Infrastructure Manager
at TribolaTech Inc
in
San Diego,
California
Posted in Other 12 days ago.
Type: full-time
Job Description:
- Manage and optimize the delivery of IT services to meet agreed-upon SLAs and KPIs
- Monitor the performance of IT services, identify areas for improvement, and implement necessary changes
- Develop, negotiate, and maintain service-level agreements (SLAs) with internal and external stakeholders
- Ensure compliance with SLAs and take corrective actions as needed
- Lead and mentor a team of IT professionals, including service desk staff and technical support teams
- Foster a collaborative and high-performance work environment
- Build and maintain strong relationships with internal business units and external vendors
- Gather feedback from stakeholders to continually enhance service quality
- Identify areas for service improvement and work with teams to implement process enhancements and automation
- Proactively address potential issues to minimize service disruptions
- Develop and manage the IT service delivery budget, ensuring cost-effectiveness and resource optimization
- Oversee the incident and problem management process to ensure timely resolution and root cause analysis
- Define, track, and report on key performance indicators (KPIs) related to IT service delivery
- Generate regular reports for management and stakeholders
- Collaborate with third-party vendors and suppliers to ensure the delivery of contracted services
- Evaluate vendor performance and negotiate contracts as needed
Requirements
- Bachelor's degree in Information Technology, Computer Science, or related field
- 7+ years' of Proven experience in an IT service delivery management or a similar role
- Strong understanding of ITIL or other IT service management frameworks
- Excellent leadership and team management skills
- Exceptional communication and interpersonal skills
- Strong problem-solving and decision-making abilities
- Project management skills and experience
- Knowledge of emerging IT technologies and trends
Preferred:
- Master's degree
- IT certifications - PMP required.