Job DescriptionJob SummaryThe Senior Professional, IT Hosting Services is accountable for delivering hosting services in accordance with established SLAs while ensuring deployment projects are completed on time, within scope, and to quality standards. This role is responsible for planning, organizing, and assigning resources, monitoring project progress, and driving successful service and project outcomes.
Essential functions of the jobHosting Services Operations- Support the delivery of hosting and computing services across the North America region, including cloud and on-premises environments.
- Administer and maintain infrastructure technologies including Windows and Linux servers, virtualization platforms, storage systems, backup solutions, physical servers, data center facilities, and related hosting technologies.
- Partner with Global Hosting Management, Architecture, Engineering, and Strategy teams to support operational objectives and technology initiatives.
Operational Support- Provide operational support during standard business hours from the Novi, Michigan office.
- Participate in planned after-hours maintenance activities, system upgrades, deployments, and infrastructure changes as required.
- Support the resolution of critical incidents and service disruptions, including after-hours response when necessary.
Service Delivery- Perform incident, problem, change, and service request activities to ensure services are delivered in accordance with established service level agreements (SLAs).
- Monitor infrastructure health, system performance, and service availability, proactively identifying and addressing issues to maintain operational stability.
- Assist in root cause analysis and corrective actions to prevent recurring service issues.
Project Execution- Support infrastructure and hosting-related projects by completing assigned tasks, coordinating activities, and tracking progress against project milestones.
- Assist with planning, testing, implementation, documentation, and deployment activities to ensure projects are completed on schedule and meet quality expectations.
- Provide regular status updates and escalate risks or issues as appropriate.
Customer and Vendor Support- Collaborate with internal customers and stakeholders to understand service requirements and provide timely support.
- Assist in resolving customer issues and escalations through effective communication and follow-through.
- Support audit activities, vendor coordination, procurement processes, and other service delivery-related administrative tasks as required.
Continuous Improvement- Identify opportunities to improve operational processes, service quality, efficiency, and customer satisfaction.
- Contribute to the development and maintenance of process documentation, standard operating procedures, and technical knowledge bases.
- Participate in initiatives designed to enhance service delivery and operational effectiveness.
Technical Knowledge and Development- Maintain a working knowledge of supported hosting technologies and industry best practices.
- Perform hands-on technical activities including troubleshooting, configuration, implementation, and support of infrastructure systems.
- Proactively develop technical expertise and close knowledge gaps through training, certifications, and knowledge-sharing activities.
Automation and Innovation- Support automation, continuous improvement, and innovation initiatives to increase efficiency and reduce manual effort.
- Assist in evaluating and implementing tools, scripts, and technologies that improve service delivery and operational performance.
Teamwork and Values- Work collaboratively with colleagues, business stakeholders, vendors, and global support teams to achieve service delivery objectives.
- Demonstrate professionalism, accountability, adaptability, and a customer-focused mindset.
- Support a positive team culture that values open communication, transparency, continuous learning, collaboration, and results-driven performance.
Required education- Bachelors level degree in Computer science or Information Technology
Required qualifications- 3-5 Minimum Years of Experience with supporting hosting service delivery which focuses on service stability, security, and customer satisfaction.
- Proficient in server, storage and backup hardware management, have a deep understanding of server storage and backup equipment, have the knowledge, skills, and experience for common hardware installation, setup and maintenance, be able to conduct inspection, maintenance, and troubleshooting.
- Experience with virtualization solutions, such as VMware and OpenStack, installation, configuration, inspection, maintenance and troubleshooting.
- Proven experience with common operating systems, such as Windows Server and Linux, installation, configuration, inspection, maintenance and troubleshooting.
- Proficient in common backup systems, especially veem, Commvault, etc., installation, configuration, inspection, maintenance and troubleshooting.
- Experience with public IaaS usage and management, especially Ali cloud; capability with add/cancel public IaaS resource, account, permission, cost mgmt., compliance mgmt., etc.
- Experience with ITIL methodology aligned service setup and operations as well as service catalogue management.
- Knowledge in other central computing services, including datacenter, bastion server, monitoring, security, etc.
- Understand the logical relationships, dependencies and interactive interfaces between central computing technology and the related areas and able to coordinate the delivery of all services.
- Must be able and willing to travel and work at customer sites, including industrial manufacturing plants which might require climbing, lifting, or working in confined spaces.
Preferred qualifications:- Certified from HP, Dell, Microsoft, Red Hat, Suse, ITIL, etc. are preferred.
- Experience with or knowledge of database technology such as MsSQL, MySQL and Redis preferred.
- Chinese language preferred.
Our Investment in You- Competitive Compensation Packages
- Generous Paid Vacation, Paid Sick Leave and Paid Holidays
- Medical, Dental, and Vision Benefits from day one
- Competitive 401k Match
- Rewarding Healthy Behavior Program
- Life and Disability Insurance
- Supplemental Health Plans
- Employee Assistance Program
- Company Discount Program
