Job Summary:
The Infrastructure Operations Manager for Global Hosting and Data Centers America will oversee and optimize hosting services across multiple data centers in the U.S.A.
This role involves direct interaction with managed service providers, ensuring the strategic direction and efficient management of operational activities.
The incumbent will serve as a key liaison between our Client and its service providers, responsible for maintaining operational excellence, adherence to ITIL processes, financial management, and driving continuous improvement initiatives, encompassing both SAP and general hosting and cloud duties.
This is a hybrid role, working from home and on site at our DataCentres when required.
The job specification outlines the primary responsibilities and qualifications required for the Infrastructure Operations Manager role within the Global Hosting and Data Centers America team, encompassing both SAP and general hosting and cloud infrastructure duties.
The incumbent will play a crucial role in ensuring the efficiency, reliability, and security of our Client's hosting and cloud operations, supporting the company's business objectives.
Key Responsibilities:
Serve as a point of escalation for resolving complex issues and requests from the business community, especially pertaining to incident management processes across all hosting and cloud services.
Lead change management approvals within the environment, ensuring minimal disruption to operations for both SAP and other hosted services.
Oversee and ensure the effectiveness of ITIL processes including Service Catalog Management, Availability Management, Capacity Management, Service Level Management, Asset Management, Release Management, and Configuration Management, covering both SAP and other hosted environments.
Manage service targets to meet agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across all hosting and cloud services.
Accountable for financial management, including achieving annual capital and expense spending targets for both SAP and general hosting infrastructure, collaborating with managed service providers to meet financial commitments.
Provide feedback on supplier performance to the supplier management teams, covering all aspects of hosting and cloud services.
Collaborate with Architect teams to develop IT standards and strategy, ensuring alignment with both SAP and general hosting and cloud requirements.
Assist in testing disaster recovery and business continuity plans for both SAP and other hosted services.
Approve and allocate funding for service requests, prioritizing based on business impact for both SAP and other hosted environments.
Oversee infrastructure components including compute, operating systems, active directory, storage, virtualization, and cloud technologies for both SAP and general hosting environments.
Manage databases, application lifecycles, and project management activities, covering both SAP and non-SAP applications.
Lead server migration projects and ensure successful execution for both SAP and other hosted services.
Implement and manage backup and monitoring software solutions, ensuring comprehensive coverage for both SAP and non-SAP systems.
Utilize expertise in VMWare ESX/i technologies to optimize infrastructure performance for both SAP and other hosted workloads.
Demonstrate proficiency in data center architecture, design, and development, covering both SAP and general hosting environments.
Foster a team-oriented and collaborative work environment, emphasizing cross-functional collaboration for all hosted services.
Keep abreast of industry trends and best practices to drive continuous improvement across all hosted services.
Qualifications:
Bachelor's degree in Computer Science/Engineering, Information Systems, or related field.
Minimum 10 years of relevant work experience in infrastructure operations and management.
Proven expertise in hosting and cloud platforms, with specific experience in SAP hosting preferred.
Strong knowledge of maintaining Windows and Linux environments.
Experience with project management methodologies and tools.
Industry IT certifications (e.g., ITIL, VMware, AWS) are advantageous.
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