Job Description

About this role

Providing exceptional vision and leadership, the Technology Services Manager leads a team of engineering and IT professionals to coordinate, implement, maintain and continually improve hosted and cloud-based systems, networks, and technology support services.

Reporting to Engineering Lead, the Technology Services Manager interacts with all areas of leadership in Engineering and Information Technology to further refine, optimize, and transform technology operations and services.

This role is responsible for establishing operational excellence; service level agreements that align with business and technology strategies, developing staff, streamlining processes, maintaining efficient, high-quality, and secure operations, managing budgets, and managing service providers, vendors, and contracts.

The Technology Services Manager will be responsible for leading world-class, high-availability data centers and managing development, test, and staging environments. Leads an IT Operations team of 10 people globally.

Manages a team of intermediate or experienced professionals in Design Engineering. Guides the preparation of designs and working plans, creates designs for reviews, and coordinates with engineering staff and other organizations regarding design engineering activities.

Key Responsibilities

• Ownership of production internet-facing application availability including supporting the implementation of high-priority new products and services. Establish clear metrics for availability and monitoring methods to regularly assess performance.
• Enable and ensure 24x7x365 coverage across all global offices, for internet-facing and internal services, including cloud-enabled solutions, and be available to oversee incident management and resolution as needed. Coordinate and oversee root cause analysis and recommend long-term solutions and risk reduction plans.
• Ownership of all IT Operations processes and compliance including security, governance, and audit support
• Lead efforts to keep abreast of leading-edge technology in the IT/Infrastructure space
• Provide project management to implement technologies that will provide high availability and performance, low cost, and be industry compliant
• Actively participate in roadmap business processes, contributing to and communicating the technical vision and strategy to all staff members
• Ownership of development, test, and staging infrastructure environments. Ensure high availability of all environments. Create and execute an effective DevOps environment including standardized deployments.
• Ensure proper Corporate and engineering standards and processes are followed and documented properly including Change, Incident and Configuration Management
• Integrate cross-functionally with peer design technology managers to ensure continuity in the overall system architecture and New Product Development project execution
• Partner and interface with key stakeholders in the development, implementation, and delivery of service objectives with our service providers, ensuring agreed-upon objectives are planned and delivered
• Oversee contract negotiations from vendors and service providers, define statements of work, negotiate costs and value-add services, identify optimal SLAs, and ensure vendor timelines are adequate to ensure all aspects of technology operations requirements and performance standards are met
• Coach, recognize, and appraise team members’ performance effectively. Make recommendations for salary adjustments, other salary compensation, and other recognitions
• Actively participate in and maintain strict compliance with all UTC Policies and EHS requirements

Qualifications

• Associate Degree
• 5+ years of experience managing information technology operations
• 5+ years’ experience with delivery of infrastructure design and operational excellence.
• 3+ years’ experience in designing and implementing security architecture and controls in a cloud environment

We Value

• BS or MS Degree in Information Technology, Computer Science or IT related field
• 5+ years of strong skills in IT Service Management processes. ITIL experience preferred.
• Network Management or Security Certifications
• Proven experience managing globally distributed teams and resources where systems availability and quality are a priority
• Deep expertise in two or more of the following technology domains, but fluent in all technology domains (server, network, database and data systems, cloud, virtualization, storage/backup, identity, and access management) in both Windows and Linux environments
• Strong knowledge of cloud-based architecture, both Infrastructure as a Service and Platform as a Service (Azure and/or AWS)
• Demonstrated track record of leading a team where customer experience was a priority
• Advanced communication skills to engage with peers, customers, and senior management to achieve excellent partnerships and results. Demonstrated results in negotiating, root cause analysis, and influencing at all levels and with external organizations.
• Expert at creating and managing DevOps environments, managing development support, production deployments, configuration management, and ensuring all Service Level Agreements are met
• Knowledge of designing, implementing, and supporting Software as a Service in public cloud environments
• Highly self-motivated, self-directed, and attentive to detail with the ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong situational analysis skills, decision-making, and critical thinking
• Knowledge or experience with security systems, software, and products.
• Demonstrated ability and desire to scale to larger positions and leadership roles
• Demonstrated ACE or Six Sigma competencies
• Experience working with non-US-based teams and suppliers. Sensitivity to cultural biases and understanding the communication practices needed to create successful partnerships in an open and supportive environment.

RSRCAR