Infrastructure Senior Manager Resume Samples
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Infrastructure Senior Manager Resume Samples
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ER
E Raynor
Edward
Raynor
6405 Schowalter Loop
Houston
TX
+1 (555) 464 4161
6405 Schowalter Loop
Houston
TX
Phone
p
+1 (555) 464 4161
Experience
Experience
Dallas, TX
Infrastructure Senior Manager
Dallas, TX
Schaefer Inc
Dallas, TX
Infrastructure Senior Manager
- Initiating interaction with the business and resolving service issues while fostering key relationships
- Chairing Post-Mortem Reviews (PMRs) for high profile sector businesses
- Maintaining a work slate of proactive improvement initiatives that will be visible to senior managers in the region
- Communicating process changes and updates to the businesses in the region
- Carrying out Post Implementation Reviews (PIRs) of failed changes
- Providing leadership and direction on global process standards within the region
- Chairing Change Advisory Boards (CABs) for sector businesses
Chicago, IL
IT Infrastructure Senior Manager
Chicago, IL
Jenkins-Dibbert
Chicago, IL
IT Infrastructure Senior Manager
- Establish, communicate, monitor and enforce policies and standards regarding service, scheduling, problem management, security, and data retention
- Ensure compliance to Citigroup Information Technology Management Policies (CITMP) and Standards
- Coordinate with users to ensure that optimum service is provided to the business
- Coordinate with other technology function managers to ensure orderly testing and implementation of new systems and changes to the operating environment
- Monitor hardware capacity and usage, make recommendations and negotiate contract for equipment vendors
- Knowledge of risk and control processes such as RCSA, MCA, and corresponding tools such as Catalyst
- Strong technical knowledge in Platform products like Unix, Windows, technologies, specifically supporting a large financial organization
present
Boston, MA
Citibank Berhad Kl-infrastructure Senior Manager
Boston, MA
Douglas-D'Amore
present
Boston, MA
Citibank Berhad Kl-infrastructure Senior Manager
present
- Manage support to network and voice infrastructure for campus sites, branches, contact centers, key front end delivery channels
- Represent on incident management, change management, etc
- Represent TI on senior management meetings; partner with Technology team for BAU performance and project delivery
- Manage the rollout of global TI products and service innovations e.g. IP based telephony, Desktop Optimization, Video-conference and collaboration tools
- Manage infrastructure services delivery to Citi Franchise in Malaysia
- Responsible for overall risk management within TI operations, engagement with internal and external audits, regulatory reviews
- Responsible to manage financials with direct responsibility of expense plan, review allocations and represent the financial recovery with local business sectors; also responsible to manage IT Optimization targets and financial tasks embedded in plan
Education
Education
Bachelor’s Degree in Business
Bachelor’s Degree in Business
Howard University
Bachelor’s Degree in Business
Skills
Skills
- Excellent presentation skills. Ability to present to senior levels of management
- Excellent telephone, oral communication skills, strong verbal and written English
- Ability to build strong relationships both in person and virtually
- Strong work ethic and excellent use of discretion and judgment
- Strong consulting and stakeholder management skills and the ability to build and foster internal relationships
- Execution oriented with strong attention to detail
- Ability to learn and develop quickly
- Ability to communicate detailed technical concepts in simple, everyday language
- Ability to communicate clearly, lead audio / video conference meetings, display very strong caliber in both written and verbal communications
- A well-organized person, capable of working with minimal supervision
15 Infrastructure Senior Manager resume templates
Read our complete resume writing guides
1
O&t-infrastructure Senior Manager Resume Examples & Samples
- 10+ years of combined business, project management, team leadership, and IT experience
- Bachelor’s degree in a technical or analytical field
- AML experience and/or experience in the financial services industry Strong work experience in the following is required
- Operating Systems: UNIX AIX, Linux, Sun OS
- Mantas and Actimize experience
- RDBMS: Oracle 9i, 10g, 11g
- Programming Languages: Oracle SQL, PL/SQL, Java
- Application Servers: Oracle Web logic Server 9.2, 10.3, Tomcat 6.x
- ETL Tools: Informatica 8.1.1, 9.5
- Scripting Languages: Shell Scripting, Perl Scripting, JSP, Servlets
- Knowledge in Mantas Product Installation, infrastructure activities and deployment process
- In-depth Knowledge to resolve the mantas implementation issues and also good understanding in debugging and resolving the scenario loading issues
- Expertise in Oracle PL/SQL Programming, query tuning, oracle partitioning and UNIX shell scripting
- Compliance and AML/KYC knowledge
- Experience in end user management skills
- Tenacious and prepared to see things through to completion
- Broad understanding of financial and technology services industries
- Strong attention to detail essential
- Organised/structured in approach
- Focused on quality of output as well as the speed of delivery
- Service orientation, professionalism, proactive and strong client/business focus, accountability
- Ability to work effectively in situations requiring analytical, interpretive, and problem solving techniques
- A detailed and independent thinking style
- Strong team working skills
- Is a great problem solver and can propose suitable solutions to a variety of common technology problems
- Ability to work efficiently within team environments and as an individual contributor
- Strong communication skills (both written & verbal) at all organizational levels
- Ability to efficiently plan and organize own workload
- Customer service focus and ability to work with all levels of the organization
- An appreciation for the Technology Analyst role and a clear motivation for a career path within the function
2
O&t-infrastructure Senior Manager Resume Examples & Samples
- Performmonitoring, research, assessment and analysis on Intrusion Detection and Prevention tools as well as Anomaly Detection systems, Firewalls, Antivirus systems, proxy devices (ArcSight, Arbor PeakFlow, SourceFire, Palo Alto Networks, etc.), which requires demonstrable security incident response experience
- Follow pre-defined actions to handle BAU and high severity issues, including escalating to other support groups
- Execute daily ad-hoc tasks or lead small projects as needed
- Create and maintain operational reports for Key Performance Indicators and weekly and monthly metrics
- Perform initial risk assessment on new threats and vulnerabilities
- Perform assessment phase of Vulnerability & Threat Management process
- Perform assessment as well as troubleshooting and help isolate issues with IDS/IPS sensors, Antivirus servers, and Vulnerability scanners
- Participate in daily and ad-hoc conference calls as well as compliance & controls, self-assessment processes and documentation related tasks
- 4 years working in the security & operations fields
- Bachelor's degree or higher preferred
- Excellent knowledge of Intrusion Detection (deep TCP/IP knowledge, and Cyber security), various operating systems (Windows/UNIX), and web technologies (focusing on Internet security)
- Ability to read and understand packet level data
- Intrusion detection and prevention and Network Security Products (IDS/IPS, firewalls, etc.)
- Host Security Products (HIPS, AV, scanners, etc.)
- Knowledge of cutting edge threats and technologies affecting Web Application vulnerabilities and recent internet threats
- Exposure on vulnerability assessment as well as penetration testing or forensic analysis fields are an advantage
- Certifications from EC-Council, GIAC, (ISC)² are preferred [CISSP, C|EH, GCIA, CCNA]
3
Infrastructure Senior Manager Resume Examples & Samples
- Manage and assist contract technicians in accommodating and planning both routine and sophisticated audio-video teleconferencing and graphic presentations. This role will include interfacing with local and or remote contacts to fully understand meeting requirements. Configuration and operation of equipment during meetings as required or designated
- Manage 3rd level trouble escalation and on-site support for repairs and/or replacement of videoconferencing systems, design, & network including onsite repair and coordination with vendors and local internal contacts as necessary at all designated video teleconferencing facilities for Citigroup Global Conferencing Services in Long Island City and New York City
- Provide records and reports on a regularly scheduled basis to document accurate tracking of conference logistics to provide QoS standards tracking, equipment tracking, trouble/problem tracking, and MIS billing information
- Perform on site emergency 3rd level repairs or work arounds for critical system elements including audio, video and control electronics. This will include integrated system defective component fault isolation, replacement and reconfiguration or field level programming
- Implement and document processes and procedures for collecting audio visual meeting requirements, delivering audio visual production, performing preventative maintenance and evaluating potential audio and/or video transmission problems and troubleshoot with internal and vendor technical support teams to guarantee minimal meeting disruptions
- Design & conduct formal training sessions for Citicorp Conferencing Services operations personnel, local site managers and end users
- Provide regularly scheduled research and evaluation on equipment and document the results with information on critical spares, equipment which needs to be replaced or is no longer available, and recommend alternate equipment
4
Infrastructure Senior Manager Resume Examples & Samples
- Individual should possess a bachelor’s degree along with 8-10 years of job related experience
- Individual should possess excellent cross-functional communication, influence and relationship building skills, should be flexible, self-motivated, and be team-oriented
- Individual should possess knowledge of the project management framework (SDLC) as a contributor
- Individual should possess experience of vendor management
- Individual should possess strong analytical skills, and be able to take a pro-active approach to tackling problems within the end to end supply chain involved with service delivery within their technical domain
- Individual should have the ability to translate cross reference and aggregate build component requirements from multiple data sources (forecasts, request tickets, trend etc.)
- Individual should possess architectural experience and a strong knowledge of network, server, and storage environments from a full life-cycle level
5
Infrastructure Senior Manager Resume Examples & Samples
- Degree in Engineering
- Banking Industry knowledge
- Knowledge in managing a big team
6
Infrastructure Senior Manager Resume Examples & Samples
- Governance and Management of existing DCs, standardizing processes and ensuring adherence to procedures in place
- Support / Primary Contact for all NA Audit Activities
- KCI/MCA/ETRAD/Dashboard implementation and reporting
- Coordinate periodic DC Peer Evaluations
- Support creation and monitoring of CAPs to address deficiencies
- Monthly Reporting of DC compliance status
- Global Process Manual Reviews/Approvals/ Release
- Leadership and People Management
7
Infrastructure Senior Manager Resume Examples & Samples
- Manages the team that maintains current updates to the Aperture and inventory databases
- Update documentation such as procedures, CITMP and audit documents
- Update the weekly report and distribute to Administration
- Create the weekly rack and stack change control list
- Create the weekly midrange power installation change control
- Authorize changes throughout the day using Virtual Change for records assigned to DCPP
- Distribute the weekend changes for the site from Virtual Change
- Resolve trouble tickets assigned to DCPP
- Perform hardware elevations using Aperture for various new hardware installations
- Oversee building activities such as electrical installs, UPS functions, new equipment installation and/or the de-installation of old equipment
- Monitor and respond to all facility type emergencies (i.e. transferring to UPS power, loss of water to the building etc.)
- Update the monthly corporate fixed asset list
- Organize and insure that the SAN fiber connections are complete, documented correctly and installed on time
- Coordinate hardware installs with the DCSD
- Maintain the cabinet survey and plan for future installations of cabinets
- Support the annual contingency test for the site
- Manage the warehouse personnel as well as the activities of other technical staff members
- Coordinate strategic transformation/optimization activities in his/her respective site
- All other activities as needed
8
Infrastructure Senior Manager Resume Examples & Samples
- Participate in the determination of sound technical strategies that support corporate objectives
- Establish, communicate, monitor and enforce policies and standards regarding service, scheduling, problem management, security, and data retention
- Coordinate with other technology function managers to ensure orderly testing and implementation of new systems and changes to the operating environment
- Ensure compliance to Citigroup Information Technology Management Policies (CITMP) and Standards
- At least 5-7 years of experience in Operating System and Security product administration and Basic knowledge of Clustering and Storage and Backup
- Knowledgeable in IT operations and corresponding ticketing and change management systems such as ResolveIT, Service Now
- Bachelor's degree in computer science or other related along with equivalent work experience
9
Citibank Berhad Kl-infrastructure Senior Manager Resume Examples & Samples
- Manage infrastructure services delivery to Citi Franchise in Malaysia
- Responsible for Service Quality goals for services managed by local team
- Represent on incident management, change management, etc
- Responsible to manage financials with direct responsibility of expense plan, review allocations and represent the financial recovery with local business sectors; also responsible to manage IT Optimization targets and financial tasks embedded in plan
- Responsible for ensuring TI strategy is aligned with overall business strategy
- Provide Client engagement with business units on BAU support, Project requirements and Financials
- Represent TI on senior management meetings; partner with Technology team for BAU performance and project delivery
- Responsible for maintaining safety and soundness of technology infrastructure through refresh, vulnerability threat management. Manage resilience of infrastructure through elimination of single points of failure (SPOF)
- Support on technology and business COB drills
- Responsible for overall risk management within TI operations, engagement with internal and external audits, regulatory reviews
- Manage operations processes, compliance to Citi standards, regulatory requirements
- Responsible for corrective action plans (CAPs) for issues and gaps identified through self-assessment processes or as a result of audits
- Provide leadership for local TI team ensuring staffing, morale, etc
- Responsible for people management functions for the TI team
- Responsible for managing vendors, contract and non-direct staff workforce
- Support to third party connectivity e.g. Central Bank, other banking payment services, other business partners
- Experience in IT Infrastructure projects delivery, operational management, and risk management
- Experience in financial management and allocation policies
- Conversant with emerging information technology and systems, specifically in the following areas: end-user computing, Mid Range Servers, NAS, Database & Storage, Middle ware and Imaging Platforms, Regulatory and Market Data Systems, Server Based Computing, VMWare and Thin Client environments, Data and Voice Network, PABX systems, Voicemail systems, Dealer board, Loggers, Call Center Infrastructure, Internet and Third Party Connectivity
- Conversant with the local banking technology and telecom regulations impacting Technology Infrastructure
- Proactive, with a can do attitude
10
Infrastructure Senior Manager Resume Examples & Samples
- Consistent monitoring of output via multiple tools in-place to alter to any system performance degradation
- Facilitation of any production issue: engaging appropriate support teams and communication to stakeholders
- Quantify and communicate Business impact for any production issue
- The creation of, and follow up on, problem tickets associated with hardware, software, systems and/or other types of issues such as batch related failures
- Ensure new and enhanced system features have appropriate proactive monitoring tools configured and activated at the time of Production introduction
- Documentation of supported systems and related support procedures
- Perform ad-hoc and regularly scheduled validation of application’s state-of-health
- Publication of daily/weekly/monthly reports on the state of operations
- Coordination of monitoring down-time windows necessary to facilitate scheduled system upgrades
- Manage staffing levels to provide near 24x7 monitoring of mission critical applications
- Management of new service offering to the field network
- Partnership with vendors providing tools and services utilized
- Provide infrastructure support for Home Office
- Experience with managing 24x7 mission critical applications or datacenter infrastructure
- Experience designing infrastructure which supports regional and global applications
- This position requires 3-6 years of technical management experience in a multiple parallel / staggered software / hardware release environment, Release Management / planning experience with a live production environment, and familiarity with AGILE methodologies is a plus
- Previous staff management experience
- Willingness and ability to provide off-hours support as necessary
- Experience with several of the following technologies / tools
11
Infrastructure Senior Manager Resume Examples & Samples
- Stakeholder Management – Manage Technology and Business Client relationships to senior executive level; Delivering to stakeholders effective information and knowledge to support business decision making; Negotiation with clients/users and technical specialists in respect of incidents/emergencies resulting from Infrastructure components, alteration of services; the introduction of amendments to the provision of services and customer/client satisfaction surveys and analysis of CTI service levels
- Service Delivery - Infrastructure forecasting; Availability management; Service risk management; New service transition; Operational Metrification and analysis; Service Stability programs
- Financial Management – Working with CTI Finance teams coordinate and support expense management; capitalization and depreciation; cost transparency; attribution and recovery; analytics and reporting; governance and control
- Process Improvements – Drive transformation programs across CTI to improve Service Maturity and ITIL disciplines; drive service quality, process improvement and best practice across all CTI managed services
- Experience in an Operational or Customer Management role in a technology-oriented enterprise environment
- Operational experience at a regional level in a complex/matrix organization
- P&L responsibilities to include oversight of high-budget projects
- Role will require a proven ability to develop and manage relationships at all levels; demonstrated ability to coach and influence leadership in decision making; successful experience evaluating processes and standards from a strategic perspective; and effective people management
- Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience
12
IT Infrastructure Senior Manager Resume Examples & Samples
- Plan and implement technical support projects to meet the technology organization's needs, based on objectives as defined by the Technical Support Head
- Manage all technical support activities relating to the installation and maintenance of operating systems and utilities programs for multiple platforms
- Participate in the creation and maintenance of a technical platform that will ensure error free 24x7 services for all applications
- Plan and implement technical support such that defined targets are achieved and resources are optimized
- Perform cost/benefit analysis and make recommendations on the acquisition or enhancement of hardware, network and system software/layered product for the regional data center
- Monitor hardware capacity and usage, make recommendations and negotiate contract for equipment vendors
- Strong technical knowledge in Platform products like Unix, Windows, technologies, specifically supporting a large financial organization
- Knowledge on monitoring tools like patrol BMC and Tivoli
- Knowledge of risk and control processes such as RCSA, MCA, and corresponding tools such as Catalyst
13
Infrastructure Senior Manager Resume Examples & Samples
- Bachelor's degree with 10+ years of experience and subject matter expert in shared data operations/Print services
- General knowledge of Windows Server and Database
- Experience in Installation, configuration and troubleshooting on the Equitrac Print services
- Able to perform troubleshooting and problem solving
- Ability to manage multiple task and priorities
- Ability to manage aggressive deadlines
- Fluent level of English Speaker
- Excellent Analytical Skills
- Ability to work flexible hours
- Excellent communication skill - verbal and written
14
Infrastructure Senior Manager Resume Examples & Samples
- Experience leading, coaching and mentoring teams
- Expert communication skills both verbally and written interfacing with senior management
- Previous program/project management, in a financial services or blue chip organization
- Strong organization skills, demonstrated sense of responsibility; results oriented
15
Infrastructure Senior Manager Resume Examples & Samples
- A solid understanding of Windows and UNIX environment
- Degree in Computer related major or Equivalent
- Excellent troubleshooting and problem management skills in a high pressure environment
16
Infrastructure Senior Manager Resume Examples & Samples
- Ability to interact professionally with a diverse group, executives, managers and subject matter experts
- Degree in Computer related major or equivalent
- ITIL Knowledge
- Strong Analytical skills with methodical approach to problem solving
- Experience of working in a heavily controls-focused environment highly desirable
17
Infrastructure Senior Manager Resume Examples & Samples
- IPC Alliance certification, Avaya Communications Manager VoIP, Avaya Call Management System, NICE voice recording NIM4.1 and Analytics
- ITIL training and certification status is an advantage
- Good working knowledge of Microsoft Word, and PowerPoint
- Strong working knowledge of Microsoft Excel (Pivot tables and charts), Project, Office Communicator
- Excellent customer care skills
18
Infrastructure Senior Manager Resume Examples & Samples
- Proven problem solving skills
- Efficient performance and tuning skills
- Systems analysis and design, understanding of business, excellent communication skills, ability to break things down into terms understandable to non-technical individuals
- Senior technical skills on applicable platform(s)
19
Infrastructure Senior Manager Resume Examples & Samples
- Develop a new team in Chennai, responsible for maintaining security patch currency across Global Consumer infrastructure
- Shift patching workload away from the current infrastructure teams, into the new team, so centralizing execution and responsibility; resulting in cost saving opportunities
- Influence business organizations to use the patching model, holding them accountable for missed patching schedules
- 3+ years of leadership, within a large organization, with a proven track record of developing teams
- Good understanding of server, database, and middleware industry standard solutions
- Strong work ethic/integrity/excellent use of discretion and judgment
- Self-motivated; ability to involve and engage others
- Attention to detail when faced with adversity
- Demonstrable client management skills
- Fluent in English, written and spoken
20
Infrastructure Senior Manager Resume Examples & Samples
- Drive automation of current patching process, to support the migration of workload away from the current infrastructure teams, into the new team, so centralizing execution and responsibility; resulting in cost saving opportunities
- Define and manage reporting models, so as to identify patching successes and challenges; holding business organizations accountable for missed patching schedules
- Deliver initial incident management for patching issues, managing resolution and escalations
- Excellent knowledge of delivering complex tool capabilities, including the use of Service Now product suit
21
Infrastructure Senior Manager Resume Examples & Samples
- Subject matter expert in Database technologies especially Sybase and Mssql and Knowledge on Oracle
- Experience in small to large scale system projects including full development lifecycle and structured trouble shooting and analysis skills
- Excellent man management and leadership skills, with proven experience of technical team management
- Excellent organizational, communication, planning and negotiation skills
- Knowledge of the Financial Services sector and a demonstrated understanding of the regulatory environment
- Proven project management ability with a track record of delivery to time, cost and budge
- Ability to present technical concepts and solutions to non-technicians
- To be innovative, both technically and procedurally
- To be self motivating and inspirational to management, peers and team
- Seek feedback on performance to identify strengths and improvement areas and ensure continual development
- Be capable of building sustainable, successful relationships both internally and externally
- Be delivery focused, managing time effectively taking account of priorities
- Be capable of building successful, delivery focused teams, prepared to go the 'extra mile'
22
Infrastructure Senior Manager Resume Examples & Samples
- With limited direction, the Critical Service Manager provide proactive and comprehensive support to Command Center Operations clients and stakeholders
- Critical Service Manager will provide analytical services, review and address actions and initiatives to improve client system availability, monitoring capabilities, system batch performance, system uptime, and address Command Center interaction concerns
- While building a collaborative environment of change the Critical Services Manager will coordinate client and stakeholder interactions, with Global Command Center Operations Global Batch Management Services, Tools and Automation, Service Monitoring and Level 1 Technical Support, and Service Management teams
- Identify and implement Service Quality improvement opportunities and initiatives to implement global best practices and recommend alternatives to the Global Command Center Efficiency Manager for analysis
- The Production Operations Critical Services Management team provides weekly, monthly and quarterly reporting and interaction services with Global Business Sector Relationship Management teams
- The Service Management team uses globally standard processes, tools and best practices to improve service quality for the Production Operations Command Center
- The Critical Services Manager is a business sector (ICG, GCG, CTO) regionally aligned (North America, Latin America, EMEA, Asia Pacific) subject matter expert (SME) who provides expert level interaction and support for regional Business Relationship and Service Managers within their supported region
- The Critical Service Manager will have accountability for business aligned (GCG, ICG, Corporate/Retail, LATAM) relationship functions and will drive pro-active communications with our business clients, while interfacing with the Production Operations Command Center operational teams, to the required levels of resilience and the appropriate risk profile
- Partner with the Production Operations management team to provide leadership to a team of 100+ technology operations personnel globally, to ensure operations staff is delivering a high-level of service for all technology domains
- Act as a Production Operations escalation point for service issues including direct interaction with senior/executive management as required
- Foster innovation. Work with SMEs, Service Delivery Managers(SDM), and Engineering colleagues to ensure Production Operations support services meet business expectations
- Develop strong business relationships to help coordinate and resolve major support incidents
- Meet face to face with critical business partners (video/travel as required)
- Alert Production Operations of critical business drivers and changes in priorities
- Represent Production Operation Business/CTI calls concerning the overall business health and service quality
- Meet with external organizations to ensure they are satisfied with Production Operations provided services
- Create presentations that contain Production Operations performance and coordinate with business metrics
- Experience: 5-10 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred
- Technical expertise on one or more of the following disciplines is required: Open Systems, Mainframe, Storage, Network, Web/Application/Middleware services, Problem/Incident Management, or Application Development
- Above average and exceptional written and oral communication skills
23
Infrastructure Senior Manager Resume Examples & Samples
- Highly self-motivated, goal-oriented and experienced professional with excellent team building, management and exceptional hands-on skills
- Accomplished, Versatile Systems Management Specialist and a Team Leader with at least 8 years of broad knowledge in IT Industry (Mid Range – UNIX/Wintel)
- Refined hands on experience on Administration and Management of Enterprise Storage arrays (EMC,HDS,NetApp) on HP-UX, Solaris, AIX, Linux and Wintel
- Well versed in virtualization technologies and hands on experience in Storage virtualization, Thin provisioning, VMware (ESX), IBM VIO environments
- In depth knowledge on SAN/FABRIC Management using CISCO MDS/McData/Brocade Fabric directors
- Hands on and Implementation experience in long distance storage replication using CISCO/McData FCIP/FCP
- Technologies
- Excellent skills on automation/alerting/monitoring/asset management using Storage Management tools/scripts
- Project management (Storage) experience in a fast paced multi-platform multi-site 24x7 environment
- Excellent demonstration, teaching and knowledge transfer skills
- Performance Tuning and Management with capacity planning and asset management
- Thorough knowledge on business criticalities and understanding on business recovery plans and objectives
- In depth knowledge on various storage replication techniques and disaster recovery site configurations with EMC and HDS enterprise storage frames
- Specialist in various migration technology levels (storage/host OR Local/Remote)
24
Infrastructure Senior Manager Resume Examples & Samples
- 5+ Years Information Technology
- 3+ years Linux
- 3+ ITIL v3 Foundation
25
Infrastructure Senior Manager Resume Examples & Samples
- Trouble Ticketing systems
- Monitoring Tools
- PC hardware Troubleshooting
- Network Protocols
- Advanced Windows knowledge
- LAN/WAN knowledge
- TCP/IP
- Internet/Browsers
- Spreadsheets
- MS Exchange
- Microsoft Office Suite (i.e., Word, Excel, Access, Outlook, Project)
- Must be organized, able to multitask, communicate clearly in verbal and written format, and conduct him/her as a true professional at all times
- Provide analysis and evaluation data/MIS to discover and resolve negative trends in equipment availability
- Dynamic, self-starter, reliable and enthusiastic team member. Able to quickly learn multiple platforms, toolsets and processes
- Ability to liaise with both technical and non-technical personnel and different levels of Management
- Proactive and flexible in terms of workload and providing coverage is essential, due to the nature of the environment, shift patterns and workload. (Severe weather, Holiday Coverage, COB situations)
- ITIL Foundation Certificate or similar is highly desirable
26
Citinetwork Infrastructure Senior Manager Resume Examples & Samples
- Provide technical leadership by prescribing designs that are in strategic alignment with the general IT direction
- Collaborate with other engineering/architecture leaders to ensure consistency across teams and to provide collaborate solutions
- Provide occasional Level-3 support and working closely with the CTI Integration and Ops teams to resolve complex issues especially during deployment
- Drive solution development with Business technology and other infrastructure technology partners
- Ensure that the team output fully complies to all security policies, engineering standards and project management practices
- Provide technical guidance and mentoring to develop a high-performance design team
- Represent CATE Contact Center management in dealings with LatAm businesses and vendors/suppliers
- Provide regular management reports to the GEL/CATE senior leadership on matters relating to project delivery
- Candidate should demonstrate broad-based knowledge of Network and Voice technologies, as well as a deep-level understanding of contact center solutions such as Call Routing, Voice Recording, CTI, IVR, Session Border Controllers, etc. and how to integrate all of these to form unique solutions for the business
- Candidate should be a solid contributor as part of the Citi Network team, and must be adequately equipped with skills relating to technologies in the Contact Center space
- Candidate must possess excellent analytical skills and demonstrate proper work ethics
- Candidate must be an independent worker, and is able to work on complex projects with minimal guidance
- Candidate must excel in both oral and written communication skills and able to translate business needs into technical requirements
- Candidate should be proficient in English and able to converse in Spanish
- Candidate should also be a team player, and show leadership qualities in the course of discharging his/her responsibilities
27
Infrastructure Senior Manager Resume Examples & Samples
- Manage large, transformative initiatives that impact multiple LOBs and/or products
- Identifying and managing to the critical path and milestones of a schedule
- Identification of risks which impact program and project deliverables with follow through on mitigation, resolution and path to green
- Adhere to Citigroup project management processes and procedures
- Direct the communication of status and issues to all stakeholders, including senior management, on a timely basis
- Excellent oral and written communication skills
- Excellent presentation skills. Ability to present to senior levels of management
- Execution oriented with strong attention to detail
- Ability to lead strategic planning sessions challenging the status quo where appropriate and drive decision making process
- Proven track record in delivery of multiple parallel initiatives
- 8-12 year’s relevant project experience in Financial Services with track record of success
- Strong Program/Project Management skills/working knowledge of the techniques for planning, monitoring and controlling programs and resources (PMP Certification a plus)
- Understanding of regulatory requirements
- Valuing Diversity: Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organizational success
28
Infrastructure Senior Manager Resume Examples & Samples
- Strong communication skills (both written and verbal)
- Self-motivated, ambitious and goal-oriented
- Experience of some or all Primary - working knowledge and proficient in deployment tools
29
Rohq-cti-infrastructure Senior Manager Resume Examples & Samples
- Must have experience leading and developing teams that support operations
- Experience working with vendor management and service level management
- Proven history of managing change and implementing complex initiatives within a call center or back-office production environment
- Service Desk Experience
- Working knowledge of the ITIL framework
- Working knowledge of business and technical environments
- Proactive and passionate about enhancing the end-user experience
- Ability to influence others is key to successfully promoting change
- Ability to work with people across all levels of the organization (from customer service agents to senior management)
30
Infrastructure Senior Manager Resume Examples & Samples
- Education and Training: Bachelors degree in Business or Computer Science, or equivalent experience, required
- Extensive years experience of managing information technology projects in a matrix environment
- Prior experience in financial services preferred with Institutional Client experience
- Specialized Knowledge, Skills and Abilities: Knowledge of standard software development and PMBOK-based project management methodologies required
- Strong leadership, interpersonal, influence, negotiation, and written and verbal communication skills required
- Proficiency with Microsoft Project, and Office applications required. Project management certification (e.g., PMP) preferred
- Operational experience at a regional level in a complex/matrix organisation
- P and L responsibilities to include oversight of high-budget projects
31
Infrastructure Senior Manager Resume Examples & Samples
- Collaborate with CATE, L2 Distributed Operations, L2 Enterprise, and other key stakeholders to develop and implement capability roadmaps for the Database Platform in all versions (MSSQL, Oracle, Sybase)
- Implement the global roadmaps, procedures and best practices in the LATAM Database estate
- Enforce policies and standards within the Region
- Act as primary liaison with vendors and management on technical issues and roadmap
- Develop relationships with key internal/external customers to identify emerging needs
- Proactively mentor to promote skill development
- Accountable for root cause analysis for Severity 1, Severity 2, and chronic recurring estate-wide incidents
- Collaborate with client managers, project managers, applications and infrastructure teams to plan and coordinate estate-wide changes
- Manage technical deliverables for estate and internal technical projects to high quality of standards
- Maintain internal infrastructure used for monitoring and metric dissemination
- Expert knowledge within the platform of at least 10 years
- Certification(s) in platform technology
- Oral and written skills
- Presentation skills that can influence the target audience and motivate to action
- Ability to effectively mentor engineer
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Infrastructure Senior Manager Resume Examples & Samples
- Manage global release team
- Strategic planning, monitoring and implementation of patching across all regions
- Responsible for Release Management lifecycle which includes scheduling coordinating and the management of releases across the ATM enterprise
- Responsible for configuration management of ATM devices in KTC
- Tracking and auditing software versions on Citi ATM network
- Manage the repository of all individual ATM characteristics to ensure network connectivity and uptime to the end users
- Effectively communicate issues and status updates with Technology, Operations and Business teams
- Work with various Service Providers and Business partners on multiple ATM projects
- Forward Plan the release windows and cycles across a portfolio
- Manage risks and resolves issues that affect release scope, schedule and quality
- Measure and monitor progress to ensure application releases are delivered on time and within budget, and that they meet or exceed expectations
- Produce Deployment, Run Books and Implementation Plans
- Weekly Release Reporting
- Communicate release details and schedules to the Business as required
- Negotiate, plan and manage all release activities
- Work with release engineers to understand impacts of branches and code merges
- Participate in CAB meetings to discuss release scope and/or roadblocks
- Maintains a release repository and manages key information such as build and release procedures, dependencies, and notification lists
- Service Now
- KTC NetConfig
- KTC Software Distribution
- Visio
- Microsoft Office Tools including Project Management
- Productive Meeting Facilitation
- Communication Tools such as IM, Web Ex
- Microsoft Office Suite (i.e., Word, Excel, Access, Outlook, Project, Visio)
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Infrastructure Senior Manager Resume Examples & Samples
- Experience designing and implementing virtualization infrastructure to support VDI, and application delivery
- Experience scripting in vbscript or PowerShell
- Experience managing large/distributed XenApp and XenDesktop environments
- Experience with Business Continuity Disaster Recovery Planning
- Demonstrated high level of proficiency in VMware Horizon View, Citrix XenDesktop, XenDesktop and Provisioning services
- Experience in vCenter Operations Manager and vRealize
- Sound problem solving and process skills
- Strong Appsense Skills in the areas of Application Manager, Environment Manager and URM
- Management of VWS team in APAC region
- 14+ yrs experience in IT
- 10+ Experience in VWS Space
34
Infrastructure Senior Manager Resume Examples & Samples
- 3-5 years previous personnel and operational management experience preferred
- General education requirement (high school / secondary school or equivalency), associates or 4yr/bachelor’s degree are highly preferred
- 2+ years direct project manager experience
- 2+ years training curriculum development and maintenance or equivalent preferred
- Previous experience with Third Party Supplier Management required
- 2+ years working knowledge of DNS and Domain Registrars and Registries
- Familiarity with Internet Corporation for Assigned Names and Numbers (ICANN) organization
35
Infrastructure Senior Manager Resume Examples & Samples
- Provide TierII Technical Support for Citibank’s global network with a focus on network infrastructure in the Americas region
- 85% ‘Break/Fix’ support of standard enterprise Cisco Internetworking Technology solutions
- 15% ‘Break/Fix’ support for Internetworking technology infrastructure solutions such as
- 3+ years of experience in providing network operations support. Experience supporting a network with 1000+ nodes is preferred. NOC (Network Operations Center) experience is highly preferred
- Intermediate level working knowledge of enterprise TCP/IP communications (IPv4, QoS, IPSEC, etc.)
- Intermediate level working knowledge of Cisco routers and switches, WANs, (T1, T3, MPLS)
- Any of following Industry Certifications are highly preferred
- Cisco Certified Network Professional (CCNP) is highly preferred and required within 1 year of hire
- Cisco Certified Network Associate is preferred (CCNA)
- Juniper Networks Certified Internet Associate/Specialist/Professional (JNCIA, JNCIS, JNCIP)
- Information Technology Infrastructure Library – Version 3 Foundations (ITIL Version 3)
- Language Skills beyond English are a plus
- Areas of Need: Spanish, Portuguese
- General Attributes, Characteristics, and Capabilities
- Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication
- Must be aggressive but also professional
- Effective prioritization skills and high energy
- High sense of urgency and commitment to exceeding customer expectations. Strong personal work ethic, inspires excellence and enthusiasm amongst peer group
- Ability to provide clear and detailed documentation of all technical troubleshooting tasks performed on all incidents in order to maintain proper continuity in a 24x7 network operations center environment
- Proficiency in managing customer satisfaction requirements within the confines or operational procedures to achieve a suitable outcome for all stakeholders
- Demonstrated technical competencies and history of increased responsibilities during previous three years
- Strong dedication towards continual growth and self-improvement including year-over-year progression in industry certifications and overall technical proficiencies and knowledge base
36
Infrastructure Senior Manager Resume Examples & Samples
- Build and maintain effective working relationships among various work groups globally while managing relationships with consideration of country culture and language differences
- Gather, analyze and report statistical measurements on ATM/CDMs across the globe
- Identify, manage and actively support ATM operation process improvements
- Coordinate and facilitate productive weekly and monthly performance review meetings
- Identify, secure, and lead appropriate resources required to deliver on various tasks within a project
- Actively participate and assist with ongoing ATM projects
- Provide clear, concise status updates to various levels of management and staff through frequent progress reports and meeting minutes
- Effectively escalate issues/obstacles that have potential of impacting performance measurements
- Proactively monitors ATM performance trending daily, weekly and monthly looking for anomalies in the data and providing analytical statements
- Proficient in following problem management techniques for investigation of identified performance problem areas
- Produce analytical reports and problem analysis summaries for business partner requests
- Maintain reporting integrity by monitoring known data processing issues and submitting change requests on behalf of our technology partners
- Manage reporting standards change control where project initiatives impact the ATM reporting environment
- Provide project support in documenting process flow charts for project conversions to global technology and operations partners which includes documenting technical processes
- Analyzing and establishing delivery priorities working with project teams/IT business partners to deliver monitoring conversion projects on time
- Review technical documents to ensure consistency, accuracy and compliance with Citi's corporate technology directions, project standard practices, audit compliance and processes
- Fluent in English both oral and written
- Excellent effective communication skills, both written and oral
- Ability to successfully work with and lead teams with diverse backgrounds and language differences while having no direct authority over resources
- Advances skills in Word, Excel and Power Point
- Ability to work various hours to support resource time differences with the U.S. and supported countries
- Ability to follow complex and unique processes and adapt to change rapidly
- Ability to effectively work without supervision
- Strong conflict management skills
- Analytical thought needed to drive resolution to issues in a variety of complex situations
- Ability to manage multiple issues in fast-paced, deadline driven environment
- Superior organizational skills needed to manage several issues and follow-ups simultaneously
37
Infrastructure Senior Manager Resume Examples & Samples
- Manages one or more technology infrastructure teams, Level I and II (Security) support
- Provides technical oversight across systems and applications; leverages skills across multiple technology infrastructure areas
- Reviews and analyzes proposed technical solutions for projects. Contributes to formulation of strategies for technology infrastructure and other functional areas
- Evaluates and recommends the selection of security applications and systems or emerging products and technologies
- Manages the planning and implementation of security administration
- Conducts in-depth cost benefit analyses to justify investment in security controls to mitigate risks
- Applies in-depth understanding of concepts and procedures within own area and basic knowledge of other areas to resolve issues that have impact beyond own area. Demonstrates an in-depth understanding of how technology infrastructure integrates within the overall technology function to achieve objectives; requires a good understanding of the industry
- Evaluates subordinates' performance and makes decisions on pay increases, hiring, terminations and other personnel actions
- Provides evaluative judgment based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents. Responsible for delivery of end results and shares responsibility for budget management which directly impacts the technology infrastructure area; accountable for resource planning
- Persuades and influences others through strong communication and diplomacy skills; may negotiate with external parties
- First point of escalation for team and procedural issues provides guidance and instructions to team members and is the primary escalation contact for customer concerns
- Lead responsibility will stretch beyond standard work hours based on escalated issues and support needs
- Ability to triage and lead multiple processes to ensure accuracy and efficiency
- Handle all escalated employee concerns ensuring standardization of processes for supporting ATMs/Branches support
- Work in conjunction with peers and other team members to effectively support our complex model
- Lead staff to ensure assigned ticket queue is effectively worked within the service level agreement standards
- Report and follow-up on aging and reoccurring problems
- Effectively communicate issues and status updates with business users, service providers, and management
- 2-6 years of previous release and/or project management experience, (Solid understanding of project management principles preferred)
- 8-10 years of experience in information systems operations environment in systems analysis or development
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Infrastructure Senior Manager Resume Examples & Samples
- Reactive problem Management:- Getting involved immediately after service-impacting incidents and ensuring the root cause analysis is carried out in a structured and methodical way and that all remediation activities identified are completed in a timely manner, overall reducing the risk to the organisations technology systems
- Proactive Problem Management:- Focusing on analysis and trends, creating proactive initiatives across the technology environments and teams to drive improvement initiatives which are results-driven for the EMEA business
- Providing leadership and direction on global process standards within the region
- Chairing Post-Mortem Reviews (PMRs) for high profile sector businesses
- Maintaining a work slate of proactive improvement initiatives that will be visible to senior managers in the region
- Managing and prioritising the workload of the direct teams and virtual teams providing support to the improvement initiatives
- Escalation to senior managers on key risks and remediation activities that may be at risk of delay
- Communicating process changes and updates to the businesses in the region
- Scrutiny of high priority and/or high risk Incidents, Problems and where applicable Changes
- Carrying out Post Implementation Reviews (PIRs) of failed changes
- Identifying and defining targeted improvement initiatives within the process and wider technology business
- On-going review of risk management strategies within the region with respect to problem management
- Providing information, and where appropriate, training on process and the service management tool
- Show initiative and be able to work on their own
- Pro-active, can do approach
- Accuracy and attention to detail
- Personal commitment
- Dynamic, enthusiastic, confident, reliable team member
- ITIL Foundation Certified
- Minimum 5 years of working experience in IT Operations and 2 years within a problem management background
- Ability to interact with sub-ordinates, peers and senior management in a constructive and business-focused way
- Demonstrable ability to multi-task and prioritise effectively
- Good command of spoken and written English
- ITIL Practitioner or Manager Certified
- Experience of establishing a new ITIL process within an organisation, including successful stakeholder management experience
- Educated to university degree level
- Project Management certification and/or proven track record
- Experience dealing with infrequent requests from auditors and regulators
- Demonstrable continual process and service improvement
39
Infrastructure Senior Manager Resume Examples & Samples
- The Change Managers/Sector Liaisons: This group consists of a group of people aligned to customer groups within the bank. Responsibilities of this group include chairing internal customer CABs, managing change freezes in line with business priorities, representing change management as a single point of contact for their customers and managing and reporting to senior stakeholders within the business
- The Change Centre of Excellence: Quality checking and administrative support for the volume of changes being processed within the region
- The successful candidate for this role will be a part of the Change/Sector Liaison group described above
- Chairing Change Advisory Boards (CABs) for sector businesses
- Maintaining a Forward Schedule of Change for clients
- Managing and prioritising change conflicts in terms of change scheduling
- Managing sensitive change freezes in-line with Citi business priorities
- Scrutiny of high priority and/or high risk changes
- Carrying out Post Implementation Reviews (PIRs) of changes
- Identifying and defining standard changes and acting as the formal approval of those within a given sector
- On-going review of risk management strategies within the region with respect to change management
- Extensive years of working experience in IT Operations and 2 years within a change management background
40
Infrastructure Senior Manager Resume Examples & Samples
- Facilitating and managing all SEV 1 and SEV 2 High, and SEV 2 incidents
- Extensive enterprise incident management experience across several IT disciplines
- A solid understanding of Citi’s lines of business with a primary focus of the institutional clients group / markets
- Knowledge of transactional banking preferred
- Payments, wire transactions, and ACH
- Leadership – Capacity, Capability, and Competency (“Leaders inspire others to take action”)
- Unquestionable Command & Control presence
- Active Listening
- Ability and confidence to act with decisiveness on critical decisions
- Ability to learn and develop quickly
- Drive all incidents globally until resolved using “Command & Control” methodology
- Manage support teams to address and resolve outages
- Help manage escalation notification and rapid communications to all senior executives and stakeholders across the company
- Continuous process improvement while increasing service quality
- Help build close relationships with Service Assurance teams such as Problem Management
- 10 + years running incidents / situations / crisis events in a large, complex enterprise environment
- 10 years technical experience – preferably in leadership or a Subject Matter Expert (SME) contributor role in an application support or infrastructure organization
- 10+ years working in a process-driven environment
- 10-15 years of interacting with a demanding customer focused service delivery organization
- 10 years of experience with IT process related industry best practice service delivery framework and IT service management standards such as (such as ISO 20000-1:2005)
- Solid understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework
- Strong “Command & Control” presence
- Industry recognized trouble shooting methodology to be able to ask the right questions
- 10+ years of experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises
- University undergraduate BS/BA degree, however a Graduate (MBA) degree is preferred
- CISCO certifications a plus
- CISSP certification a major plus
- Multi-lingual in English, Spanish, Portuguese a significant plus
- Military Service a significant plus
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Infrastructure Senior Manager Resume Examples & Samples
- ITIL V3 Foundation certification is a must and a Practitioner level is desirable
- Experience: 10 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred
- Technical expertise on one or more of the following disciplines is required: Open Systems, Mainframe, Storage, Network, Web/Application/Middleware services, Problem/Incident Management, IT Service Assurance or Application Development
- Specialized Knowledge, broad technical knowledge base requirements: Familiarity with the following technologies: MVS, UNIX, Windows, storage environments (Tape, SAN, and NAS), network solutions (LAN, WAN, 3rd party connections, dedicated circuits), web/application/middleware services, Tivoli, Autosys Job Schedulers, and Connect: Direct data transmission and business applications
42
Infrastructure Senior Manager Resume Examples & Samples
- Engaging teams and individuals to drive technology adoption and offer architectural guidance
- Being able to display project and financial skills to represent CISS in Mexico with Financial and Headcount decisions
- Developing team and organizational structure, while managing on and off site team members
- Proven ability to create educational materials/presentations, and guide teams on processes and best-practices
- Strong understanding of Technology Infrastructure environments, products experience with overall network architecture components
- Experience deploying Cloud Environments
- Bachelor’s Degree in Technology, Electronics, Systems or similar is desired. We also receive people with equivalent work experience
- Bilingual required (English/Spanish)
- Project Management certifications are a plus
- Experience in the Financial Industry is a plus
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Infrastructure Senior Manager Resume Examples & Samples
- Bachelor degree in computer science or other related or equivalent work experience
- Expert infrastructure knowledge with at least 8 years experience in large mission-critical non-stop environments
- 5+ years as Technical Manager
- Core understanding of Cloud Technologies
- Certification in platform technologies
- Ability to effectively mentor engineers
- Industry expert level platform design and administration skills (able to teach others )
- Outstanding written and verbal communications
- A leader, with the courage and persistence to drive constant change through collaboration and partnership
- An accomplished solution provider and problem-solver
- A well-organized person, capable of working with minimal supervision
- Proven track record working under pressure, balancing multiple projects, meeting aggressive deadlines, making difficult decisions, delivering quality solutions, and effective leadership and communications
44
L Email Backbone Infrastructure Senior Manager Resume Examples & Samples
- Daily oversight of team needs and responsibilities as related to BAU tasks, projects and staff management
- 7+ Years Messaging experience and related products including spam, malware and messaging directory solutions
- 7+ Years Information Technology in a large scale environment of users (100K+) for a financial institution or a comparable industry
- 5+ Years programing/scripting
- 5+ Years Linux/Unix
- 5+ Years Proofpoint/Sendmail administration and configuration
- ITILv4 (Desired but not required)
- RHCE OR RHCSA (Desired but not required)
- UNIX certification, any flavor - Solaris , Oracle, HP-UX, AIX (Desired but not required)
- MCSE: Messaging (Desired but not required)
45
Infrastructure Senior Manager Resume Examples & Samples
- Driving, leading and reviewing cloud related technology assessment and design activities
- Identifying opportunities for transforming cloud and infrastructure-related technologies based on benchmark data and cost / benefit analysis
- Developing a cloud design which supports a robust technology solution, taking into account business, user and technical requirements, etc
- Developing infrastructure transformation transition approaches; and
- Driving and supervising infrastructure / cloud build, test and deployment activities
- Extensive knowledge on cloud, datacenter and infrastructure design
- Expertise on datacenter technologies across servers, storage, network devices, Windows, Linux distribution, virtualization (e.g. VMware), loadbalancers, backup, DR and security
- Deep expertise on at least one public cloud provider platforms (i.e. AWS, Microsoft Azure)
- Experience with at least one Platform-as-a-Service environment (e.g. OpenShift)
- Experience in large scale (more than 1000 physical servers) cloud / datacenter infrastructure design
- 15+ years of work experience and assumed an architect role for at least 5 cloud or data center design projects
- Experience in leading and collaborating with various vendors to achieve project delivery milestones
- Experience with the latest approach on application development (e.g. Agile, DevOps) a plus
- Ability to meet travel requirements, when applicable
- Eagerness to contribute in a team-oriented environment
- Ability to work creatively and analytically in a problem-solving environment
- Good communication (written and oral) and interpersonal skills; and
- Fluency in written and spoken English and Cantonese (preferably Mandarin as well)
46
Infrastructure Senior Manager Resume Examples & Samples
- Planning, organizing, monitoring and managing of activities in the Incident, Problem, Change, Configuration and Service Management functions within Asia Pacific Production Operations organization
- Managing, escalating technology Incidents, facilitating resolutions and recommending service improvements, across functions like Batch processing, Data transmission, Process automation, Deployment services, which are key to the success of Production Operations in its entirety
- Providing management support in ensuring highest levels of service quality and improving service levels through identification of problem trends and causes which impact the delivery of Production Services
- Developing strong business relationships to help coordinate/resolve major support incidents, production problems impacting businesses, towards enhancing client experience
- Proactively engaging with clients on new initiatives at the planning/development stage itself, strengthening support abilities to help predict certain outcomes, be able to pin point at the various issues surrounding missed opportunities, Human and/or Procedural errors committed by the teams, validating root/contributing causes and corrective/preventive actions to see how effective they will be when enforced
- Maintaining contacts with major business stakeholders to foster and maintain cooperation required for critical initiatives Continuous Service Improvement
- Creating and delivering business presentations to senior management including metrics based contents
- Education and Training: Bachelor’s degree in Business, Computer Science, or related discipline required
- 10 years managing complex IT initiatives in a matrix environment or Operational Line Managers experience is preferred
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Infrastructure Senior Manager Resume Examples & Samples
- To mentor and provide training to junior members of the team and effectively and swiftly onboard them
- To foster teamwork and collaboration with team, so as to drive outstanding results
- To be able to work effectively with virtual and remote teams
- To actively contribute towards self-development by creating and following development plans based on development discussions with immediate manager
- To comply with all people related processes as mandated by CTI
- Extensive years of experience in Client Service Management
- Exposure to technology industry
- Extensive and primary experience in Technology, Finance and Business Management
- Broad knowledge of other functional and technical areas
- Experience of working with multi-disciplinary teams
- Exhibit strong Business Acumen with ability to spot deviations from the norm
48
Infrastructure Senior Manager Resume Examples & Samples
- Provide technical leadership to ensure world class performance of critical Voice infrastructure in APAC
- Ensure the Voice service delivers a high uptime to the business
- Make sure the Voice support teams are focused and taking continued end to end action for any items that need to be addressed
- Have a clear vision of business expectations of the service
- Will have end-to-end service accountability for Voice Services including but not limited to, optimizing infrastructure build processes, currency/refresh, VTM management, compliance/risk, audit, service request fulfillment, monitoring, trend analysis and ensuring infrastructure capacity and uptime meet SLO/SLA’s
- Will be responsible for maturing operational process capabilities including incident, change, problem, release and availability management for Voice
- Will act as the primary liaison between CATE architecture, solution engineering and platform managers to influence Voice product roadmaps and strategic product selection
- Will drive total quality improvement of Voice infrastructure solutions to minimize and eliminate incidents due to architecture or design defects (SPOF), capacity related incidents, and EOL/EOVS infrastructure
- Will be responsible for driving efficiencies through automation and self-service where possible or identifying and transitioning low risk commodity functions to lower cost service providers
- Lead service/platform service improvement plans to address deficiencies in technology solutions and operational processes including service design, service transition, capacity management, incident, change, problem and event management
- Develop relationships with key customers to identify emerging needs
- Manage through metrics to measure effectiveness of process improvements and business value
- Accountable for root cause analysis for Severity 1, Severity 2, and chronic recurring voice incidents that impact the business sector
- Technical Leadership position requiring broad technology infrastructure and IT services industry expertise; with strong interpersonal skills who can provide technical thought leadership in a global scale
49
Infrastructure Senior Manager Resume Examples & Samples
- Develop and manage key performance indicators (KPI) across all voice products and support teams & partners
- Develop formal training curriculum within the corporate training application, monitor staff participation, address training gaps, and measure training effectiveness
- Develop automated process controls and reporting, evaluate process effectiveness through LEAN & Six Sigma concepts, and implement process improvements to reduce risk and improve productivity
- Provide governance over the automated collection of voice inventories (CSI, Aperture, NetInfo, CISAR,) and EERS feed data into EUVCCD centralized repository, collect and establish requirements working with support teams to improve management of voice products across operational teams and partners
- Evaluate product support models working directly with each platform manager to ensure their completeness & operational effectives against established KPIs, and address gaps through performance improvement plans
- Escalate information security issues identified in to the control manager and monitor remediation
- Collaborates with Regional Service Delivery Managers, Build & L3 teams, and Platform Managers, to address operational and compliance issues and improvement
- Limit exposure through end-to-end oversight of operational transitions to ensure standard global support structure is applied to all transitions, migrations and deployments
- Achieve consistent participation and acceptance of work from support partners through the use of medium and long term operational support roadmaps
- Discover and mitigate operational and support deficiencies through proactive measures and continued service improvement
- Create an awareness of standards and best practices in all areas of oversight
50
Infrastructure Senior Manager Resume Examples & Samples
- Establish Infrastructure Services “Plan” team structure and lead team’s daily activities, including coordination with global infrastructure delivery teams
- Coordinate review of design and delivery activities to ensure the quality and functionality of platform/systems
- Act as the Operations Liaison with all application/development groups in local office and build a strong collaborative relationship with internal partners
- Ensure initiatives are adequately staffed; trained and managed through ongoing personnel development; training; and cross training opportunities
- Ensure personnel have appropriate skills and behaviors; and effectively communicate performance results; as necessary
- Ensure industry best practices are integrated into department processes
- Establish departmental roadmap to ensure alignment with MasterCard Global Operations objectives
- Ensure cross departmental networking occurs
51
Infrastructure Senior Manager Resume Examples & Samples
- At least 10 years experience
- Excellent Network of contacts
- Excellent technical Wintel knowledge across a broad range of areas including Windows 2003->2012; Some MS cluster and general clustering concepts, SQL support at platform level, IIS, Citrix knowledge and support at platform level, VVR and other replication concepts, VMware, network concepts, storage, DNS and load balancing concepts
- Excellent knowledge of Citi systems and processes
- Outstanding appreciation and solid grasp of audit process, concepts and requirements
- Excellent negotiator
- Project management and coordination skills
- Must be able to deal with difficult people and uncertain situations
52
Infrastructure Senior Manager Resume Examples & Samples
- To manage and maintain the relationships with the business customers; to understand their requirements, drivers and any concerns they may have
- To understand the compliance and control policies related to the scheduling team and function and to ensure they are properly managed and maintained
- To manage the resourcing of the scheduling function to ensure the staffing levels are maintained for support and administrative tasks throughout the year
- To manage the team in APAC and ensure standards, skills and development are maintained regardless of other pressures
- Represent the Scheduling team within the region/global meetings and forums and ensure any issues are reported properly
- Maintain the technology and architecture to provide the most up to date service and toolkit available to the customers. Ensure software and systems are in support
- Vendor Management, ensure the vendor is made aware of any issues or potential issues and that all of the software in use is correctly licensed
- Risk Management to ensure any risk whether it is originated by the user or the scheduling team is identified and controlled
- Ensure the standard of QA is maintained by our vendor teams within and external to Delivery
- Issue and Problem Management; ensure issues are correctly tracked and categorised so that problems can be spotted early and acted upon. Generation of Post Mortem & associated remediation tasks in the event of a TI DC initiated/owned outage
- Product Knowledge; A good working knowledge of TWS is required including the supporting infrastructure
- Regular MIS reporting
53
Infrastructure Senior Manager Resume Examples & Samples
- Leading a team of 80 - 100 members on Tier I Technical Support in Distributed, Network and Mainframe
- Primary contact for the initial Tier I Technical Support
- Communicate with Command Center Management to provide frequent status updates regarding technical issues and status of the remediation efforts
- Workflow distribution among the team members in various levels
- Provide Tier I Technical Support for Citi’s global technology infrastructure
- 6-8 years of experience in Distributed / Network / Mainframe platform(s)
- Experience in managing a large team (Preferred, not mandatory)
- Ability to communicate clearly, lead audio / video conference meetings, display very strong caliber in both written and verbal communications
- Knowledge of multiple technologies in distributed, Network and Mainframe platforms
- Understand how to troubleshoot within a distributed, Network and Mainframe environment and escalate issues appropriately
- Understand and follow CTI Command Center Operations operating procedures, daily support practices, major incident support, etc. and provide feedback to the leadership team, for the purpose of continuous service improvement and operational excellence
- Be able to train staff on different platforms and levels
- Handle SEV1/2 issues effectively and without supervision
54
Infrastructure Senior Manager Resume Examples & Samples
- Have at least 10 years’ experience in IT
- Be adept at developing a large network of contacts
- Possess excellent management and leadership skills and experience
- Hold technical Wintel knowledge across a broad range of areas including Windows Platform
- Possess some MS cluster and general clustering concepts, SQL support at platform level, IIS, Citrix knowledge and support at platform level, VVR/SRDF/Arcserve and other replication concepts, VMware, network concepts, storage, DNS and load balancing concepts
- Have a solid grasp of audit process, concepts and requirements
- Be an excellent negotiator
- Possess exceptional time management skills
- Possess project management and coordination skills
- Have experience dealing with difficult people and uncertain situations
55
Infrastructure Senior Manager Resume Examples & Samples
- Proven leadership skills, with experience of managing local and remote teams effectively
- Proven customer service experience. Responsible for maintaining several different corporate systems throughout the software request life cycle and producing reports on an as needed basis
- Develop and continuously enhance strong “trusted advisory” partnerships with all internal stakeholders and business colleagues
- Provide guidance and training to software requestors on the software ordering and approval process
- Evaluate requests across the businesses to identify areas for consolidation and leveraging in an effort to create and take advantage of save opportunities
- Proactively follow up and monitor progress of all outstanding issues until completion, and continually relay the status to the requestor
- Proven customer service experience
- Strong teamwork skills are decisive for the role
- High level of proficiency in MS Office (Excel, Outlook and PowerPoint)
- Data analysis, planning, multi tasking and prioritization skills
- Influencing skills are essential for this role across all levels of the organization
- Strong work ethic and excellent use of discretion and judgment
- Ability to build strong relationships both in person and virtually
- Effective communication skills at all levels
- Ability to analyze complex issues and present findings and potential solutions to various levels of management
- Software Asset Management experience, Knowledge of the commercial attributes of software (license types, maintenance, payment models, and licensing and usage rights) is strongly preferred
- ITIL / extensive Sigma experience
