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Career
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Infrastructure Manager Managed Services

Infrastructure Manager, Managed Services

Arraya Solutions is looking for an Infrastructure Manager, Managed Services to join our Managed Services technology team! In this role, you will be responsible for supporting and growing our managed service offerings, which include infrastructure management and problem remediation. This individual will manage a group of Team Leads and shift coordinators in supporting our managed services offering while working to ensure a cohesive relationship with our clients.

Responsibilities:

  • Act as primary lead across our Managed Services Infrastructure teams, ensuring the resolution of customer incident and support requests are completed within established service levels
  • Provide leadership and an escalation point for critical and complex incident management across technical team leads including cloud, Microsoft Windows, Linux, storage, network, database, unified communications, and related support teams
  • Provide leadership in development and implementation of organizational policy standards
  • Develop and maintain metrics and KPI’s to ensure continuous process improvement
  • Ensure change requests, configuration changes, system upgrades and other activities are performed in accordance with existing internal customer controls and schedules
  • Lead onboarding efforts for new Managed Services customers to ensure a successful support enablement
  • Assist with selection, procurement, testing, and implementation of tools and technologies supporting Arraya’s Managed Services
  • Promote collaboration and open communication among peers and throughout Managed Services
  • Mentor team leaders and their staff in support of technical/personal development in accordance with defined training/enablement plans

Position Requirements:

  • Over five years of direct management experience of a distributed remote workforce in a 24×7 managed service provider
  • Demonstrated technical leadership of Linux, MS SQL, and Network Support Teams in a 24×7 environment
  • Proven experience leading in a managed services environment while implementing ITIL Framework
  • Over five years demonstrated experience as a technical lead working with Enterprise Data Center technologies including Physical servers, virtualization technologies, SAN/Storage Arrays, Data Protection platforms, Cloud Solutions, and Identity Management services
  • Demonstrated experience as a technical lead working with Microsoft Workspace technologies including Active Directory Domain Services, SCCM, Office 365, and Azure cloud services
  • Understanding of remote monitoring and management systems, such as Microsoft System Center Suite, N-Central MSP, Atera, ConnectWise, or Kaseya.
  • Demonstrated ability to interface with all levels of management including C-Suite leadership
  • Strong technical and customer service skills
  • Proven ability to serve as an escalation point for team members
  • Outstanding interpersonal relationship building, employee coaching, and personnel development skills

Position Type and Expected Hours of Work:

  • This is a full-time position, (40) hours/week
  • A possibility of off-hours support work for incident escalation
  • Infrequent travel to Corporate Headquarters

If you want to work in an exciting, fast-paced environment with an opportunity for learning and development, please reach out to us today! Please send a cover letter and resume to hiring@arrayasolutions.com or CLICK HERE to apply now!