October 24, 2007

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Infrastructure Operations Supervisor

Location: New York City, NY
Date Posted: 04-23-2019

The Infrastructure Operations Supervisor will be primarily responsible for the firm’s infrastructure environment servicing approximately 1,800 end-users across 39 offices. The ideal candidate will supervise and ensure the efficient operation and support for the Firm's end-to-end infrastructure environment (i.e., network, telecom, storage, physical and virtual servers, Data Center, etc.). This includes managing the IT staff responsible for monitoring and diagnosing network and hardware problems within established SLA/OLA's. Managing and overseeing small to medium infrastructure operations-driven projects and project portfolio. The Operations Supervisor will also work closely with the IT senior management staff and decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization. The Supervisor should have a good understanding of Agile/Iterative project management and ITIL ITSM methodologies and processes. Also, a proven history of practical communication skills at all levels of an organization.

  • BS Degree in Computer Science or proven equivalent work experience
  • 4+ years supervising/managing an infrastructure operations, support, or engineering team
  • 2+ years supervising/managing vendors, contractors, and managed services providers
  • Strong infrastructure support experience managing infrastructure hosting Microsoft, Cisco, Citrix, and VMware technologies
  • Ability to conduct and direct research into IT issues and products as required 
  • Strong management and leadership skills
  • Flexibility to work extended hours, nights, and weekends as required
  • Excellent written and oral communication skills
  • Highly self-motivated and directed
  • Excellent interpersonal skills
  • Proven analytical, evaluative, and problem-solving abilities with a keen attention to detail
  • Ability to effectively prioritize and execute tasks in a high-pressure environment

  • Ensure established support Service Level Agreements (SLAs) are being met
  • Analyze team member support performance activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and to prevent future problems
  • Oversee all reports and documentation related to network and systems support operations
  • Monitor incident escalation trends and anticipate potential problems for proactive resolution
  • Oversee and validate planned maintenance schedules for network, systems, and utilities
  • Enforce the implementation of all functional policies and procedures, including those for network architecture, cybersecurity, standards, and service delivery
  • Manage the deployment, monitoring, maintenance, development, upgrade, and support of IT systems, including networks, data centers, physical and virtual servers, virtual desktops, operating systems, and associated hardware
  • Participate with the development of business case justifications and cost/benefit analyses for department spending and initiatives
  • Analyze existing infrastructure operations and make recommendations for the improvement and growth of the network and systems infrastructure
  • Conduct research and remain current with the latest technologies and solutions in support of the Firm’s infrastructure environment
  • Participate with the development of requests for proposals/quotes, when applicable
  • Practice asset management for IT hardware, software, and equipment
  • Manage operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions
  • Establish and maintain regular written and in-person communications with the Firm’s department heads, and end users regarding pertinent IT activities
  • Help define and ensure compliance with ITIL (e.g., Incident, Problem, Service Management, Root Cause Analysis, and Change Management) policies and procedures are being carried out

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