IT Operations in Boston, MA

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
• global industry standards (e.g.: ITIL) and
• ensuring Customer s 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.

• 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.
• 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
• Overseeing projects at the site to ensure Suppliers are executing change in a coordinated manner consistent with the approved project plans
• 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.
• 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
• Engage with leadership at the site on major IT Incident or project activities and ensure regular communication is maintained with leadership at the site
• Coordinate site downtime with leadership and other Suppliers/Third Party Partners.
• 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
• Support the leadership in performing IT Continuity Planning and Local Site Assessment requirements based on the site s BCP tier.
  
  

Key Building Blocks

Operations & Services

• Proactive Leadership & Technical Skills
• Integration, connecting the dots/organizations
• Professional ITIL Processes & E2E OT Operations
• SPOC for all services delivered to the sites
• Communications, document cases in English
  
  

Compliance

• Control Self-Assessment (CSA) Execution
• Execute IT Continuity activities, Oversight of IT Facilities Audit
• Compliance with IT Policy (HIGH LEVEL Description)
  
  

Understanding

• Site & Employee Experience
• Project consultancy