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IT Infrastructure Manager

Date: Dec 31, 2021

Location: Colmar, PA, US

Company: Dorman Products

Job Summary:

The IT Infrastructure Manager is responsible for all facets of network infrastructure, servers, collaboration systems and end user computing technologies.  This role will lead a team of system administrators responsible for both the ‘run’ of systems (monitoring, availability, maintenance) as well as projects focused on business-driven technologies.  The ideal candidate will be a hands on, customer centric leader with experience in a hybrid (cloud/on prem) environment who delivers solutions to help the organization run smoothly and scale efficiently.

 

Together with stakeholders and IT leadership, this role will work to continuously improve the company’s infrastructure, systems, network, and end-user support practices. You will be responsible for maintaining third-party applications, IT vendor relationships, and translating business needs and challenges into actionable goals and projects to deliver automation, efficiency, and technology solutions.

 

Core Duties

  • Manage outages, identify root cause and resolve all issues within allowed service levels 
  • Maintain / Manage disaster recover platform including maintenance, testing and documentation review 
  • Manage enhancement and support queues for the team
  • Provide support to the Service Desk, ensuring all escalations and level 3 tickets resolved in a timely manner
  • Manage an incident response system to streamline notifications and resolutions during an enterprise wide outage
  • Lead the Infrastructure and Operations production meetings to report the status of production systems and change control, production acceptance and event management processes 
  • Communicate change requests, issues and resolutions, event status to all areas of IT  
  • Analyzes enterprise support problem resolutions to identify trends or problem support areas and ensures that support procedures are being followed
  • Manages relationships with major vendors and service providers to ensure they cost-effectively meet the needs of the organization
     
    Team / Contributors
  • Manage the day to day activities for the Infrastructure team
    • Ensure resources are fully loaded with work assignments
    • Work with project managers for staffing needs
  • Guide teams through innovative thought exercises exploring ways technology can drive additional business enablement and deliver greater value.
  • Provide coaching and direction to development team members
  • Continuously analyzes current process, technologies, and vendors to identify areas of improvement
  • Establish performance metrics and lead teams through continuous improvement initiatives
     
     
    Project / Major Initiatives 
  • Engage with customer and potential customers to understand their needs and work with business segment leadership to build roadmaps for the expansion of their digital services
  • Contribute to project sizing and estimation process in the role of technical lead for efforts in discovery phases
  • Support PMO and IT Leadership with forward staffing plans to support upcoming efforts
  • Assist with the preparation of budget for IT systems and services
     
    Other
  • Other duties as assigned

Required

  • 7+ years experience  and advanced knowledge of Windows operating systems both desktop and server level
  • 7+ years experience MSSQL databases platform (non-development focus)
  • 5+ years supporting and deployment with AWS and Azure IaaS, PaaS and SaaS solutions
  • 5+ years directly leading infrastructure focused projects
  • 5+ years working with APM tools (Nagios or other like tools)
  • 5+ years experience with Enterprise Network Infrastructure
    • WiFi specific in warehouse locations along with office settings
    • SDWAN experience
    • Telco Support
  • 3+ years experience developing, measuring and implementing SLAs and KPIs for the team and supporting external partners
  • Demonstrated ability to learn new technology and keep abreast of the latest technological advances 
  • Demonstrated ability to efficiently manage multiple initiatives simultaneously 
     
     
    Highly Desirable
  • Hands on experience with level 1 and level 2 desktop support functions
  • Hands on experience with level 1 and level 2 field support functions
  • Strong customer-focus and demonstrated experience working with/meeting business users’ requirements 
     
    Soft Skills
  • Excellent analytical and problem-solving abilities 
  • Strong interpersonal relationship, team building, collaboration and objective facilitation skills 
  • Strong verbal and written communication skills 

 

Other

  • Physical Requirement: Capability to lift 20 pounds. 
  • Working Conditions: While performing the duties of this job, the employee is regularly required to reach, swivel, carry items from one building to another, and speak and actively listen.  Noise level is usually moderate.
  • Working knowledge of server and end-user computing virtualization
  • Working knowledge of ITIL processes and concepts
  • A functional understanding of IT infrastructure, networking, and cybersecurity
  • Knowledge of computing and mobile endpoint management, security, and tracking
  • 3+ years experience in leading successful multi-faceted IT teams overseeing IT Support, Infrastructure, and SaaS applications in a Lead or Manager capacity
  • 3+ years directly managing internal and external (onshore and/or offshore) resources
  • Ability to analyze complex problems, determine root cause and implement corrective action
  •  

    Education

  • BS in Computer Science, Information System or other like field or 5+ years relevant job experience
  • Certifications such as ITIL, ITAM, MCSE, MCSA, Network+, or Security+ preferred


Nearest Major Market: Philadelphia

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