[Hiring] Infrastructure Escalation Manager @Agama Solutions

Role Description

The Global Hosting team is responsible for managing Infrastructure Operations. These teams consist of Service Delivery (ITSM function), Cloud Operations, Database Management, Storage/Backup/Monitoring, and Network. This position will provide oversight and management of escalations from the business and within Global Hosting. The ideal candidate will have strong Infrastructure, Cloud, and Operations experience in enterprise environments. This person has strong technical capabilities and is a confident communicator. They will be able to multitask in a fast-paced environment with short timelines and high visibility from our clients and internal customers. This person will interface with Infrastructure Architects, Application teams, Business Units, and Senior Leadership.

The ideal candidate will be comfortable communicating at all levels and have a broad technical understanding. This person should have above-average written and verbal communication skills as well as project management and presentation skills. They should have experience in gathering requirements and be results-oriented.

• Respond to critical escalations across Global Hosting teams, the Business Units, and Senior Leaders across the business.
• Track deliverables and drive results, frequently working with technical teams, architects, and business leaders.
• Ensure appropriate participation from all stakeholders and regular reporting on progress, calling out delays and roadblocks and proposing workarounds.
• Provide SME-level expertise, requiring a broad infrastructure background and ability to communicate technical terminology.
• Analyze Infrastructure-related issues and identify proactive improvement measures.
• Bring cross-functional teams together for a common goal.
• Experience with Process orchestration and Operational Efficiency.
• Utilize operational expertise to assist with driving resolution efforts regarding mission-critical incidents.
• Understand infrastructure and application architecture and communicate effectively in relation to that architecture.
• Adhere to ITIL and ITSM Best Practices.
• Work independently and manage multiple responsibilities simultaneously.
• Be an energetic individual who works with a high sense of urgency, a problem solver.
• Drive disparate teams through positive influence.
• Deliver nuanced communication.
• Speak up and take control of a situation, possessing confidence and strong technical communication skills.

Qualifications

• Bachelor's Degree or equivalent relevant experience.
• Above average written and verbal communication skills.
• In-depth conceptual and practical knowledge related to IT Infrastructure & Operations.
• Experience with Azure, AWS, and Cloud Networking as well as common operational functions such as Storage/Backup/Monitoring.
• Demonstrated analytical and problem-solving skills with strong attention to detail.
• Ability to drive projects forward with limited oversight.
• 10+ years of supporting IT operations in a large-scale environment.
• 3+ years of Cloud, Infrastructure, and Network experience.
• Able to work independently and drive efforts to completion.
• Strong communication, problem-solving, and analytical skills.
• Able to manage project requirements and timelines independently.