Manager, IT Infrastructure Operations

Job Overview
Applied Systems, Inc., a worldwide leader in insurance technology, is currently searching for an experienced Manager, IT Infrastructure Operations to build out a new Global IT operations capability as we formally establish distinct Engineering and Operations within our Corporate IT Infrastructure team. This hands-on role will mentor and lead a team of individual contributors that handle day to day operations of our network, infrastructure, and SaaS hosted services utilized by Applied employees through the US, Canada, Ireland, the United Kingdom, and India. You will help define and implement processes that will scale our operational excellence and process improvement programs, enhance monitoring & logging, and evolve our key performance indicators (KPIs).
What You'll Do

• Manage, coach, develop, and mentor a team of individual contributors located both in the US and UK, providing technical guidance and ensuring resources are effectively utilized
• Adapt departmental plans and priorities to address resource and operational challenges
• Manage the 24x7x365 infrastructure, both on-premise and cloud-based, which powers Applied's worldwide business
• Define, implement, and maintain visible and transparent processes based on the ITIL framework, with a focus on providing world-class customer service to Applied's employees and customers
• Participate in developing and maintaining an effective disaster recovery program including well-written documentation and plans, as well as an ongoing program to test the teams' preparedness to recover in the event of a disaster
• Manage the monitoring, alerting, and logging capabilities for Corporate IT
• Responsible for the Critical Incident process for Corporate IT, including implementing response processes, developing procedures, and managing post-incident reviews
• Implement continuous improvement processes to drive operational excellence and remove/reduce low-value work
• Partner with our India team to deliver on 24x7 support and operations, developing an effective onshore/offshore operating model, processes, and handoffs
• Manage vendor relationships and ensure service level agreements are met
• Ensure compliance with industry regulations and company policies, specifically ISO 270001, CIS level 1, and NIST
• Gain cooperation of others, conducting presentations of technical information concerning specific projects or programs

What You'll Need to Succeed
We're looking for someone who:

• Can work remotely or in any of our Applied Systems offices.

Your experience should include some or all of the following:

• At least 5 years of experience in IT infrastructure operations, including at least 2 years managing systems administration and network teams
• Proven experience in building strong process-oriented operations based on ITIL with a focus on delivering high efficiencies and customer satisfaction
• Strong technical and operational experience across all areas of IT infrastructure and support, including strong working knowledge of:
  • Microsoft-based technologies (e.g. Windows Server, Active Directory, Exchange, SharePoint, SQL Server, etc.)
  • Virtualization technologies (traditional hypervisor as well as containers)
  • Storage technologies
  • LAN/WAN/WLAN networking technologies
  • CMDB
  • Identity and Access Management platforms (Okta, Duo, Ping)
  • Management of Cloud environments (IaaS and PaaS), Azure and Google Cloud strongly preferred
  • Backup & Data Protection
  • Disaster Recovery strategies
  • Outstanding organizational skills are a MUST
• A strong background in networking and Windows system administration desired
• Experience operating ITIL and ISO27001 compliant programs strongly desired
• Certifications and/or Licenses: ITIL, CCNA or CCNP, MCSA, MCSE, MCP preferred
• Demonstrated experience in at least one of the following: ISO 27001, SAS, PCI, or SOX, as well as general awareness of compliance requirements
• Bachelor's degree in Computer Science, Information Technology, or 5 years of related
  • We proudly support and encourage people with military experience, as well as military spouses, to apply.

What You'll Gain
Benefits from Day One

• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) and/or RRSP retirement savings plans with employer match

Work-Life Balance

• Competitive paid vacation time and a free day for your birthday
• Personal/sick time
• Paid holidays
• Flex Time
• Paid parental leave (U.S. candidates)
• Volunteer time off

Empowering Career Growth and Success - We invest in talent, care about our people and are empowered by the results of our work. We grow our teams from within and give our employees opportunities to advance.
What We Value
We strive for excellence at every turn to be the best at what we do. We invest in talent, care about our people and are empowered by the results of our work. We fulfil the promise of insurance - safeguarding and protecting what matters most in people's lives. And there is no more important job than that.
Our focus on the workforce, workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry. To help drive that change toward a vibrant, modern workplace, we have employee-driven networks with commonalities in ethnicity, gender, sexual orientation and military status.
Who We Are
For more than 35 years, Applied Systems has created innovative technology for the global insurance industry. Today, we are a rapidly growing software leader that is revolutionizing the way agencies and brokerages succeed.
We are smart and curious people in a tech-first environment that champions bold and powerful thinking. We are transforming a complex industry through digitization, automation, and innovative new partnerships. Together we are driving the industry fearlessly forward.
It's an exciting time at Applied. You can do big things here, in an environment that supports creative thinking and bold ideas. Visit http://www.AppliedSystems.com for more information on how you can challenge what's possible.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity and Affirmative Action Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.
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