Sr. Manager

Areas of Accountability

• Incident Management, Problem Management, and Change Management
• Service Desk/Support Incident/Problem/Change management functions for the OpenX production platform and related services Support Corporate IT services in a product/tech company
• Vendor Management - measure/manage SLAs and quality of services
• Build/maintain technology Services Catalog
• Develop, maintain, and improve corporate IT infrastructure, assets, and overall IT strategy for Hardware, Software, Enterprise Systems, Information systems, communication systems, and IT security topics

Responsibilities

• Experience with Global Organizations and track record of implementing 24/7 and Follow-The-Sun models, across multi-tiered environment (Tier 1 - 2 -3) 
• Hands-on infrastructure experience on public cloud platforms (GCP) is highly desirable 
• Mentoring, Performance Management, conflict resolution, and career development of staff to maintain highly motivated and engaged employees.
• Develop, implement, monitor, and improve Operational/Service Level Agreements
• Leads team to organize, prioritize and document tasks and projects; ensures due dates are met.
• Ensure that teams adhere to ITSM processes including problem determination, troubleshooting processes, ticket creation, timely and detailed ticket updates, escalation and notification processes, and closure.
• Run postmortems, lessons learned, and follow through on problem management aspects
• Run Change Control function (via CAB or similar governance framework)
• Collaborate with internal cross-functional teams and external technology partners to prioritize, estimate, and complete projects in support of the business.
• Manage, develop, and improve corporate network & system architecture to ensure state-of-the-art, effective and efficient applications and setup - this includes all cloud services as well as on-prem setups
• Work closely with company’s security manager to ensure best practices and setup of effective network security
• Develop, manage, and improve an effective and efficient user access management tools and practices
• Maintain, improve and manage corporate IT infrastructure and asset management to support corporate targets (e.g. laptops etc.)
• Identify the need for upgrades, configurations, or new systems, features and applications associated with corporate IT infrastructure and services.
• Maintain, develop and improve on performance measurements for network, system architecture, down-time, utilization rates and overall performance of resources, systems and tools to support company targets

Requirements

• 7 to 10 years of overall experience. 5 to 7 years of IT Management experience. Exposure to NOC, App Support, ServiceDesk, and ITSM is highly desirable
• Knowledge of state-of-the-art methodologies such as CoBIT, ITIL, ISO27001, ISO15504 or similar
• Familiarity with Atlassian suite of products (Jira Software, Jira Service Desk, Confluence etc..)
• Expert knowledge in OKTA, GroupID, Google Workspace, Jamf, ABM, Intune, and other user management tools
• Expert knowledge of different cloud providers (Google, AWS, Azure) including management, integration and architecture of thereof
• Self-starter with the ability to independently identify and act on areas of improvement
• Ability to rapidly learn and understand new systems
• Ability to communicate effectively and write accurate, clear documentation
• Knowledge in networking and MFA integration with applications
• Must be willing to occasionally travel to domestic and international office locations.
• BS in computer science or equivalent
• Humility and Integrity