Service Delivery Manager

    • Job Tracking ID: SRF- 04
    • Job Location: San Diego, CA
    • Job Level: Mid Career (2+ years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: May 15, 2020
    • Years of Experience: 10 - 15 Years
    • Starting Date: May 25, 2020
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Job Description:

About Zensar (http://www.zensar.com)
Zensar is a leading digital solutions and technology services company that specializes in partnering with global organizations across industries on their Digital Transformation journey. A technology partner of choice, backed by a strong track record of innovation; credible investment in Digital solutions; and unwavering commitment to client success, Zensar’ s comprehensive range of digital and technology services and solutions enables its clients achieve new thresholds of business performance. Zensar, with its experience in delivering excellence and superior client satisfaction through myriad technology solutions, is uniquely positioned to help its clients surpass challenges they face running their existing business most efficiently, helping in their legacy transformation, and planning for business expansion and growth through innovative and digital ways.

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Job Summary:

The Infrastructure Architect will be responsible for leading the implementation and support of IT Systems and Data Center technologies, which are secure and scalable in a demanding 24x7 environment. This hands-on position requires extensive technical knowledge of heterogeneous IT systems to architect complex systems, resolve technical business problems of various scope, gather business and technical requirements, provide guidance, evaluate, recommend and deliver innovative technical solutions that support our business roadmap.

Responsibilities:

  • Lead teams through full systems lifecycle including requirements gathering, technical assessments, package evaluations, technical design and architecture, development, knowledge transfer, launch and support
  • Identify the hardware and software requirements of complex systems and provide guidance on how to appropriately implement with minimal impact
  • Provide expert knowledge of system architecture at all levels
  • Effectively monitor and take timely action to ensure uptime, coordination and effectiveness of IT services
  • Insure customers are receiving desired results, identify potential deficiencies, troubleshoot challenges and provide solutions for improvement
  • Implement defined processes and procedures to insure work is performed to the highest level of effectiveness and efficiency
  • Provide leadership and growth opportunities to both contracted and permanent workforce
  • Insure staff is trained and developed to meet the goals and needs of the department/company; establish a collaborative team environment, coach and counsel team as appropriate, provide project and status updates on a regular basis
  • Insure systems are maintained following a regular published maintenance cycle for patches, vulnerabilities, and other remediation efforts
  • Develop business case justifications and cost/benefit analysis for IT spending and initiatives; assist with the development and review of the department budget
  • Create and maintain all documentation pertaining to the systems design, testing, implementation, and ongoing support for infrastructure technologies
  • Review performance and trends of IT systems to determine operating costs, productivity levels and upgrade requirements
  • Direct implementation and execution of new and/or upgraded information systems through well-defined plans, procedures, documentation, deadlines and accountability
  • Insure SOX and other compliance related policies and procedures are followed
  • Perform additional duties and projects as assigned by management in addition to on-call rotation
  • Provide general end user and team technical and troubleshooting training

 

Experience and Skills:

Qualifications:

  • Bachelor’s Degree in Information Technology (an equivalent combination of related education, training, and experience may be considered)
  • Minimum five (5) years managing or leading administration and engineering teams in a 24x7 multi-location environment
  • Minimum 15 years of experience in deploying and supporting IT infrastructure technologies
  • Thorough knowledge of identity management and SSO technologies, server, storage, virtualization, messaging, systems management, mobile, networking and end-user computing systems
  • Excellent leadership skills and experience managing multidisciplinary, high-performance teams, developing and implementing modern technology and processes; experience with Key Performance Indicators (KPI) and meeting Service Level Agreements

Skills:

  • Excellent interpersonal and communication skills with strong ability to influence
  • Must be organized, have an eye for detail, and be able to put ideas into tangible form
  • Ability to prioritize and manage work to achieve critical project timelines in a fast-paced environment
  • Excellent written and verbal communication skills
  • Strong customer advocacy and focus
  • Enthusiasm for continuous improvement
  • Ability to manage effectively, advise and coach to bring the best out of every individual while performing individual contributor duties
  • Ability to maintain confidentiality and professionalism while working with all levels of employees and consultants
  • Excellent judgment, problem-solving, and decision-making skills
  • Strong logical, analytical, and troubleshooting skills

Technical Knowledge:

  • Extensive knowledge of data center technologies (i.e. power, cooling, servers, storage, networking, messaging systems, automation, virtualization, backups, etc.)
  • Extensive knowledge of virtualization technologies; specifically, Citrix XenApp/XenDesktop, VDI, VMware vSphere
  • High proficiency in Microsoft and Linux technologies, operating system and application migrations, monitoring systems, orchestration and automation, and security technologies
  • Extensive knowledge of identity management and single sign-on technologies
  • Moderate to high proficiency in end-user computing devices and application lifecycle management
  • Proficient knowledge and experience with networking technologies (i.e. WAN connectivity, access points, network switches, load-balancers, routing protocols, firewalls, VPNs, etc.)
  • High proficiency with the following disciplines: FC and NFS SANs, backup appliances, replication, directory services (LDAP, AD), SSO, DNS, anti-malware/virus technologies, Microsoft O365, Azure AD and on-prem AD, certificate services, Exchange messaging, network security, disaster recovery, SOX compliance, and PC/Mac computing as it relates to client experience

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