Tech Support Senior Manager - San Juan, PR
UnitedHealth Group
- San Juan, PR
- Permanente
- Tiempo completo
- Efficient Internal and external stakeholder and vendor management. Driving strong relationship with Operations team to drive transparency and stakeholder enablement through technology transformation.
- Focus oriented approach in hardware asset provisioning and L1 / L2 IT Support as top priority for Puerto Rico with magnified lens vision towards improving the IT capabilities and thereby helping the business teams with new age technology solutions.
- Developing and driving transformation that unlocks the full potential of operations, sustained by building institutional capabilities and adding agility.
- Defines multi-year strategy and vision, supported by measurable goals and objectives, for the IT Service Management business capability (people, process, data, technology)
- Lead Global IT in modernizing, streamlining and automating common ITIL processes to increase efficiency, effectiveness and simplicity in how we work.
- Develop/update annual service roadmap/strategy with input from and collaboration with Regions, Infrastructure, Applications as well as the Infrastructure managed service provider.
- Responsible for providing strategic leadership and strategic guidance to large team on process implementation deliverables.
- Accountable for performance management, talent development, succession planning, coaching and engagement.
- Provide strategic leadership in the selection of staff and other employees; determines resource needs, plans for future workforce needs, and independently makes selection decisions within domain area.
- Responsible for aligning overall team resources to execute against medium-long term strategies and meeting defined Global IT objectives.
- Monitor network performance (availability, utilization, throughput, goodput, and latency) and test for weaknesses
- Coordinating with in country finance teams in developing cost saving methodology, and billing procedures for IT Infrastructure services
- 13+ years of overall IT and business/industry work experience
- 10+ years of experience in managing multiple medium to large production teams, customer / stakeholder management and IT Operations
- Experience in setting up medium to large scale IT Infrastructure sites
- In depth knowledge in On-Prem network infrastructure setup, project management, PLM & Operations
- Experienced in setting up and supporting voice infrastructure suitable for call center support. Good knowledge on call center products like OMNI Genesys, VCC, CISCO, Webex Calling, CISCO Call manager etc.
- Solid background in ITIL or similar process-oriented framework
- People management experience providing leadership across multiple IT disciplines with proven ability to manage a distributed team. Ability to motivate individuals and groups as well as address personnel performance situations
- Experience in managing and collaborating with third party vendors in a global, managed services environment
- Experience in operating within a large, global managed services framework
- Preferred areas could be in Cloud (AWS/Azure), Microsoft Technologies, AI/ML domain- Should have in-depth knowledge of current and future technology trends, and the entire eco-system
- Experience managing Network Ops, Cloud environments & VMware, Configuration, Routing Protocols, Firewall Security policies/rules, Information Security Operations etc.