Manager IT Platform Services

Data Center Services Platform Engineering Services Manager

The Data Center Services Platform Engineering Services Manager is responsible for the day-to-day management of the Data Center Services Platform Services team. This role will have direct responsibility for the server support function and the Microsoft 365 platform. This includes management / support of the tools, hardware, firmware, and software including, but not limited to : Hardware (Dell / HP / EMC / NetApp / Pure); software (ManageEngine products, VMWare, ServiceNow); Citrix, MS Terminal Server farms, Windows, Linux, M365 environment (office products, Teams, SharePoint, etc.), BC / DR solutions, and data center environmental systems (AC, UPS, PDUs). This role will work with our lead engineers (both onshore and offshore), architects, and other members of the leadership team. This role will provide a vision for enabling the continuous delivery of superior support for infrastructure's internal customers. In addition, this position will be part of a larger project management team for large initiatives. This role will be expected to actively contribute to the daily support and ongoing improvement opportunities for the enterprise's Public and Private Cloud Infrastructure. Reporting to the Sr. Manager of Data Center Services, this is a highly visible and user facing role requiring leadership and partnership with IT and Business functional areas.

Key Duties and Responsibilities

• Strategic Leadership
• Define and execute the data center platform services strategy in alignment with organizational objectives.
• Lead initiatives focused on platform modernization, automation, and optimization as required.
• Operational Management
• Oversee the day-to-day operations of platform services including compute, storage, virtualization, M365 and related middleware.
• Lead and drive continuous improvement opportunities with respect to stabilizing, standardizing, consolidating, and transforming our teams' services to our internal customers
• Ensure platform availability, performance, and disaster recovery readiness meet or exceed SLAs.
• Manage capacity planning, patching, upgrades, and lifecycle management.
• Manage on-call schedule for DCS teams
• Incident response team member Team Leadership & Development
• Lead, mentor, and develop a team of platform engineers, fostering a culture of innovation and continuous improvement.
• Allocate resources effectively and prioritize initiatives based on business impact.
• Flexible work schedule (will require non-normal working hours for certain migration and support activities)
• Collaboration & Stakeholder Management
• Partner with IT infrastructure, cloud, networking, and security teams to ensure integrated platform services.
• Collaborate with business units to understand requirements and deliver scalable solutions.
• Escalation POC for internal team members and external customers
• Build strong internal customer relationships to ensure we are aligned to customer and business needs while prioritizing key initiatives
• Collaboration with other teams ensuring a smooth transfer of tickets as appropriate
• Work within established configuration and change management policies ensuring awareness, approval and success of changes made to the areas of responsibility
• Provides guidance and direction on problems, solutions, system parameters and modifications; conducts operational walkthroughs to ensure completeness, accuracy, and efficiency of systems, programs or solutions to business problems
• Proposes changes in operations and / or established systems in an effort to enhance controls or improve efficiencies through better use of technology Governance & Compliance
• Ensure compliance with security, regulatory, and corporate policies.
• Maintain a payment card industry compliant infrastructure environment; support annual internal and external audits and maintain necessary change management and documentation
• Develop and maintain operational documentation, procedures, and best practices.
• Lifecycle management of Standard Operating Procedures and Knowledge Base Financial Management
• Assist Sr. Manager with platform services budget, including hardware / software procurement and vendor relationships.
• Track and optimize total cost of ownership (TCO) for data center platform infrastructure.

Education and Experience

Specific Knowledge and Skills

Direct experience leading infrastructure operations and engineering support services Direct experience leading and participating in large enterprise consolidation and integration projects Direct experience with the creation & management of operational knowledge base articles Knowledge of emerging data center technologies (HCI, SDN, SDDC) Budgeting, cost optimization, and financial forecasting experience ITIL or similar service management certification.