Infrastructure Mgr

The Colleague Technology Collaboration Services Engineering Manager performs a critical role in defining and implementing the end user delivery strategy. This role within the Colleague Technology Services department offers the opportunity to lead the evolution of end user messaging, collaboration and productivity technology across the enterprise. Leads the design and build of detailed infrastructure solutions/repeatable patterns (build-kits) for non-production and production environments; transitioning knowledge to infrastructure operations; and leads level 3 support events.This position manages full time and contractor engineering staff delivering our project and business-as-usual portfolio. The principal peers and collaborators to this role are solution architects, traditional and virtual compute engineering, and directory services engineering managers, endpoint device management, service desk, governance and risk management and information security.The ideal candidate is an expert messaging, collaboration and productivity product engineer and strong leader who has proven experience designing, developing, implementing and maintaining a standard delivery and operations model. The candidate applies this expertise across all aspects of the end user service design framework to deliver a superior colleague experience which is scalable, sustainable and supportable.Technology Scope of Position The focus of this role is collaboration and productivity services: Exchange messaging, MS Office/365, web collaboration (SharePoint), Cisco unified collaboration design within on-premise, cloud, and hybrid models. Products and protocols include Exchange, MS Office, Office 365, SharePoint/Online, Cisco Jabber, Webex, Webex Teams/Spark, Cisco Video/VoIP, Expressway, SMTP, Active Directory, Encrypted e-mail Primary Responsibilities Direct a team of 5+ full-time and contractor engineers to create enterprise-level design and operational procedures to be transitioned to collaboration services operations team for installation and day-to-day support. Develops and owns the technical design and operational procedures documents for the collaboration and productivity environments and services. Collaborates with information security, distributed compute and other teams to develop a rigorous service portfolio. This is not a day-to-day operations role, but will troubleshoot complex application issues within the end user environment providing 3rd level support function for issue escalation as well as vendor relationships. Develop tools and processes for information gathering and configuration changes within the environment. Provide technical guidance based on business line solution requirements, serves as SME on project initiatives, risk reviews and audits. Ability to occasionally work or assign work during nights/weekends during critical incidents or major project implementations. Provide input and/or direct teammates handling critical incidents, outages and root cause analysis. Maintain currency in end user market trends and participate in industry workgroups as needed. Qualifications Knowledge and Skills Requirements Strong team leader who can mentor and develop staff, provide direction and clarity on work assignments, and delegate work as needed to the collaboration services engineering team. 10+ years and expert knowledge in many areas of the role's technology focus including service design, monitoring, alerting, management, integration & migration, backup & disaster recovery, in a large, geographically distributed organization with multiple data centers and which are operated by 3rd party managed services partners (IBM, Cisco, Microsoft). Expert knowledge and application of Microsoft, Cisco and industry best practices and security principles for electronic messaging, integrated collaboration, and productivity software. Broad knowledge of the end user technology domain including compute, collaboration and productivity. Able to create high-quality engineering and operational runbooks and procedural documentation. Dedication to improving knowledge of the technology domain throughout the organization. Bachelors degree in an engineering, IT, or related discipline. Experience operating in a regulated environment, healthcare, banking etc. is a plus. Knowledge or certification in formal management and design frameworks such as ITIL are a plus. Strong ability to identify issues in the environment and can efficiently communicate the issues with colleagues and management. Process oriented and can document work processes and workflows. Able to succeed and integrate into a fast paced environment in a highly collaborative manner self-motivated and requiring able to operate with minimal supervision. Critical thinker is required, ability to research and collaborate effectively. Able to speak and write English at a professional and technically proficient level including understanding of good documentation practices. 188895
Salary Range: NA
Minimum Qualification
11 - 15 years

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