IT Operations

Role- IT Operation Lead

Location: Boston MA

I&O High Level Job Role Description

• I&O is the E2E IT Lead or IT Operation Lead at site providing end-to-end oversight and direction of day-to-day IT activities/operations at a customer site including all changes that occur to the site IT environments
• Any management decision to be taken will be submitted to DWFS Leader regarding daily operations.
• Any decision governance or stewardship will remain with Customer.
• Any IT Projects coming at site are managed by Customer Site Leader. I&O can be a resource if needed through SH&E if small request/need. If the need is bigger we may consider for a SOW.

Competence for the I&O Lead Role:

• Minimum 5 Years of Experience in IT Operations and Leadership
• Good understanding of support processes and ability to manage and develop a team
• Experience in managing a team of Field Support engineers IT Support engineers
• Experience in Vendor service management
• Excellent communication and co-operation skills
• Proactive and independent ways of working
• Fluent oral and written in English. Local language is nice to have
• ITIL knowledge and certificates are considered an advantage
• Good interpersonal skills and customer-oriented mindset
• Should be able to understand the IT Infrastructure IT Change Management Basic Understanding of Network and Servers
• Should be able to work on Microsoft Office tools

Roles & Responsibilities:

• Provide IT operational expertise leveraging
  1. global industry standards (e.g.: ITIL) and
  2. ensuring Customers global standard are followed
• Monitors service delivery performance and compliance with high focus on Employee Experience
• Has a deep understanding of:
  • The Site: Infrastructure IT Challenges Network Layout Critical Business Processes
  • The Services: Who deliver What Key Contacts
  • The Employees: Type Needs and Challenges

• Able to execute changes/IMACs upon approved requests

Applies a blend of subject matter Customer environment and leadership expertise to solve simple and complex business IT operations issues

Potential Candidate should have

• Culture of E2E Accountability and E2E mindset through:
  • Putting End users and Sites first
  • Boundary-free services and strong collaboration with other suppliers

• One motto

• Only Site and Employee Experience matters

• Act First mentality
• Proactive vs. reactive whenever it is possible
• Walk the Floor

Volume Metric: Tier (BCP Tiering driven by critical infrastructure)

Scope/Sites: General Offices & Innovation Centers

All Activities below - Daily (year-round)

Purpose: Provide end-to-end oversight and direction of day-to-day IT activities at a customer site including all changes that occur to the site IT environments as well as to encourage communication between Internal Resources External Suppliers and leadership. It includes the following activities:

NOTE: For Plants IT Infrastructure Operations are executed by site E2E (End to End) operations leaders.

1. Aligning the delivery of IT activities (particularly Service Delivery Processes) at an individual site including acting as the primary point of contact for customers and Suppliers.
2. Oversee execution of all change performed by Suppliers at the site including validating Supplier performing the change has completed testing and change was properly implemented
3. Overseeing projects at the site to ensure Suppliers are executing change in a coordinated manner consistent with the approved project plans
4. Obtaining or developing and continuing to maintain site specific IT information and making available to others information about the site including network diagrams inventories CMDB information etc.
5. Oversee the restoration of services during a major IT Incident affecting the site in coordination with the Process owner(s) of Incident Management and Incident Management Execution
6. Engage with leadership at the site on major IT Incident or project activities and ensure regular communication is maintained with leadership at the site
7. Coordinate site downtime with leadership and other Suppliers/Third Party Partners.
8. Conduct regular thorough inspections of the IT environment at the site take proactive action as appropriate to reduce site downtime and/or improve site performance and make recommendations to leadership that reduce the risk of site downtime or improve site productivity
9. Support the leadership in performing IT Continuity Planning and Local Site Assessment requirements based on the sites BCP tier.

Key Building Blocks: