IT Operation Lead -Location - Boston, MA-Onsite

IT Operation LeadLocation: Boston, MAJob Role DescriptionI&O is the E2E IT Lead or IT Operation Lead at site providing end-to-end oversight and direction of day-to-day IT activities/operations at a customer site, including all changes that occur to the site IT environments. Any management decision to be taken will be submitted to DWFS Leader regarding daily operations. Any decision, governance or stewardship will remain with Customer. Any IT Projects coming at site are managed by Customer Site Leader. I&O can be a resource if needed through SH&E if small request/need. If the need is bigger, we may consider for a SOW.Competence for the I&O Lead RoleMinimum 5 Years of Experience in IT Operations and LeadershipGood understanding of support processes and ability to manage and develop a teamExperience in managing a team of Field Support engineers, IT Support engineersExperience in Vendor service managementExcellent communication and co-operation skillsProactive and independent ways of workingFluent oral and written in English. Local language is nice to haveITIL knowledge and certificates are considered an advantageGood interpersonal skills and customer-oriented mindsetShould be able to understand the IT Infrastructure, IT Change Management, Basic Understanding of Network and ServersShould be able to work on Microsoft Office toolsRoles & ResponsibilitiesProvide IT operational expertise leveraging global industry standards (e.g.: ITIL) and ensuring Customer’s global standard are followedMonitors service delivery performance and compliance with high focus on Employee ExperienceHas a deep understanding of: The Site: Infrastructure, IT Challenges, Network Layout, Critical Business ProcessesThe Services: Who deliver What, Key ContactsThe Employees: Type, Needs and ChallengesAble to execute changes/IMACs, upon approved requestsApplies a blend of subject matter, Customer environment and leadership expertise to solve simple and complex business IT operations issuesPotential Candidate should have a culture of “E2E Accountability” and “E2E mindset” through:Putting End users and Sites first“Boundary-free services” and strong collaboration with other suppliersOne motto: Only Site and Employee Experience mattersAct First mentality, Proactive vs. reactive, whenever it is possible, Walk the FloorVolume Metric: Tier (BCP Tiering driven by critical infrastructure)Scope/Sites: General Offices & Innovation CentersAll Activities below - Daily (year-round)Purpose: Provide end-to-end oversight and direction of day-to-day IT activities at a customer site, including all changes that occur to the site IT environments as well as to encourage communication between Internal Resources, External Suppliers and leadership. It includes the following activities:Aligning the delivery of IT activities (particularly Service Delivery Processes) at an individual site including acting as the primary point of contact for customers and Suppliers.Oversee execution of all change performed by Suppliers at the site including validating Supplier performing the change has completed testing and change was properly implementedOverseeing projects at the site to ensure Suppliers are executing change in a coordinated manner consistent with the approved project plansObtaining or developing and continuing to maintain site specific IT information and making available to others information about the site including network diagrams, inventories, CMDB information, etc.Oversee the restoration of services during a major IT Incident affecting the site in coordination with the Process owner(s) of Incident Management and Incident Management ExecutionEngage with leadership at the site on major IT Incident or project activities and ensure regular communication is maintained with leadership at the siteCoordinate site downtime with leadership and other Suppliers/Third Party Partners.Conduct regular, thorough inspections of the IT environment at the site, take proactive action as appropriate to reduce site downtime and/or improve site performance and make recommendations to leadership that reduce the risk of site downtime or improve site productivitySupport the leadership in performing IT Continuity Planning and Local Site Assessment requirements based on the site’s BCP tier.Key Building Blocks:Operations & Services - Proactive Leadership & Technical Skills Integration, connecting the dots/organizations Professional ITIL Processes & E2E OT Operations SPOC for all services delivered to the sites Communications, document cases in EnglishCompliance - Control Self-Assessment (CSA) Execution Execute IT Continuity activities, Oversight of IT Facilities Audit Compliance with IT Policy (HIGH LEVEL Description)Understanding - Site & Employee Experience