Associate Director - Lead Sustainment, infrastructure Operations & Service Management

My client is an American multinational food manufacturing company headquartered in United States. 

Responsibilities:

• Develop and implement strategies for global sustainment of IT infrastructure and application services, ensuring that service levels and objectives are met across all regions and business units 
• Manage the delivery of IT services to meet the agreed service level agreements (SLAs) and operational level agreements (OLAs) 
• Ensure adherence to ITIL processes and standards to achieve operational excellence 
• Collaborate with regional and global IT teams, as well as external vendors and service providers, to ensure effective delivery of IT infrastructure services and support for all applications and 
• Systems in scope Continuously monitor and improve the quality of service delivered 
• Managing IT service delivery risks, ensuring that appropriate mitigation strategies are in place. 
• Managing IT service delivery budgets, ensuring that costs are controlled and aligned with financial goals. 
• Manage and oversee the infrastructure support team responsible for providing round the clock (RTC) support for business-critical infrastructure and applications 
• Ensure timely resolution of incidents, problems, and service requests within agreed SLAs 
• Develop and maintain an in-depth understanding of relevant business processes, associated applications and infrastructure.
• Work closely with business stakeholders and application owners to ensure infrastructure environments are meeting business requirements. 
• Identify opportunities for optimization and automation of sustainment processes and drive implementation of best practices
• Building a knowledge management culture, promoting a culture of knowledge sharing and collaboration, Monitoring and measuring knowledge management effectiveness on service 
• Delivery performance. 
• Lead a team of infrastructure professionals, providing guidance, mentorship, and support.
• Manage, motivate, and grow the sustainment team members 
• Conduct regular team meetings, coaching sessions, and performance evaluations 
• Identify training needs and develop training plans to enhance team members' skills 
• Foster a culture of innovation, customer-centricity, and continuous improvement 
• Build and maintain strong relationships with IT and Business stakeholders, MSPs, and product vendors.
• Communicate effectively with stakeholders to manage expectations and address issues 
• Represent the Global IT Sustainment Services, India in meetings with business stakeholders and leadership team 
• Collaborate with other global IT teams to ensure alignment and consistency of IT services delivered to the business. 

Requirements:

• This role oversees a diverse team who deliver Infrastructure operations and IT Service management function, which includes managing the technology infrastructure, specifically 
• Focusing on areas such as Database (Oracle, MySQL, SQL, SAP HANA, Redshift), Wintel, Unix/Linux, Multi-Cloud (AWS/Google/Azure), Network (WAN, with expertise in routers), IT Service 
• Management (ITSM) tools, monitoring (Splunk, SolarWinds), and automation capabilities. 
• 15+ years of experience in delivering similar infrastructure support projects for global customers, with expertise in Infrastructure technologies. 
• Possess an in-depth understanding and hands-on 
• Experience in the following areas:
• Database: Proficient in managing and optimizing database systems, such as Oracle, SAP HANA , MySQL, Microsoft SQL Server, Postgres, Redshift or similar technologies.
• Wintel: Expertise in Windows Server environments, including configuration, administration, and troubleshooting.
• Unix: Strong knowledge of Unix/Linux systems, including shell scripting, system administration, and performance tuning.
• Multi-Cloud: Extensive experience with cloud platforms such as AWS, Google Cloud, and Azure, including architecture, deployment, and management.
• Network: Proficient in designing, implementing, and troubleshooting network infrastructure, including WAN technologies, protocols, and routers.
• Patch Management: Experience with patch and vulnerability management and related tools like Qualys.
• Extensive experience in managing desktop environments, including experience with desktop operating systems (Windows, macOS), hardware, and peripherals. 
• Familiarity with desktop management tools and technologies, such as Microsoft System Center Configuration Manager (SCCM) or similar solutions.
• Implement and manage ITSM processes and tools such as ServiceNow to streamline incident management, change management, problem management, and service request fulfillment.
• Implement and enhance monitoring capabilities using tools like Splunk, SolarWinds, Tivoli, or other relevant monitoring tools to ensure proactive monitoring and alerting of infrastructure and applications.
• Familiarity with automation tools and scripting languages.
• Proven track record of managing complex infrastructure support projects, ensuring successful delivery with a focus on meeting or exceeding SLAs and OLAs. 
• Experience in collaboration with stakeholders to develop and implement infrastructure strategies aligned with business objectives. 
• Evaluate emerging technologies and trends to drive continuous 
• Improvement and innovation in infrastructure operations.
• Experience with ITIL best practices, including incident, problem, and change management. 
• Certifications in the relevant areas preferred. 
• Experience in managing and developing large teams of skilled infrastructure professionals, with a focus on engagement, productivity, continuous improvement, and innovation. 
• Strong communication and collaboration skills, with the ability to work effectively with stakeholders, technical support teams, and vendors.
• The role requires a bachelor’s degree in computer science, Information Systems, or related fields. Master's degree preferred. 
• Strong background in the consumer goods industry, with deep understanding of relevant business processes and technologies.