Posted on: July 17, 2020

Manager, IT & Application Infrastructure

Cincinnati, USA
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Join Netcracker Technology, a wholly owned subsidiary of NEC Corporation, to work for a forward-looking software company, offering mission-critical solutions to service providers around the globe. Our comprehensive portfolio of software solutions and professional services enables large-scale digital transformations, unlocking the opportunities of the cloud, virtualization and the changing mobile ecosystem. With an unbroken service delivery track record of more than 20 years, our unique combination of technology, people and expertise helps companies transform their networks and enable better experiences for their customers.

Role Description

In a Managed Services Cluster, the IT & Application Infrastructure Manager acts as the owner of the end-to-end technical ecosystem, and is responsible for all technical activities performed by the Netcracker teams or Netcracker vendors. This role should be fully involved in the day-to-day cluster/account life including:

  • Review of capacity and performance management data
  • Identification of problem areas needing to be addressed
  • Definition of work tasks and projects to address capacity and performance issue proactively
  • Project planning and execution
  • Project status meetings
  • Change management process
  • Maintenance windows
  • Supporting account owners for obtaining architecture and BOM from IDG as well as costs for those BOMs (OTC and ongoing)
  • Other efforts as needed in support of the account infrastructure and 3rd party software / NC application software.

This position should also lead the IT and MSO teams on any technical bridges, for example:

  • Major Incidents and RCA discussions
  • Severity 1 outage bridges (internal technical and customer as required)
  • Any technical calls with the customer, such as project discussions, capacity or RCA document reviews.

From an MS organization perspective, an Infrastructure Manager is a gatekeeper and an escalation point for all questions related to IT/MSO, and should act as a direct interface for all of the account management functions, e.g. Managed Services, AMS and Customer Support.

An IT & Application Infrastructure Manager is responsible for creating a transparent and collaborative atmosphere between the IT/MSO team and the rest of the MS organization.

Business Process Ownership

An IT & Application Infrastructure Manager owns the following business processes within the assigned MS Cluster:

  • Capacity Management (analyzing capacity data and trends)
  • Capacity Planning (building a business plan and budget for required upgrades and additional HW/SW capacity, based on the Capacity Management process)
  • Long-term technology roadmap planning (creating the most cost-effective roadmap for each account, based on the technology development, HW aging and other external factors)
  • Assessment of HW/SW impact via new CRs (maintaining proper baseline and working with IDG and the global team on the creation of HWE and BOM upon the project team’s request)
  • Change Management (presenting and approving all technical change requests)
  • Continuous Automation and Process Improvement (automate repetitive technical activities, such as patching requests and rolling bounce procedures)
  • Management of IT/MSO LoE to budget
  • Management of each account’s HW/SW CAPEX/OPEX budget (including dealing with equipment extended support costs and cost-efficient technical upgrade strategies)
  • Vendor Management (act as an escalation point in case of 3rd party issues, such as HW failures, bugs or other system failures due to vendor issues)

Primary Responsibilities

  • Partner with MS account management and all functional areas of the organization to align technology strategies, via continuous communication and transparency
  • Lead IT/MSO team career development in all onshore and offshore locations
  • Attract external talent and develop internal talent within the team, including providing required training, identifying and developing key resources, potentially using the “train-the-trainer” approach
  • Create a collaborative work environment, establish proper knowledge transfer and workload distribution between team members in all support locations, and enable the “follow-the-sun” approach
  • Act as an escalation point for all account technical tasks and projects
  • Provide feedback to global IT/MSO management about local IT/MSO personnel performance, goals and achievements
  • Lead and prioritize IT/MSO initiatives by coordinating the evaluation, deployment and management of current and future IT systems across the Cluster’s accounts
  • Monitor the Cluster ecosystems’ performance on an ongoing basis, ensuring continuous delivery of connectivity and services to properly maintain service level agreements
  • Recommend IT/MSO tactics, policies and procedures by evaluating local organization outcomes and requests, identifying problems and anticipating organizational requirements
  • Participate in the global technical forum, and bring best practices and knowledge sharing from other Clusters
  • Preserve assets by maintaining and supporting disaster recovery, backup procedures, information security and control structures
  • Bring a “can do” spirit to work and deliver on other responsibilities as assigned
  • Build a strong relationship with the customer technical managers, and act as their partner and trusted technical adviser

Professional Work Experience, Qualifications & Skills

The ideal candidate will have:

  • Have 5+ years of progressive and hands-on experience in the IT industry within a mid-large size company environment
  • Have experience managing a team of 10+ employees
  • Have experience managing vendors, service providers and related licenses
  • Be skilled in prioritization and follow-up, through to completion
  • Be flexible, customer-service oriented, and have a positive attitude with superb ability to produce timely and quality results in high-pressure environments
  • Have the ability to work effectively with international sites and accommodate various time zones
  • Possess a successful track record of working in a high-growth and dynamic organization
  • Have a demonstrated record of intellectual curiosity, innovation and creative problem solving with an entrepreneurial spirit
  • Have the ability to lead fast-paced projects with a keen sense of urgency to get the job done well
  • Show evidence of “hands-on” experience and expertise
  • Be comfortable with customer-facing communications, and be a clear communicator in both verbal and written English

Education

  • Bachelor’s degree required (BS in Engineering, Computer Science or equivalent relevant experience). Master’s Degree is highly preferred.

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