Sr. Manager Global ITSM
IBEX Global Sloutions
Total des années d'expérience :20 years, 6 Mois
Responsible for the design, installation, maintenance, and retirement of Data Centers, power backup
systems and personnel that are at the core of an organization. Supervise the Global IT staff and manage
all operational-related processes, ensure that the IT Infrastructure operation meets defined service
levels, and serve as the service owner for all IT services and solutions. Managing the global IT support
team, to establish and enforce appropriate policies and procedures, and ensure the efficient and secure
operations of infrastructure. Responsible for providing direct support to office staff based in 7 US sites.
Supervising and managing staff of the global IT team and providing tier 3 technical support to the
global IT support team, and the US-based site offices.
Duties:
• Supervise direct reports on Global IT staff with responsibility for hiring, firing, discipline, performance
evaluations, assignments, workflow, deliverables, and staffing.
• Manage multiple vendor relationships, including contract negotiations, finance oversight, technology and
operation requirements and ongoing service level agreements.
• Coordinate all problems, incident and change management initiatives using ITIL best practices.
• Identify maintenance windows for system support, back-ups, patch management, and technology
refreshes.
• Coordinate major datacenter build outs and hardware refreshes while adhering to customer contract outage
windows.
• Ensure infrastructure meets or exceeds service level agreements and operations align to support intend
agreements and support company strategy.
• Implement procedural and process improvements that provide for better time tracking, contract
management, inventory management and SLA tracking/reporting.
• Provide project management to support broad scope IT implementations and projects. These projects
could include migration to cloud services, new servers, or rolling out new technologies.
• Supervise the deliverables and prioritizes the work of the Global IT staff to include the creation and closeout of IT services for new or closing country offices. IT services to include procurement of networking
hardware, servers, UPSs, internet connectivity, and so on.
Determined operational objectives by studying business functions; gathering information; evaluating
output requirements and formats.
• Identified options for potential solutions and assessing them for both technical and business suitability
• Used techniques such as sampling, model building and structured analysis, along with accounting
principles, to ensure the solution is efficient, cost-effective and financially feasible.
• Examined existing business models and flows of data, discussing findings with the client, and evaluating
system specifications for business requirements.
• Developed and implemented policies and procedures throughout the software development life cycle to
maximize the efficiency, effectiveness and overall quality of software products and information systems.
Responsible for the real-time management of outbound technology platforms deployed on Strata Dial and
mentored Help Desk techs and other junior staff.
Duties:
• Generated and analyzed reports to make appropriate program changes based on client goals.
• Provided regular feedback to those involved with programs, including Operations Managers, Supervisors,
Contact Center management, and Information Technology.
• Trained, coached, and mentored Help Desk techs and other junior staff.
• Ensured
Responsible for combining my professional experience and skills to teach a varied and stimulating IT and Math
curriculum.
Duties:
• Administered networks, systems and servers related to the LAN and WAN for the purpose of ensuring the
accurate and efficient deployment of technology services and support for the administrative and
educational programs of the district.
• Authorized permissions and individual access to technology applications or services, including the active
directory accounts for the purpose of ensuring proper access to technology systems by staff, students,
parents, and others consistent with district operating guidelines and regulations.
• Conducted training and instructions for system users on a variety of information (e.g. operating systems,
databases, specific applications) for the purpose of assisting users with operation of equipment and
applications, maximizing the use of networks and computing systems.
–Major Computer Science and Minor Mathematics
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