IT Infrastructure & Operations Manager

About the Role:

The Global Hosting/Service Delivery team is responsible for managing Infrastructure Operations. Service Delivery (ITSM function), supports Major Incident Management, Problem (RCA) Management, Enterprise Change Management and PagerDuty. This position will provide support related to all the above mentioned areas, assist with developing analytics around Major outages, identify trends and propose corrective actions. 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 face-paced environment with short timelines and high visibility from our clients and internal customers. This person will interface with Infrastructure Architects, Application Development within the Business Units, and Senior Leadership.

The ideal candidate will be comfortable communicating at all levels and have a broad technical understanding. This person should be able to gather requirements, ask appropriate questions, have above average written and verbal communication skills as well as Project management and presentation skills.

Responsibilities:

• Ability to work in a leadership capacity for Service Delivery team and cross-functional teams
• Communicate and align regularly with Senior Business and IT leaders
• Lead Major Incident bridge calls, ensuring appropriate participation from resolution teams, sending stakeholder communications, and interacting with internal customers regularly.
• Provide SME-level expertise for Major Incidents and Problem Management. This requires a broad infrastructure background, ability to identify systemic and/or potentially wide-spread issues and communicate technical terminology in laymen’s terms.
• Analysis of Infrastructure-related Major Incidents to identify proactive improvement measures
• Utilize operational expertise to assist with driving resolution efforts regarding mission critical incidents
• Problem Management/Root Cause Analysis. Trend analysis on Problem Records/RCAs and in-depth understanding of RCA/Solution Tasks
• Assist with identifying and implementing plans to reduce recurring Major Incidents, MTTR and MTTI
• Understanding of infrastructure and application architecture and able to communicate effectively with technical/infrastructure team members
• Understanding of DevSecOps and DevOps tools
• Understanding of the relationship between Change Mgmt and Major Incidents
• Ability to work on a 24x7x365 on-call rotation
• Improve metrics and reporting related to Major Outages (PowerBI experience is helpful)
• Adherence to ITIL and ITSM Best Practices
• Ability to work on a 24x7x365 on call rotation as needed
• Ability to work independently and manage multiple responsibilities simultaneously
• Willingness and ability to speak up and take control of a Major Incident discussion even with Sr. Leadership present. Must possess confidence and strong technical communication skills.
  
  
  

Skills:

• 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
• Demonstrated analytical and problem-solving skills with strong attention to detail
• Ability to drive projects forward with limited oversight
• Continuous Improvement mindset
• 5 years of supporting IT operations in a large-scale environment
• 3 years of Cloud, Infrastructure and Network experience
• Able to work independently to identify improvement opportunities and drive them to completion.
• Executive presence and ability to communicate with all leadership levels
• High performer, results oriented, driven individual
• Critical thinking skills and ability to take tasks and solutions from conception to delivery/implementation
• Strong communication, problem solving, and analytical skills
• Understanding of ITIL & ITSM Framework (Major Incident, Problem and Change Management
• Able to manage project requirements and timelines independently
• Experience with ServiceNow and PowerBI is preferred
• Ability to work hybrid onsite
  
  
  

Benefits:

A comprehensive benefits package that begins your first day of employment. Additional Information: Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available - https://www.mywolterskluwerbenefits.com/index.html

Diversity Matters

Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer.