Senior Manager Infrastructure Services Delivery

At HCSC, we consider our employees the cornerstone of our business and the foundation to our success. We enable employees to craft their career with curated development plans that set their learning path to a rewarding and fulfilling career.

Come join us and be part of a purpose driven company who is invested in your future!

Job Summary

This position is responsible for leading 24x7 operations infrastructure support services of all non-production and production environments in the area of responsibility. Driving the use of analytics to improve service, availability, and customer interactions; driving incident resolution and issues escalated by vendors. Transitioning knowledge from design / build teams; driving operational vendor performance management.

Required Job Qualifications:

• Bachelor degree and 5 years in Information Technology. * 5 years in IT Infrastructure and Operations management and/or leadership.

• Experience in of ITIL v3 framework.

• Experience in ITSM systems.

• Customer service oriented.

• Adaptability and ability to introduce / manage change.

• Drive conflict management in high pressure situations.

• Performance / metrics-driven decision making.

• Problem solving / analytical thinking.

• Experience in supplier management.

• Decision making and negotiation.

• Employee development.

• Incident management.

• Problem Management / RCA. Preferred Job Qualifications:

• Bachelor degree in Information Technology or Engineering.

• Continuous improvement.

• Knowledge of required technologies (including 3rd party solutions).

• Oral/written communication skills.

• Experience with Service Desk technologies (e.g. self-service / automation technologies).

• Experience with Operations Center technologies (e.g., monitoring and event management, job scheduling, infrastructure device installation and configuration, technical troubleshooting).

• Experience with EUC / Collaboration and Executive Support technologies (e.g., mobile devices, VDI, Integrated App Stores, email servers, IM, Presence, Integrated Web, Audio, Video, SharePoint and Document Management).

• Experience with Mainframe and Mainframe Storage technologies (e.g., z/OS, CICS, VSAM, Job scheduling, central print, web, middleware, integration, storage, backup / restore, replication and disaster recovery).

• Experience with Compute, DBMS, Storage, Middleware technologies (e.g. server, OS, virtualization, container, cloud as a service, Converged, Hyper-converged, Digital, etc.).

• Experience with Network, Voice, Call Center technologies (e.g. IVR, ACD, CTI, Call Recording , Call Management, Call Routing, Authentication / Access Managemetn, Cloud Deployment, Load Balancing and Firewall Technologies, etc.).

Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process!

HCSC Employment Statement:

HCSC is committed to diversity in the workplace and to providing equal opportunity and affirmative action to employees and applicants. We are an Equal Opportunity Employment / Affirmative Action employer dedicated to workforce diversity and a drug-free and smoke-free workplace. Drug screening and background investigation are required, as allowed by law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.