Job Description
Essential Job Functions:
Technical Expertise:
Proficient in handling complex technical concepts, use of software tools and technologies, and strong in enterprise client/server and system engineering concepts and applications
Understands diverse infrastructure systems & services within enterprise environments, how they interconnect, and the ability to deliver continued service
Possess strong knowledge of diverse enterprise system environments, client/server architectures, endpoint solutions, and various hardware & software compatibility requirements
Experience in troubleshooting & resolving technical issues, system processes, and ability to understand and implement client requirements
Ability to effectively discuss technical details and issues with technical professionals and non-technical personnel
Proficient in asset management and lifecycle strategies and procedures, strategic asset and financial planning, and hardware & software replacement planning and procedures
Excellent working knowledge of hybrid, cloud, and on-premises environments, server & endpoint hardware and software technologies, and network & telecommunication systems
Solid experience with Microsoft Active Directory domains & environments, Azure & O365 administration & licensing, and AWS environments
Strong analytical skills to understand business processes and identify opportunities to improve processes through technology
Management Skills:
Ability to communicate effectively with internal and external stakeholders, contributors, and business leaders
Effectively manage customer and vendor relationships and accounts
Understand business requirements and its relationship to IT solutions & service delivery, project plans and budgets, and leads project & resource management to ensure timeliness of deliverables
Analyzes statistical data and trends, reviews current and future functional business needs, and recommends technology infrastructure upgrades, improvements, and changes
Ability to effectively manage diverse technologies, technical teams and staff to success
Ability to manage multiple workloads and priorities, provide clear direction and expectations to contributors, and provide effective leadership to meet goals and objectives
Perform effective time management, delegate and allocate responsibilities efficiently
Positively manage personnel and COE teams, personnel conflict resolutions, develop training and career enhancement plans, manage staffing and shift requirements
Ability to effectively communicate to stakeholders and manage teams and personnel during service impacting events to restoration, gather & present factor impacting the business, and provide improvement action plans
Participate in IT strategies & planning with leadership teams
Leadership Skills:
Effectively lead COE teams and inspire others to achieve goals through innovation, quality and excellence, instill excellence and the standards for others to follow and achieve
Ability to identify and leverage the strengths and weaknesses of COE team members for successful deliverables
Apply constructive resource management skills and ability to address complex and sensitive issues to a successful outcome
Encourage COE team interactions and conversation engagement, solicit feedback and ideas, boost employee motivation, and recognize personal and team contributions
Ability to match project and task opportunities to teams and personnel to foster maximum development potential
Foster and promote teamwork, career progression, training to improve skillset, knowledge, and contribution to the teams overall experience and success
Specific Competencies & Requirements:
Working knowledge of compliance initiatives, to include but not limited to PCI, HIPAA, and ITIL
Possess excellent oral & written English communication skills
Possess excellent problem-solving and organizational abilities
Possess effective interpersonal skills
Support IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) philosophies and approaches
Responsible for personnel and team management, hiring practices, and training within the COE teams
Analyze team support service levels and performance statistics against customer support requirements to document attainment of service level agreements
Ability to work independently and be results oriented
Ability to effectively work with people from different disciplines with varying degrees of technical experience
Ability to manage project implementation teams and individuals and monitor the deliverables of each team to ensure milestone and on-budget completion
Additional Requirements:
This position collaborates with local, remote, and overseas employees
Work core schedule of Monday - Friday, 8 am to 5 pm with the ability to regularly work outside of the core schedule including nights & weekends
Ability to occasionally travel is required
Additional duties as assigned
Required Education and Experience:
Bachelors degree in computer science or related field or related experience
Minimum of five (5) years of experience within Information Technology
Minimum three (3) years of hands-on experience with infrastructure environments, hardware, and software systems
Experience in the most current technologies and products used in the industry
