Project Manager - Infrastructure

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Company: Powers and Patel
Location New York City, NY
Date Posted: June 8, 2015
Source: Powers and Patel

Project Manager/Sr Director

Immediate need for a full time hire.

Need a senior person with strong technical infrastructure knowledge and ideally some data center experience.

The Senior Director, Application Operations, a critical role within the the organization, bridges the business and business IT functions with the infrastructure and operations functions to ensure that the needs and goals of each group are fully understood and achieved. The candidate must be fully conversant with the current and future needs of the customers, as well as technology and application development trends, ensuring overall satisfaction with the entire range of products and services subscribed to and being delivered. The Senior Director, Application Operations will proactively represent the  Segment's needs and proactively align relevant offerings to Segment needs and opportunities. The key to this role is ensuring the business segment's IT infrastructure needs are met via the service that has been contracted to provide.

Responsibilities :

Identify and manage customer demand

Provide the primary interface between the Office of the CIO for project and business requirements (Work In-Take Process), communicate the associated technical requirements to  Project Management, and govern the  demand/project in-take methodology.

Engage with the teams inside the Office of the CIO to fully understand and document current needs and plans in order to facilitate the communication and explanation of these requirements to Project Management.

Participate in the segment business technology budget process and provide a portfolio view into infrastructure expenses.

Work to ensure that  prioritization of business requests is in alignment with the business strategy and view of priority.

Participate in all phases of the technology planning process and product road map to provide budget and schedule estimates for global infrastructure support and where appropriate influence or provide guidance around design considerations.

Identify Infrastructure Technology Requirements and Opportunities in the business to support business processes and for growth project opportunities

Identify and Recommend Business Process Improvements

Collaborate with other segments to manage infrastructure needs of cross segment projects, products, and end to end governance of ratings release processes.

Identify project requirements and project delivery

Participate in planning and accountable for oversight of  requests in the project portfolio and ensure successful delivery.

Govern and ensure proper  categorization of demand requests and projects. Govern appropriate assignment of  resources and billing.

Accountable for oversight and reporting on draw down on the pool of credited hours allocated to the Ratings Services Segment.

Work with teams to document and communicate project requirements (documenting Statement of Customer Requirements - SOCR).

Manage customer communications and expectations

Communicate with the teams within the Office of the CIO for the segment in a consultative manner, gathering demand and influencing requirements, while aligning demand and infrastructure technologies to business goals and corporate standards, policies, and cost-effectiveness (TCO). Ensure that the prioritization of demand is articulated for clarification.

Regularly and proactively brief the organization on short, medium and long-term alignment of capabilities to Segment needs, including possible optimizations, new service offerings, and strategic alignment.

Collaborate with the shared services teams (EA, ISG, Workflow, Portal, Document and Content, etc.) to ensure they are kept abreast of any relevant product or service offerings and their associated implications. Coordinate responses to the customer needs requiring full understanding of  products, standards, services, SLA's, budget and charging methodology, escalation processes and internal delivery processes.

Assist in defining appropriate service level agreement expectations. Align service level expectations to infrastructure strategy.

Facilitate the identification of appropriate metrics to quantify service levels and recommend improvements.

Ensure delivery of primary support services to customers.

Accountable for customer's needs being delivered and champion continuous service improvement activities.

Interface with Segment Relationship Managers where they exist.

Escalate issues (major outages, severity one) requiring  engagement.

Act as a point of escalation within segment for all Infrastructure related issues.

Represent Business and Vendor Process Understanding

Develop, facilitate, govern, and understand the Business Processes and the supporting applications and technologies and identify/recommend improvements.

Analyze Business Process and Application Development needs and strategies to determine the infrastructure technology impact with appropriate communication to stakeholders.

Advise stakeholders on the appropriate course of action and recommended solutions, drawing attention to similar patterns as opportunities to share best practice and standardize.

Represent Standards and Initiatives

Accurately represent the Segment organization to the vendor setting appropriate expectations, identifying and resolving any disconnects.

Act as the liaison between business and vendor organization for communicating business initiatives and standards.

Participate in the Office of the CIO Problem Management Process (post-mortem). Present the post mortem and lessons learned to business and relevant stakeholders.


Take part in Agile application iterative development process and work with the GO&I Engineering function to deliver technical solutions to meet evolving needs of the project

Understand the Service Orientated Architecture (SOA) where business applications are assembled as modular components, some proprietary some bespoke, and facilitate the infrastructure design required to support such an approach.

Understand of digital and web development technologies and the infrastructure implications.

Manage conflicting requirements and priorities across business segments and establish agreement on priorities when necessary.

Work with and lead technicians and vendors to diagnose problems and manage operational incidents with strong sense of urgency, out of hours or at weekends as necessary to preserve the business performance and service levels.

Identify innovative technical solutions to meet business needs cost effectively

Identify any process improvement opportunities in the Infrastructure Operations area based on data and champion change.


Minimum ten years of experience in Information Technology with significant portion of time managing infrastructure. Considerable background / experience in Business Application Development

Minimum six years in senior level leadership role

Excellent interpersonal skills

Strong demonstrable oral and written influential communication skills; excellent listening skills and the ability to apply the knowledge gained effectively

Excellent and proven negotiation skills and meeting facilitation at senior levels

Success energizing and influencing teams toward change without direct line responsibility

Excellent organizational, leadership and decision-making skills

Ability to work in a complex and changing environment

Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization

Good technical understanding of all aspects of infrastructure including back office, desktop and telecommunications and an ability to translate technical issues into business impacts and vice versa

Four year degree in computer science or related field or technical area.

Experience in managing infrastructure for critical business systems and applications

Solid Information Management Business Relationship Management Experience

Experience working in an Application Development environment allowing the person to understand the development plans and be able to describe the impact from an Infrastructure perspective.

Knowledge of application development methodology and practices, software and tools and conversant with technology trends.

Infrastructure operations knowledge, including strong service, and delivery process experience and understanding.

Strong customer service orientation; strong interpersonal, organizational and communication skills

Communicates effectively verbally and in writing and can present complex technical information to both technical and non-technical audiences.

Ability to work and adapt in a dynamic environment and recognize priority issues, escalating accordingly.

Strong business and financial acumen with ability to develop a business case and track costs, negotiate vendor contracts and develop a statement of work (SOW).

Ability to work both independently or as part of a project group, with time constraints

Background in Project Management or good understanding of project lifecycle.

Although not directly responsible to staff, excellent leadership capability is critical to gaining respect of customers and the role will involve leading teams and influencing other leaders.

Continuous process improvement orientation and experience in an operational context

Knowledge delivering services for the following application development platforms: Database: Oracle; Development: JAVA/JEE; Application Server: Weblogic; Knowledge of Java Frameworks for example Spring MVC, Spring Security, Hibernate etc.; SOA tools and repositories for example Sonic ESB, Actional Looking Glass, CentraSite; Workflow tools such as Pega Systems; Knowledge of Portals such as Vignette, Liferay and SharePoint.

Knowledge and experience delivering services with a variety of technologies including: Windows OS (98, NT, 2000, XP, 2003 etc); Hardware server/WS platforms including Dell, Compaq & HP; Virtual server environment; Large scale storage environments an advantage; Microsoft Back Office applications such as SMS, Exchange and Terminal Server; Background in troubleshooting skills in WAN/LAN/Desktop situations; Experience with creating standards and Documentation; Knowledge of Oracle database environment; Operating systems: UNIX, Solaris, Linux, AIX

Knowledge and experience delivering services in all areas of telecommunications including: Voice services; EDMZ services; WAN / LAN / MAN services

Extensive knowledge of all of the following process disciplines: Change control procedures; Facility Management; Hardware Break/Fix; Auditing and Control procedure; Some knowledge of the following industry disciplines: ITIL Service Management methodologies; Six Sigma quality initiatives; SOX Compliance initiatives and Regulatory compliance; Understanding of IT Governance Control practices (COBIT); Understanding of the concept of SOA and Agile Development methodology

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