Sensata Technologies, Inc. Director, IT Infrastructure and Operations in Attleboro, Massachusetts
The IT Infrastructure and Operations Director is responsible for the oversight of the Technology and Help Desk operations including monitoring, tracking and prioritization of service issues. The IT Infrastructure and Operations Director manages the IT Operations staff, incorporating both internal facing corporate end user support and Infrastructure Operations (Compute and Storage, Datacenter and Application Hosting and Network). The Director will be responsible for defining and executing the IT infrastructure strategy, architecture and standards to include disaster recovery, security, systems and storage, systems management and computer operations to ensure 24x7 operations. The IT Infrastructure and Operations Director will also direct and implement the organizations Total Quality Management function.
Oversee the monitoring, maintenance, upgrade and administration of IT systems, to include servers, storage, databases, desktop / laptop and mobile devices.
Responsible for the operation of a mission critical 24x7 IT infrastructure including data center operations, WAN/LAN/Wireless networks, monitoring and configuration tools.
Design, implement, deploy and manage systems monitoring processes and tools to proactively identify and resolve problems within the computing environment.
Support the end user computing environment (desktops, laptops, mobile devices and desktop applications) to ensure user requirements are met. Manage service desk technology and resources to resolve end user issues and requests.
Manage the timely backup and recovery of applications and systems to enable the recovery of information.
Design, manage, upgrade and deploy standardized hardware and software images and configurations for the end user computing environment.
Practice and ensure delivery of exceptional customer service to all customers.
Manage to all service level agreements and produce metrics in support of results. Analyze results to identify trends and opportunities for continual improvement.
Identify opportunities to optimize return on investment, efficiency, reliability, availability, serviceability, and simplicity of end user compute and infrastructure services.
Remain current in computer operations technology support concepts and provide input to strategy for adoption.
Meet regularly with regional teams to review work assignments and project tasks, set priorities, communicate and share issues.
Prepare project plans on assigned projects and lead or supervise assigned projects to completion in a professional and timely manner, according to IT standards and methodology.
Establish, plan, and implement all end user policies and procedures.
Globally track, maintain, and audit all desktop hardware, software and peripherals assets, and ensure license compliance (Hardware and Software Asset Management).
Develop asset life cycle management; refresh plans and new technology adoption. Produce and maintain accurate and detailed desktop lifecycle forecasts.
Oversee image distribution processes using Microsoft deployment products.
Collaborate with local and global stakeholders in the design of desktop and productivity solutions to meet business challenges and requirements.
Ensure architectural standards are adopted and applied, as appropriate, in a good, sensible and consistent way.
Research, evaluate and prototype desktop products and services and make recommendations which support Sensata requirements.
Evaluate technology risks, ensure that mitigation plans are in place and escalate when necessary.
Ensure that a process of continuous review and improvement are inherent throughout all elements of the Client Services and Infrastructure Services team.
Maintain adequate system inventory for just in time new hire set up fulfillment.
Manage mobile device purchasing and cellular call plans.
Develop team training to ensure the desktop team maintains up to date skills in new technology.
Ensure all phases of computer support including installations, upgrades, software, hardware, operating systems, and operating system configuration issues are properly coordinated, monitored, tracked, and resolved.
Improve customer service quality results by studying, evaluating and re-designing processes; establishing and communicating service metrics, monitoring and analyzing results as well as implementing changes.
Develop and implement standard Client Service tools and templates to maintain consistency across the organization.
Responsible for planning total quality policies, programs, and initiatives. Develops new and advanced tools, methods, and systems to ensure that the products and services are of the highest quality.
10+ years' of progressive IT leadership experience.
Experience with support and operations for IT infrastructure including compute and storage (Linux and Wintel), Network and End User computing.
Experience with IT desk-side support, having specialized IT service delivery experience, including enterprise help desk. Global experience is highly desirable.
Experience in the delivery of help desk services in a global organization.
Effective management of notification and escalation during outage and close collaboration with other IT teams are key success factors.
Proven track record of data center management with both hosted and cloud-based resources and the ability to lead the shift to the optimal delivery model.
Experience leading and successfully delivering complex initiatives related to end user computing or desktop configuration. Strong customer service skills and focus as well as problem solving skills.
Proven team-building skills. Proven experience motivating, coaching, developing, and performance management both direct and indirect staff. Customer service driven in every aspect of management style.
Proven experience organizing and performing large-scale PC hardware/software refresh programs using standardized deployment methodology with demonstrable results.
Experience with merger and acquisition of infrastructure and end user computing activity.
Experience working with users to develop current and future service level contracts; experience working with users to resolve service issues. Capable of developing, articulating and implementing a vision for the end user platform.
Knowledge of desktop components, computer and printer management, and IT asset management. Capability to develop and document operations and protocols.
Demonstrated ability to communicate and understand technical requirements, and to be responsive to specification documents.
Very strong communications skills, both oral and written, appropriate for a broad range including business stakeholders and end users, 3rd party vendors, offshore providers, and help desk staff.
Must demonstrate accountability, sound decision making, analytical thoroughness, as well as clear and concise communications. Ability to analyze and report on financials and productivity.
Good understanding of computer technologies, infrastructure and architecture, including end user compute, server, storage and network.
Strong working knowledge of Microsoft Office Products PowerPoint, Word, Excel.
Bachelors Degree in Computer Science or related field required; Master's Degree desirable.
Ability to work extended hours and provide after hour support as needed.
Ability to travel as needed (approximately 20%).
ITIL v3 Foundation Certification a plus.
Knowledge of Six Sigma and previous utilization of Six Sigma or Lean tools in a customer service environment preferred.
Our employees are the reason we have been successful in the past and the reason we will be successful in the future. Employees skills, talents and work ethic have defined the business and will shape our collective future.
Our Vision is to be:
A world leader and early innovator in mission-critical sensors and electrical protection
Satisfying the worlds growing need for safety, energy efficiency and a clean environment
A partner, employer, and neighbor of choice.
NOTE: If you are a current Sensata employee (or one of our Affiliates), please back out of this application and log into Workday via the Company Intranet to apply directly. Type FIND JOBS in the Workday search bar.