IT Infrastructure Operations Lead

Hewlett Packard Enterprise Company   •  

Austin, TX

Industry: Technology

  •  

11 - 15 years

Posted 172 days ago

This job is no longer available.

The IT Infrastructure Operations Lead position in the HPE Global IT organization is being created to lead the team of employees and contract vendors with overall responsibility for leading and sustaining ongoing lifecycle support and operations processes for HPE IT.  HPE IT is undergoing a large transformation program to deploy state of the art systems like Hybrid Cloud, New ERP system based on Sap S4 HANA, and a new enterprise analytics platform to name the few.
This position reports to the Senior Director of Infrastructure services and is both a business and operations expert position with the requirement to fully understand and have sufficient background in developing IT support and operations strategy with major focus on operations automation and support for DevOps teams. The successful candidate will lead, design, and assist in implementation of general tooling platforms build, release, and deployment process. This person will help standardize, align, influence, and provide technical leadership across the technical organization.

Duties and Responsibilities:

  • Participates as a member of and leads cross-functional infrastructuresupport and technical teams. Performs sophisticated analysis of cross- functional and complex Business requirements. Designs complex cross-functional service solutions.
  • Designs, prepares and executes support services strategy and operational strategy. Sets Technical Strategy and direction. Represents team(s) to senior management and customers.
  • A preponderance of time is spent in strategic and creative problem solving.
  • Develops innovative multi-team solutions to complex problems. Independently implements enterprise infrastructure or services of significant complexity. Applies deep broad technical knowledge of technology and industry trends to lead operations, and administration of high risk critical infrastructure and software platforms and user groups of high complexity.
  • Demonstrates broad technical leadership, impacting significant technical direction; exerts influence outside of immediate team and drives change. Integrates technical expertise and business understanding to create superior solutions for the company and customers.
  • Mentors and consults with team members and other organizations, customers and vendors on complex issues. Independently resolves highly complex technical issues within multiple technical areas. Partners with members of multiple teams as appropriate; leads technical team while resolving key issues. Mentors and assists other less experienced team members. Identifies potential escalations and proactively alerts management; leads and escalates through L3; engages in resolution at L2.
  • Proactively searches for issues and provides solutions to prevent problems from occurring in areas beyond those of immediate responsibility.
  • Independently reviews and manages highly complex and high risk changes to critical business systems. Leads or participates in the Change Advisory or Technical Advisory Board. Mentors others in the technology community; may publish or otherwise engage professionally outside of the company.
  • Lead development of the new support and operations policies for HPE IT. 
  • Responsible for developing HPE’s IT support and operations strategy with major focus on operations automation and support for DevOps teams.
  • Lead, design, and assist in implementation of general tooling platforms build, release, and deployment process.
  • Lead the service support team and manage the strategy and direction for IT Service Support efforts and goals.
  • Lead and plan the assessment, design and implementation of DevOps and NoOps capabilities in complex, multiple application, production environments
  • Analyze, optimize, and improve the IT service supportprocesses and create documentation and training as needed to support these process changes.
  • Monitor team productivity, remove roadblocks, identify and implement improvements to our process
  • Follow industry best practices where appropriate.
  • Provide feedback, analysis and strategic recommendations to individuals in all areas of IT (including all levels of management) to improve the IT Service Support process in an ongoing basis.
  • Analyze reported incidents and problems for the production environment, assessing patterns, making recommendations, implementation of software customization, ad-hocreporting, and providing appropriate communication.
  • Develop and report meaningful service support metrics, identifying trends and recommendations for improvement, with the ultimate goal of improving IT effectiveness in responding to and/or predicting incidents and problems.
  • Work on technical support issues relating to the service support tools and software applications. Interface with 3rd-party vendors as necessary. Technical areas include, but are not limited to: Linux, mainframe storage, middleware, production integration, and telecommunications operations.
  • Knowledge of Continuous Integration and Continuous Delivery Models such as Jenkins, Chef, Puppet
  • Mature ITSM process adoption and effectiveness across incident, problem, and service request management.
  • Acts as the primary interface with the IT, business and application leadership to manage operations and communications of performance and incidents until resolution. Provide follow-up RCA and action plans for major incidents.
  • Analyze operations and support metrics to manage capacity, cost and service levels.
  • Maintain regular maintenance and patching activities to ensure vulnerabilities are addressed and systems are patched per security policies.
  • Arrange regular maintenance windows and disaster recovery planning to ensure twice yearly DR failover tests.
  • Develop and maintain detailed documentation and IT Infra and application runbooks, up-to-date CMDB, IT Asset Management and ITSM platforms.
  • Supervise employee and vendor architecture and operations staff including hiring, training, and evaluating.
  • Guide and provide work direction to a team of employee and contract operations and project staff IT subject matter experts.
  • Provide technical expertise for in the areas of technology operations and serve as an escalation resource for all technical, delivery and execution needs.
  • Coordinate and execute upon approval adjustments and changes that increase performance and availability.
  • Assist with vendor supported projects and ongoing support.
  • Ongoing review of capacity utilization to align with budget planning.
  • Maintain up-to-date system and platform specific documentation and inventories across the enterprise.
  • Assist with ensuring availability and optimal performance of services through continuous assessment operations, including incident, change and problem management.
  • Track technical risk and technical debt and coordinate with technical teams to provide timely mitigation and remediation plans.
  • Provide dashboard of service and support metrics, including compute and storage utilization per BU (L2/L3) and create cost show-back model.
  • Oversees technical design documentation process for correctness and timeliness.
  • Participate in cross functional project reviews and Identify high risk areas.
  • Contribute to and maintain system standards including Change Management.
  • Research and recommend possible automated approaches for administration tasks.
  • Ensure daily system monitoring, verify integrity and availability of all Infrastructure systems hardware, resources, and key processes, and review system and application logs.

Requirements:

  • Bachelor’s degree in Management Information Systems / Computer Science or equivalent experience and a minimum of 12 years of related experience or a Master’s degree and a minimum of 10 years of experience.
  • Advanced verbal and written communication skills and leadership skills.
  • Leadership experience with infrastructure environments (e.g. operating system, hardware, data center, security, network, voice, end user and server / web related applications).
  • Leadership experience with business IT applications (e.g. supply chain, customer relationship mgmt, HR, finance). Strong experience in scripting and / or programming language. Leadership experience with implementation, problem analysis and solutioning of infrastructure and business application environments. Master knowledge and experience with Information Technology Infrastructure Library (ITIL).
  • Advanced Web Technologies. Exhibits a high level of initiative and integrity. Strong problem solving, priority setting, and collaboration skills. Good organizational and analytical skills. Possess creative ability, consulting skills, leadership qualities, credibility and self-confidence. Demonstrated ability to work with geographically dispersed teams. Demonstrated influencing skills, high level of technical and team leadership skills. Ability to translate business needs into technical requirements and solutions.
  • Recognized as a strategic leader across the company. Acknowledged as industry expert.
  • Performs activities across entire spectrum of ITIL reference model.
  • Leads multi-geography cross – functional teams.
  • Develops innovative solutions to complex business and technology problems.
  • Experience implementing multi-tier application provisioning in cloud technology stacks, integrating with Chef/Puppet/Ansible, etc.
  • Experience in best practices of SDLC methodologies like Agile, Scrum, waterfall and Devops/Cloud processes
  • Knowledge of Build/Release/Deployment/Operations (DevOps) models
  • Strong understanding across Cloud and infrastructure components (server, storage, network, data, and applications) to deliver end to end Cloud Infrastructure architectures and designs.
  • Experience with implementing ServiceNow and driving integrations with other ITSM, management and monitoring tools.
  • Experience with deploying CMDB, ITOM, ITAM and discovery automation tools.
  • Experience with CI/CD deployment processes via GIT (source code management), Jenkins (automation services) and HashiCorp Vault (secrets management)
  • Understanding of physical/virtual layout and relationships between server, SAN infrastructure, networking, power requirements, and server racking.
  • Experience with out of band management, jump stations and Console models – this includes iLO access and configurations for servers
  • Experience with OneView, including both Synergy integrated OV as well as standalone OV systems that manage other systems.
  • Project management skills – working with team management and members to ensure timelines and project goals are achieved. Utilize a high level of critical thinking as well as problem solving to address any and all problems during build phase
  • Strong understanding of technical troubleshooting methodology.
  • Strong understanding of the use and performance management.
  • Ability to facilitate problem solving among administrative groups with varying needs and priorities, and to communicate well with administrative users, technical staff, and senior management.
  • Strong team building, leadership, coaching and mentoring skills.
  • Excellent oral, written, and interpersonal communication and presentation skills across organizational boundaries.
  • Strong customer service skills.
  • Ability to work with a range of technical staff to develop joint solutions in project and ongoing support situations.
  • Ability to achieve efficiencies through workflow improvement.
  • Knowledge and experience with Azure, AWS, and cloud operations, management, monitoring, security.

Job ID 1027898