Job description 

What you’ll do

We’re looking for a highly motivated IT Manager to lead and advise our Infrastructure as a Service (IaaS) Delivery team. You will lead a team of highly skilled individuals who deliver Infrastructure Services for internal and external customers onsite and in the public cloud. This includes building and maintaining a variety of windows and Linux server systems as well as the applications and services that run on and with them; PRIMARY FOCUS = network, storage and data protection technologies and maintenance; various technology administration/orchestration tools and scripts; and life cycle management. You will focus on assisting the team with queue management strategies, coordinate with team and both local peers in Pune as well as to your peers in the US to complete objectives, communicate effectively with upper management to achieve team and company goals, and assist in improving and implementing services, processes, and procedures in a rapidly evolving, high demand, fast-paced environment.

Primary Responsibilities:

• Guide, monitor, strategize, and assist with large fast-paced ticket queues – advising on ways to develop and improve response times while appropriately handling escalations and priorities due to business needs and resource availability.
• Design strategies to alleviate/reduce stress on the team in a high-pressure/high-demand environment.
• Interface with internal and external customers to understand business and technical requirements to assess feasibility and priority.
• Assist in analyzing and selecting enterprise systems, application software, network hardware and software, and/or database management tools and administration as well as guiding life cycle management decisions.
• Develops criteria and facilitates the evaluation and technical discussions for information technology solutions; offers recommendations on the applicability of these solutions for company use.
• Interacts with internal customers to develop requirements and initiate and/or implement technology solutions to meet these requirements. Maintaining interaction with the appropriate function sponsors and/or governance committees.
• Ensures that information technology service delivery standards adhere to and are consistent with those identified in the Information Technology Services Catalogue while striving to improve them.
• Maintains an awareness of and researches new technologies as they relate to the delivery of information technology – both internally and with the SAS product itself.
• Keeps group members informed, manages administrative aspects of the department including personnel matters. Sets performance goals/standards/objectives for the team. Performs all management responsibilities for the team including coaching and fostering growth and development.
• Ensures system support documentation and associated budgeting is developed and maintained completely and on a timely basis including training for international and operational teams.
• Monitors ticket and technology usage patterns and the operating environment of all major systems within area of responsibility; proposes and coordinates implementation of improvements.

What we’re looking for

• Excellent leadership and management skills
• Queue management strategist with a passion for improving process flow and response time
• General understanding of various server operating systems (Windows and Linux) and exposure to network, storage, data protection technologies
• Experience with Public Cloud deployments – primarily Azure and AWS
• Experience or understanding of networking, data storage and protection, virtualization, mainframe systems – in the public cloud as well as knowledge of Cisco, Arista, Palo Alto, F5 LBs, Cohesity and CommVault technologies.
• Capability to build, improve, and nurture relationships with strategic business partners and departmental peers within SAS
• Great ability to supervise and coach individual contributors with varying skill sets in a high-pressure environment
• A creative thinker who identifies alternative solutions to complex problems and improves efficiency of processes and procedures
• Effective communicator with a proven ability to facilitate understanding across organizational levels
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

The nice to haves [optional]

• Public Cloud experience and understanding, ideally in Microsoft Azure and AWS
• Experience or understanding of a broad range of operating systems such as Linux, Windows, and HPUX
• Experience or understanding of networking, data storage and protection, virtualization, mainframe systems – in the public cloud as well as knowledge of Cisco, Arista, Cohesity and CommVault technologies.
• Experience with compliance and regulatory frameworks such NIST, SOC, etc
• Experience with ticketing and documentation systems, ideally with Service Now, JIRA, and Confluence
• Familiarity with SAS products if possible

Other knowledge, skills, and abilities

• Great verbal, written, and interpersonal skills
• Ability and passion to solve complex problems
• Education - Bachelor's degree preferably in Computer Science or related field
• Experience - Five years of experience in a leadership role within IT including two years in a formal management role.