Regional Technical Manager

Overview:
**Responsibilities**:

- Act as the main point of contact for Region and Site Leaders, as well as technical personnel at sites (e.g. Site leads, controls specialists)
- Provide timely business communications to field leadership teams for site escalations and proactive notifications
- Manage sector recovery governance partnering with managed services teams
- Field Business engagement for Division communication; site initiatives/project deployments, new digital capabilities, support to location end users
- Monitor and analyze statistical data to develop improvement plans improved end user performance
- Partner with end users and backline teams to drive standards for optimal Infrastructure performance
- Provide overall governance to other IT Teams, Compute and Network Operations Teams (making decisions & provide consultation)
- Partner closely with cross-functional IT operations leadership team across sectors
- Define, build and maintain site scorecards across on assigned Region and drive corrective action: calls, service levels, stability, requests, problems, etc.
- Build and maintain site-specific downtime and freeze windows - gatekeeper of change management
- Develop deep understanding of the infrastructure footprint at each site within the Region (Network IT/OT, Security, Compute, Database, Applications, etc.)
- Responsible for call, incident, request, problem and release management: Owns incident management, Problem Mgmt. process for the Region: 1st escalation point
- Drives quality execution of Infrastructure projects and Service Improvement Plans
- Oversee preventative site maintenance for IT infrastructure/ Warehouse equipment
- Execute Audits on Field Warehouses to ensure standards are met for stability purposes
- Some travel expected business critical projects as needed
- Participates in a 24x7 Leadership On-call coverage for other regions as needed.

Qualifications:

- Considerable knowledge of network-based systems operations and maintenance, including a solid understanding of protocols and tools necessary for effective resolution of maintenance requests and tracking operational processes
- Excellent analytical and problem-solving skills
- Strong analytical and organizational skills with the ability to manage multiple, competing complex priorities
- Strong organizational skills and ability to efficiently manage a variety of multiple concurrent projects/issues simultaneously
- Ability to work well with people from different disciplines with varying degrees of technical experience
- Ability to manage numerous projects and activities simultaneously, ensuring the correct priorities are assigned and initiatives are completed within resource constraints.
- Bachelor’s degree in IT or Business Management
- 10+ years of technology and IT experience
- 4+ years customer service delivery with Managed Service Partners
- 2+ years of Network, Compute, Database Infrastructure, IT Operations
- Experience of working in a multi-cultural, virtual team, across multiple geographical regions
- Ability to coordinate and direct activities across multiple teams with a daily focus
- Excellence in execution through proper prioritization of projects and initiatives
- Excellent customer relationship building focus and engagement skills
- Strong project management skills and ability to multi-task across simultaneous complex tasks
- Excellent verbal and written communications skills
- Advanced knowledge of technical/business environment and problem determination strategies
- Develops and maintains standard operating procedure manual and processes used by the team