About this role
Industry/Sector Not Applicable Specialism Managed Services Management Level Senior Manager Job Description & Summary Job Profle Name: Managed Services - Cloud Managed Services - Operations - Senior Manager Last Approved Date: Oct 25, 2024 Job Description Template: Inactive Data Center Modernization Custom Orgs: Global LoS: Advisory Job Requirements and Preferences: Basic Qualifcations: Minimum Degree Required (BQ): Bachelor's Degree Minimum Year(s) of Experience: 7 year(s) Preferred Qualifcations: Degree Preferred: Master's Degree Preferred Fields of Study: Computer and Information Science Additional Educational Preferences: Masters of Technology desired. Preferred Knowledge/Skills: Demonstrates intimate abilities and/or a proven record of success as a team leader, emphasizing the following: - Guide and direct the activity of the Data Center Infrastructure Solutions management team in supporting on-going development efforts and production support as well as supporting the requirements of approved business plan projects; - Coordinate the efforts of the various Infrastructure Solutions resources assigned to projects to ensure consistent implementations in keeping with short- and long-range plans for Infrastructure Solutions; - Provide strategic direction and leadership for Data Center technologies group with on- and offshore resources for server hardware, Storage and backup, Disaster Recovery setup based on project requirements; - Participate in triage calls for major incidents and help drive resolutions and follow-up with long term remediation; Job Description Data Page 3 of 16 - Research and analyze new technologies. Establish and monitor short- and long-range plans for Infrastructure Solutions; - Participate in the Business Plan process by preparing project descriptions, estimates, milestones, and technical design documents; - Evaluate the training needs and provide for the career development of subordinates. Develop and monitor performance objectives for staff. Conduct performance reviews. Perform general group administration activities and make hiring and termination decisions; - Review and approve the installation and confguration of required infrastructure including database software, network hardware and software, servers, and storage management hardware and software; - Develop Infrastructure Solutions and enforce infrastructure software standards; - Establish compliance with all required regulatory policies and procedures; - Provide overall Program Management responsibility for Infrastructure Solutions business plan projects, establishing that all approved business plan projects are appropriately resourced and supported consistent with project plan delivery dates; - Review and approve technical designs, establishing compatibility with existing and strategic architecture and plans; - Lead Infrastructure Solutions program in the budget planning process, establishing accurate and comprehensive capital and expense projections such that no material variances are realized during the fscal year; - Hire and retain top talent consistent with the corporation’s culture and competencies; - Coach and manage Infrastructure Solutions management team to achieve desired outcomes while maintaining a continuous improvement program; - Maintain staff training levels to guarantee support of existing and new technologies while ensuring appropriate cross training; - Establish Infrastructure Solutions management and staff satisfy all Service Level Agreements (SLAs) and Operational Level Agreements (OLAs); - Direct staff to identify, address and resolve areas of operational or system risk to insure the availability of all systems; - Direct Infrastructure Solutions management and staff to build and maintain system controls and processes in accordance with the IT Control Matrix and system confgurations in accordance with ESG confguration standards and best practices, such that no signifcant or material control weaknesses are documented during audits and the security of systems is maintained; - Support Infrastructure (Server, Storage, and Database) discovery, design, build, and migration experience; - Demonstrate knowledge of Server Operating Systems (e.g. Microsoft Windows, Unix, Linux, etc.), Storage (EMC, NetApp, Glacier, S3, etc.), Virtualization Platforms (e.g. VMware, Hyper-V, etc.), Cloud Computing and Storage (AWS, Azure), Cloud Management Platforms, Infrastructure Automation (Puppet, Chef, Ansible); - Understand Service Management as it relates to Cloud/Hosting (ITSM, ITIL, Service Now); - Lead the IT teams in identifying and executing automation opportunities as it relates to Infrastructure Automation; - Develop, deploy, and manage Infrastructure-as-code, orchestration of scripted processes, and/ or containers; and, - Utilize Agile approaches to create and execute automation initiatives. Job Description Data Page 4 of 16 Job Profle Name: Managed Services - Cloud Managed Services - Operations - Senior Manager Last Approved Date: Oct 25, 2024 Job Description Template: Inactive Cloud Operations & Infrastructure Senior Manager (Sr. Solution Lead) - Operate Custom Orgs: Global LoS: Advisory Job Requirements and Preferences: Basic Qualifcations: Minimum Degree Required (BQ): Bachelor's Degree Minimum Year(s) of Experience: 7 year(s) Preferred Qualifcations: Degree Preferred: Master's Degree Preferred Knowledge/Skills: Demonstrates intimate level of abilities and/or a proven record of success identifying and addressing client needs: - Provides deep technical expertise in client delivery, leadership and talent development focusing on a specifc technology domain (i.e., AWS, Azure, GCP, M365, Database technologies etc.); - Trains junior team members to develop skills; - Mentors experienced associates and trains senior associates to manage engagements; - Analyzes and customizes Release Notes for engagements, presenting them to clients; - Serve as an SME for resolving complex production support issues and enhancements, staying current on system’s product roadmap and proposing solutions to clients; - Leads ticket procedure calls with clients in their area of expertise; - Leads design, development, and deployment of enhancements; - Designs and develops deliverables/processes to improve delivery quality and efciency; - Leads the aspects of delivery on multiple engagements; - Manages client relationships and expectations, confrming client satisfaction of services - Leads delivery resource recruitment efforts; - Develops training and certifcation plans for delivery resources; - Conceptualizes, designs, and develops deliverables/processes to improve delivery quality and efciency; - Leads team operations management of multiple engagements and clients; - Manages client executive leadership relationships; Job Description Data Page 5 of 16 - Possesses fundamental knowledge and experience in support/service management; - Advises and designs solutions that meet client business objectives and requirements; - Manages delivery to client contractual commitments (i.e. SLA, SLO, KPI); - Provides subject matter expertise in Cloud computing and Infrastructure technology area; - Contributes thought leadership in Infrastructure/application/cloud computing capabilities and stays relevant with technologies; - Serves as a delivery or capability pod contributor and/or leader; - Leads root cause analysis on complex client issues; and, - Possesses proven communication skills that bring technology and business language together. Job Description Data Page 6 of 16 Job Profle Name: Managed Services - Cloud Managed Services - Operations - Senior Manager Last Approved Date: Oct 25, 2024 Job Description Template: Inactive Custom App Maintenance Custom Orgs: Global LoS: Advisory Job Requirements and Preferences: Basic Qualifcations: Minimum Degree Required (BQ): Bachelor's Degree Minimum Year(s) of Experience: 7 year(s) Required Knowledge/Skills (BQ): Demonstrates intimate abilities and/or a proven record of success as a team leader, emphasizing the following: - Understanding and implementing AWS technologies such as Kinesis, S3, DynamoDB, Lambda/ Step-Functions, EMR; - Understanding of no-sql databases such as DynamoDB, Memcache; - Understanding of infrastructure design, implementation, maintenance, upgrade, and operations techniques; and, - Understanding of data management activities in data center migration, DR setup, Hybrid environment and Cloud native environment. Preferred Qualifcations: Degree Preferred: Master's Degree Preferred Fields of Study: Computer and Information Science Preferred Knowledge/Skills: Demonstrates intimate abilities and/or a proven record of success as a team leader, emphasizing the following: - Providing consultative guidance on data management and data governance-related principles within the company, while also inputting on external client proposals when necessary; - Designing and managing databases and data fows to ensure smooth business operations; Job Description Data Page 7 of 16 - Defning the data architecture framework, standards, and principles, including modeling, metadata, security, reference data such as product codes and client categories, and master data such as clients, vendors, materials, and employees; - Defning and utilizing statistical methods to solve industry-specifc problems in varying felds, such as economics and engineering; - Defning reference architecture, which is a pattern others can follow to create and improve data systems; - Working with Client Partners, GADs, GMP, and engineering team to consult on data usage across their client portfolio; - Cross-selling and delivering data projects for key clients, growing revenue and producing case studies to promote the data science service; - Participating in triage calls for major incidents and help drive resolutions and follow-up with long term remediation; - Researching and analyzing new technologies and establishing and monitoring short- and longrange plans for Infrastructure Solutions; - Participating in the Business Plan process by preparing project descriptions, estimates, milestones, and technical design documents; - Developing and monitoring performance objectives for staff, conducting performance reviews, and performing general group administration activities; - Reviewing and approving installation and confguration of required infrastructure including database software, upgrades, patching and migration; - Developing Infrastructure Solutions and enforcing infrastructure software standards; - Establishing compliance with all required regulatory policies and procedures; - Reviewing and approving technical designs, establishing compatibility with existing and strategic architecture and plans; - Utilizing Big Data technologies to design, develop, and evolve scalable and fault-tolerant distributed components; - Establishing Infrastructure Solutions management and staff satisfy all Service Level Agreements (SLAs) and Operational Level Agreements (OLAs); - Directing staff to identify, address and resolve areas of operational or system risk to insure the availability of all systems; - Supporting Infrastructure (Server, Storage, and Database) discovery, design, build, and migration experience; - Understanding and using analytics platforms (Splunk, Elk, Grafana), development languages (Shell scripting, Python) and database technologies (Hadoop, Oracle, Teradata, Sql Server etc.), Data Migration (Azure Databricks). - Understanding Service Management as it relates to Cloud/Hosting (ITSM, ITIL, Service Now); and, - Developing, deploying, and managing Infrastructure-as-code, orchestration of scripted processes, and/or containers. Job Description Data Page 8 of 16 Job Profle Name: Managed Services - Cloud Managed Services - Operations - Senior Manager Last Approved Date: Oct 25, 2024 Job Description Template: Inactive Managed Services - Solution Architect Additional Responsibilities: The Solution Architecture Team is composed of hands-on architects who work with our clients to design and deliver systems for complex custom projects using the latest technologies, and to build applications that transcend today’s digital world and fundamentally enable change for our clients' businesses. Custom Orgs: Global LoS: Advisory Job Requirements and Preferences: Basic Qualifcations: Minimum Degree Required (BQ): Bachelor's Degree Minimum Year(s) of Experience: 7 year(s) Preferred Qualifcations: Preferred Fields of Study: Computer and Information Science Preferred Knowledge/Skills: Demonstrates extensive abilities and/or a proven record of success as a team leader by: - Constructing total solutioning proposal including USP (Unique Selling Point) of offering and pricing, high level scope of both functional and technical requirements, data and security blueprint, resources planning and timeline during pre-sales stage; - Designing and delivering complex cross-domain solutions encompassing a rich variety of technologies and using a mixture of agile and planned methods to provide innovative solutions to address clients’ needs; - Working with internal teams client technical teams, client executives, and partners to manage and deliver successful solutions during implementation stage; - Participating in or driving deep architectural discussions to build trust and rapport with clients during implementation stage; - Working as a trusted technical advisor to clients and projecting members to solve complex technical challenges, and establishing credibility & build deep relationships with senior technical Job Description Data Page 9 of 16 individuals within client organization; - Demonstrating 5+ years of design & implementation experience on complex, large scale distributed applications Systems design experience, with the ability to architect or explain complex systems interactions; - Demonstrating experience in writing software in one or more languages, such as Java, C#, JavaScript, Python, Microservices, Event Driven, or other Cloud Native experience; - Demonstrating working knowledge of container technologies (e.g. Kubernetes, Docker), services, and cloud PAAS components; - Demonstrating experience with different database technologies (e.g. SQL database(s), NoSQL such as MongoDB, Hadoop, Redis, etc.); - Demonstrating experience with scalable networking technologies (e.g. Load Balancers, Firewalls) and understanding and knowledge of monitoring tools and KPI’s; - Demonstrating the ability to think strategically about business, to create technical defnition around customer objectives in complex situations, to develop solution strategies, to motivate & mobilize resources, and deliver results; - Demonstrating understanding and having experience with contemporary paradigms, such as Cloud, DevOps and Agile; - Demonstrating experience/knowledge on Enterprise Architecture methodology such as “The Open Group Architecture framework” TOGAF; and, - Demonstrating proven presentation skills and experience speaking with executives and IT Management. Job Description Data Page 10 of 16 Job Profle Name: Managed Services - Cloud Managed Services - Operations - Senior Manager Last Approved Date: Oct 25, 2024 Job Description Template: Inactive Tools & Automation Additional Responsibilities: Tools & Automation Lead will coordinate the day-to-day activities of the operational systems, processes, and infrastructure required for all service offerings being developed that assist clients on their Tools Managed Service Delivery. This individual will work with one or multiple clients to gather requirements and the corresponding work needed based on the client’s Cloud Journey roadmap. Custom Orgs: Global LoS: Advisory Job Requirements and Preferences: Basic Qualifcations: Minimum Degree Required (BQ): Bachelor's Degree Minimum Year(s) of Experience: 7 year(s) Preferred Qualifcations: Degree Preferred: Master's Degree Preferred Fields of Study: Computer and Information Science Preferred Knowledge/Skills: Demonstrates intimate abilities and/or a proven record of success as a team leader, emphasizing the following: - Coordinating and reporting operational metrics on a recurring basis (week/month/quarter); - Monitoring Programme reporting and assisting them team in reporting to Senior Management and stakeholders; - Reducing organizational cost by streamlining processes; - Managing the project budget and timelines; - Working as a Lead PMO within Tools & Automation space; - Identifying trends and assessing opportunities to improve processes and execution; Job Description Data Page 11 of 16 - Raising and tracking issues and conficts, removing barriers, resolving issues of medium complexity involving partners and calling out to appropriate levels when required; - Assessing a variety of situations and providing transparency to team and partners; - Establishing and maintaining credible, professional relationships with clients, internal delivery partners, and external vendors; - Soliciting and responding to feedback while gaining dedication and support; - Identifying training requirements and devising training programs to ensure operational readiness; - Updating and maintaining the Risk Log, Action Log, Decisions Log, and Issue Register; - Staying up to date on industry regulations, trends, and technology; - Coordinating with management to ensure all operational, administrative, and compliance functions within the team are being carried out in accordance with regulatory standard methodologies; - Working with members of the infrastructure and development teams to gather requirements and design solutions to meet monitoring needs of new and existing products and services; - Developing key business dashboards to instrument business KPI’s for C-Suite; - Leading our Acceleration Center teams for effective team-oriented problem solving, utilizing individual skills to meet the larger objective; - Defning and embedding project control and governance; and, - Preparing regular status reporting for the engagement leadership. Job Description Data Page 12 of 16 Job Profle Name: Managed Services - Cloud Managed Services - Operations - Senior Manager Last Approved Date: Oct 25, 2024 Job Description Template: Inactive Managed Services - Transition & Mobilization Lead Additional Responsibilities: The Operations Lead will coordinate the day-to-day activities of the operational systems, processes, and infrastructure required for all service offerings being developed that assist clients on their cloud Managed Service Delivery. This individual will work with one or multiple clients to gather requirements and the corresponding work needed based on the client’s Cloud Journey roadmap. They will manage the day-to-day business of operations. Custom Orgs: Global LoS: Advisory Job Requirements and Preferences: Basic Qualifcations: Minimum Degree Required (BQ): Bachelor's Degree Minimum Year(s) of Experience: 10 year(s) Required Knowledge/Skills (BQ): Demonstrates intimate abilities and/or a proven record of success as a team leader as well as the following: - Minimum of 10-12 years of experience managing programs, projects, and teams; - Minimum of 4 years of experience working on outsourcing, Transition and mobilization Roles; - Proven project management skills, specifcally proven experience on cloud Mobilizations; - Well-developed risk analysis and mitigation skills; - People management ability to build and lead virtual teams; - Proactive issue/confict identifcation and resolution ability; and, - Proven problem-solving skills and client-facing skills. Preferred Qualifcations: Preferred Fields of Study: Computer and Information Science Computer Engineering Engineering Engineering and Business Job Description Data Page 13 of 16 Business Studies Preferred Knowledge/Skills: Demonstrates intimate abilities and/or a prov