

This role will have the responsibility of providing hosting operations support for the APAC managed on-prem and cloud infrastructure. The role will manage a team of 4 located in India, Australia, and China. Cloud certifications and strong cloud experience is a must.

The APAC IT Infrastructure Manager responsibilities include:

• Builds and maintains strong relationships, acting as a liaison between internal staff and the BU internal customers

. Provides transparent communication on both a strategic and an operational level to BU and GBS personnel

. Provides leadership to APAC Global Hosting personnel (both internal and third party) in the performance of operations and support to include configure, deploy, support and troubleshoot related responsibilities

. Refines and approves Standard Operating Procedures (SOP'S) for traditional and cloud operations.

. Provides input and builds out the service catalog to better meet business needs

. Develops, shares, and leverages best practices across the Global Hosting organization

. Monitors the effectiveness of the delivery of APAC Global Hosting services using metric based KPI's and implements process revisions to drive continuous improvement.

. Works with GBS peers and Divisions on annual Technology Planning Process (TPP), and divisional VSPs, GBS VSPs and budget

. Assures It Operations Support services are reliable, efficient, and resilient in response to business needs

. Implements common ITIL/ITSM processes as defined by the ITSM Process management team

. Facilitates a capacity planning process to align traditional and cloud capacity with Business Unit demand and identify consumption reduction opportunities to minimize costs.

. Ensures Standard Operating Procedures and deployed configurations are consistent with security policies and high availability service level objectives.

. Provides for accurate and complete configured item data within the appropriate tooling

. Vendor and 3rd Party Supplier Engagement:

o Interfaces with vendors to establish IT Operations services for cloud environments

o Monitors SLA's and IT Operations engineers performance in delivery of assigned tasks

o Provides guidance in the development and refinement of Standard Operating

Procedures used to deliver Global Hosting services

What You Bring To The Team -

• Passion and Energy to rally a team to turn a vision into a reality
• Empower the team to understand and be comfortable with failing fast and learning from failures to fully realize and maximize innovative spirit of the team.
• Establish decisive decision making utilizing strategic thinking and guidance from stakeholders and teams utilizing and supporting services
• Establish strong focus on ensuring services can be effectively delivered
• Customer-focused mindset - Drive the team to work together to solve real problems for our customers and users
• A strong focus on the details, by coaching and influencing the team to pay attention to the details
• Have an eye for how to market the services properly and effectively to our customers and other key stakeholders
• Bring focus on identifying, building, and effectively tracking efficiencies, via metrics, for enterprise services
• Working knowledge of project management

Strong experience with cloud operations