Storage Infrastructure Manager

Production Operations Storage team is operating 24/7 and is responsible for real-time monitoring of Storage infrastructure. Key responsibilities for Production Operations Storage team are as follow:
• To provide a 24 x7 support for the Global Storage Infrastructure
• To ensure that all critical events/incidents are fixed in a timely manner for the business to function smoothly
• The team handles all events, incidents & applies changes on the Storage Infrastructure using the defined processes & ITIL framework
As a Storage Infrastructure Manager will be accountable for:
• Production Operations Storage support services & function
• Personnel management of 12-15 people team providing direction and support
• Effective management of resources to ensure that appropriate capabilities within the teams are maintained and developed; performance is differentiated, staff is recognized appropriately in line with a high performing organisation
• Creating and developing an environment for continuous improvement
• Keeping the team motivated and having ongoing commitment to the service

• Significant working experience in IT Infrastructure Support
• Knowledge of operating systems such as Windows, UNIX, Databases Oracle, MS SQL, Sybase & DB2 (preferably administration), (minimum on UNIX & Windows)
• Exposure & working experience on monitoring & incident management tools
• Experience in leading a team in a complex IT environment (preferably with global accountability)
• Experience of managing teams of staff, circa 10-15 staff
• Experience in providing coaching and mentoring the team members to achieve a consistent nil escalations per month
• Professional Certifications preferred if any
• Confidence and ability to communicate effectively different levels of technical understanding
• Experience with evaluating existing Storage related bottlenecks and developing comprehensive plans to alleviate the situation
• Good understanding of ITIL Foundation
• Excellent written and oral communication skills
• Working with management to drive efficiency programs / Problem management / Event reduction & Incident Management
• Providing monthly team performance statistics (KPI) and deriving service improvement plans (SIP)
• Participation in meetings with stakeholders to find out the feedback, expectations and issues

Preferred:
• Awareness of industry best practices in IT
• Knowledge of monitoring tools (e.g. Netcool, Nimbus ITIM etc.)
• Storage Administration skills, clear concepts of Storage arrays like Netapp, IBM, EMC, Hitachi & HP
• Competent in discussing the technical problems with vendor escalation support team
• Can discuss key benefits and drawbacks of current/deployed IT Infrastructure
• Can add value to service delivery by suggesting strategies or improvement plans
• Good understanding and experience managing the risks of the business
• Experience of global working, cultural differences and communication over different time zones
• Flexibility regarding working times