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The IT infrastructure Manager is responsible for: managing IT technologies and a group of technical IT Infrastructure personnel, developing and establishing IT infrastructure standards and procedures, and assigns work to the operations staff and operations of IT software and hardware systems supporting the business. This individual will work closely with the others IT management team leaders to ensure alignment with the Group IT objectives. The ideal candidate must have both leadership and technical skills to effectively and efficiently manage IT Infrastructure technologies and personnel.
The scope of regional IM services includes Fix Telephony, Network Lan, Wifi, Audio and Video Conference Services, Printing and local AD and Exchange Support.
Be the senior Group IT Member for Mexico, responsible for IM support for 17 offices in NAR and Canada. Management of a team with 7 technical member in India, interface between the local team and others Global Group IT towers, vendor management and financial controls (Opex Planning and Forecast) are also part of his role.
General Responsibilities / Accountabilities:
Direct involvement in incidents or problems (irrespective of priority) that cause service impact and acts as escalation point for incidents not being resolved in a timely manner. Provides "ownership" of problem thru final resolution Provides ITIL Service disciplines, covering Incident, Problem and Change Management. Provide leadership for delivery of 24/7 service operations and KPI compliance. Establish metrics,key performance indicators, and service level agreements to continually improve the performance Works with the Service Desk team to set SLA criteria for the availability and performance of the IT infrastructure. Plan and implement upgrades needed to maintain service levels. Maintains a schedule of formal service reviews with key stakeholders and management of the key 3rd party providers who provide the IT operational service. Identifies opportunities to simplify IT Service Desk operations through continuous improvement initiatives. Provide occasional out of hours support. Negotiate with vendors, outsourcers, and contractors to secure network products and services. Assess, approve, and administer all equipment, hardware, and software upgrades. Ensures that environments are patched Manage operational costs; conduct near- and long-term financial forecasts for expanded functionality/user base. Test network performance and provide network performance statistics and reports; develop strategies for maintaining network infrastructure. Oversee the administration of user accounts, permissions, and access rights in AD. Direct and administrate a contingent of network and voice analysts and technicians, and where necessary, conduct performance reviews and corrective action. Provide guidance to junior members of the team. Capable of working without direct supervision.