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Position Summary:
Working as IT Infra Operations Manager at Cencora Business Services (CBS) you’ll be responsible for the stability assurance and operations of the IT infrastructure across all business units of Cencora. Members in this role serves as the central point of contact for escalations and staying abreast of all Incidents/Requests with both Internal and External teams to ensure timely/prompt resolution, must be able to work collaboratively with system users and other technical colleagues across the globe. Individuals work across all functional areas of the enterprise and use a strong client service orientation to ensure that all requests, incidents and changes are worked in a professional manner. Successful members of the team will be process focused while providing good customer service and assuring stable IT environment to Cencora IT teams and businesses.
This role oversees the development of enterprise standards and technology initiatives, and the IT governance process. IT operations manager will manage two distinct IT operations functions based out CBS-Pune location, these are Cloud Operations and Patch Management. The team supporting these functions work in shift patterns to cover global support 24x7. The role will give you an opportunity to collaborate with APAC, EMEA and AMER regions.
This role is also responsible for analyzing the workload, cloud operations processes and patch management processes, assessing the impact on the business, providing solutions to improve IT Infrastructure stability technology and automation opportunities.
This role will primarily operate on weekdays with supervision of weekend shift coverage provided by the team members. Preferably this role is expected to work in 2nd shift (afternoon-IST), majority of overlap with EMEA region and connect call with APAC/AMER regions, per need basis.
Primary Duties & Responsibilities:
Manage Level 1 and 2 Cloud and Infrastructure Engineers (Primarily supporting Azure Cloud, Windows, Linux, and knowledge of Networks, Storage, Virtualization), prioritizing tasks, assigning work (based on skills) and verifying tickets are handled accordingly.
Notifications to appropriate stakeholders and communication to management on critical events.
Oversee and review shift turnover to incoming shift leveraging uniform standard process.
Ensure staffing and their availability for monthly patching weekend work
Act on alerts, escalate incidents, and daily change requests within SLAs.
Manages the development and implementation of IT initiatives to support business strategy.
Manages the improvement processes that helps to assure stability and impacts customer satisfaction and relationships.
Works with internal and external customers / stakeholders to understand business needs.
Review process adherence – ITIL: Incident, Request and Change, SLA attainment, training needs, local talent search
Measures service performance and implements improvements.
Ensures compliance to policies, procedures, and standards.
Communicates organization information through department meetings, one-on-one meetings, and other communication methods.
Supports an environment of open and upward communication with all staff to ensure positive employee morale, effective conflict resolution and upward flow of creative ideas for the benefit of the Company and its employees.
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Experience & Educational Requirements:
Bachelor’s degree in computer science, Information Technology or any other related discipline or equivalent related experience.
8-10 years of directly related or relevant experience, preferably in IT Infrastructure services.
Must have reporting manager experience of minimum 8 or more members
Preferred Certifications:
ITIL V3 / ITIL V4 – Operations processes
Azure fundamentals
Microsoft Certified Professional
Cisco Certifications
Skills & Knowledge:
Behavioral Skills:
Detail Oriented
Team Management
Interpersonal Communication
Learning Agility
Time management
Technical Skills:
IT Infrastructure Operations Management
Datacenter, cloud, server and network management concept
Virtualization Concepts like Application, Server, Network, Storage, Desktop
Tools Knowledge:
Cloud Computing Tools like Azure Portal
ServiceNow, NewRelic, SolarWinds, Dell Moogsoft
Microsoft Office Suite, SCCM
Understanding of DNS, DHCP, LDAP, SMTP, Puppet
Operating Systems & Servers like Windows, Linux,
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned