Manager IT, Infrastructure Operations

Work Schedule

Environmental Conditions

Job Description

Manager IT Infrastructure Operations

Location: Pittsburgh

Thermo Fisher Scientifics Global Operations team manages the Hybrid Cloud infrastructure with the goal of delivering a resilient secure and scalable global infrastructure. We are in search of someone experienced in leading technical teams that support hybrid cloud environments. This position entails defining our support strategies to better suit the complexities of a large global environment.

How will you make an impact As a Manager Infrastructure Operations you will provide technical expertise to improve efficiency reduce downtime mitigate security risks and optimize global enterprise operations. The key aspect of your role will be to establish a team that uses data improving dashboards and vital metrics.

What will you do

• Establish manage and lead a support organization in line with Information Technology Infrastructure Library (ITIL) standard methodologies.
• Ensure critical metrics are consistent across a global customer base to boost service efficiency.
• Manage incident processes to detect and resolve service outages and degradations quickly ensuring services return to normal levels.
• Collaborate with third-party vendors upper management and leadership of other groups to ensure smooth processes.
• Oversee detection response resolution critical issue management and reporting of service-impacting events and incidents.
• Foster a culture of automation to reduce manual work and drive efficiency.
• Lead and develop capacity management and lifecycle management strategies.
• Implement innovative IT Service Management solutions to enable best-in-class customer service and continual process improvement.
• Conduct quality reviews and continuous improvement practices to address trends and improve work instructions and customer service outcomes.
• Enhance service management policies standards and procedures leading the rollout to include training automation incident reporting and resolution.
• Apply metrics and trend analysis to reduce Mean Time To Resolution (MTTR) improve First Contact Resolution (FCR) enhance network performance and monitor Preventive Maintenance (PM) completions aging tickets and service-affecting issues.
• Manage leadership responsibilities including staffing onboarding coaching training development mentoring knowledge management engagement performance management and recognition.

How will you get there

Education/Qualifications:

• Bachelors degree in Computer Science preferred or equivalent job experience.
• Demonstrated ability in a large enterprise IT infrastructure.

Experience:

• Analytical problem solver with data-driven decision-making skills.
• Strong verbal written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations.
• Strong problem-solving skills critical thinking and excellent analytical ability.
• Team building mentoring and coaching skills.
• Outstanding interpersonal skills and the ability to influence colleagues.
• Focus on Customer Support - dedication and ensuring high levels of service.

Our goal is to help customers improve global health cleanliness and safety. Colleagues uphold Integrity Intensity Innovation and Involvement values.