Manager IT, Infrastructure Operations

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Manager IT, Infrastructure Operations
Location: Pittsburgh

Thermo Fisher Scientific's Global Operations team manages the Hybrid Cloud infrastructure, with the goal of delivering a resilient, secure, and scalable global infrastructure. We are in search of someone experienced in leading technical teams that support hybrid cloud environments. This position entails defining our support strategies to better suit the complexities of a large global environment.

How will you make an impact? As a Manager, Infrastructure Operations, you will provide technical expertise to improve efficiency, reduce downtime, mitigate security risks, and optimize global enterprise operations. The key aspect of your role will be to establish a team that uses data, improving dashboards, and vital metrics.

What will you do?

• Establish, manage, and lead a support organization in line with Information Technology Infrastructure Library (ITIL) standard methodologies.
• Ensure critical metrics are consistent across a global customer base to boost service efficiency.
• Manage incident processes to detect and resolve service outages and degradations quickly, ensuring services return to normal levels.
• Collaborate with third-party vendors, upper management, and leadership of other groups to ensure smooth processes.
• Oversee detection, response, resolution, critical issue management, and reporting of service-impacting events and incidents.
• Foster a culture of automation to reduce manual work and drive efficiency.
• Lead and develop capacity management and lifecycle management strategies.
• Implement innovative IT Service Management solutions to enable best-in-class customer service and continual process improvement.
• Conduct quality reviews and continuous improvement practices to address trends and improve work instructions and customer service outcomes.
• Enhance service management policies, standards, and procedures, leading the rollout to include training, automation, incident reporting, and resolution.
• Apply metrics and trend analysis to reduce Mean Time To Resolution (MTTR), improve First Contact Resolution (FCR), enhance network performance, and monitor Preventive Maintenance (PM) completions, aging tickets, and service-affecting issues.
• Manage leadership responsibilities including staffing, onboarding, coaching, training, development, mentoring, knowledge management, engagement performance management, and recognition.

How will you get there?

Education/Qualifications:

• Bachelor's degree in Computer Science preferred or equivalent job experience.
• Demonstrated ability in a large enterprise IT infrastructure.

Experience:

• Analytical problem solver with data-driven decision-making skills.
• Strong verbal, written, and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations.
• Strong problem-solving skills, critical thinking, and excellent analytical ability.
• Team building, mentoring, and coaching skills.
• Outstanding interpersonal skills and the ability to influence colleagues.
• Focus on Customer Support - dedication and ensuring high levels of service.

Our goal is to help customers improve global health, cleanliness, and safety. Colleagues uphold Integrity, Intensity, Innovation, and Involvement values.