Hosting & Cloud Service Operations Delivery & Support Manager - Shelton, CT

Position Overview

The Hosting & Cloud Services (HCS) Operations Delivery & Support Manager reports directly to the Sr. Director of Hosting and Cloud Services Operations Leader and is responsible for ensuring excellence in service delivery, support, systems availability, and security in support of business objectives. As the HCS Operations leader you will have the opportunity to work in a fast-paced international environment, solve complex problems, lead our IT solution capability development for HCS, and grow together with the rapidly developing business.  Together with the leader of HCS, you will be responsible for building, operating, and continuously improving hosting & cloud operations capabilities that support Hubbell’s global enterprise. You will be responsible for ensuring delivery of high-quality services and availability by providing team leadership, management, and oversite of incident & service request response, ensuring compliance and SLA adherence. Responsibility and ownership for providing follow the sun support and management of on-call services, scheduling, and alerting solutions.  The position will lead and provide management of the infrastructure improvement projects, recovery exercises, and architectural oversight.

Duties and Responsibilities

• Operate the Hosting & Cloud Services infrastructure for Hubbell IT systems, including architecting & designing on-prem solutions, as well as building and implementing cloud solutions, ensuring day to day stability of servers, storage, databases, backup, disaster recovery, data centers, appliances, and all other related technologies.
• Provide team leadership and management over Service Desk queue and provide guidance over incident triage and first response.
• Manage On-call scheduling, rotation, and provide escalation management for the team.
• Oversee environment monitoring response and remediation, Provide oversight and insightful leadership to the team and work toward systems integration and automation within the monitoring alerting and documentation environments.
• Develop standards of operations and procedures for day-to-day running of the environments ensuring all compliance with all company policies. Establish and enforce appropriate IT policies, processes, and procedures, aligning with industry best practices.
• Enforce, complete, and comply with all data protection policies and processes such as running disaster recovery tests and processes, ensuring compliance with system patching and vulnerability management. 
• Ensure security is a key priority for all Hosting & Cloud Services, driving timely patching and strong operational processes that protect the enterprise.
• Work closely with HCS leader in planning and delivering within the HCS budget, including forecasting to roadmap that ensures delivery of key objectives and compliance.
• Develop and maintain strong relationships with key infrastructure suppliers, influencing their strategic product roadmaps to the benefit of Hubbell.
• Define and manage to establish Service Level Agreement(s) for all HCS deployed infrastructure services.
• Implement an effective team structure that optimizes the delivery capability and output of the Hosting & Cloud Services Operations IT team, operating the team as a shared services organization capable of delivering solutions across the business.
• Collaborate effectively across all internal and external service providers to resolve Hosting & Cloud related issues in a timely manner and ensure adequate capacity to support business needs.
• Operate with efficiency and effectiveness, establishing and implementing industry standards and best practices following ITIL Processes. 
• Recruit, motivate and develop a customer focused team; establish a culture that embraces responsibility and accountability, values teamwork, encourages diversity, and delivers performance-based outcomes.
• Collaborate effectively across all internal and external service providers to resolve Hosting & Cloud related issues in a timely manner and ensure adequate capacity to support business needs.
• Lead by example in inclusive behaviors, teamwork, partnership, and diversity.
• Build an environment of trust and collaboration within IT infrastructure and the entire IT organization modeling our core values.
• Provide leadership, coaching and direction, creating goals and standards of performance according to established HR policies, guidelines, and processes.
• Develop a detailed plan to facilitate cross-training of the HCS team, implementing a sustainable model that ensures continuous knowledge exchange and competency development as the infrastructure landscape within Hubbell evolves.
• Maintain production operations according to business expectations with emphasis on security, availability, and scalability, across both on premises and Cloud.
• Collaborate with Disaster Recovery and Business Continuity teams to understand business requirements and architect solutions to match.

Skills and Experience

• Bachelor’s degree preferred and/or minimum 15 years of Information Technology (IT) experience in developing, configuring, deploying. and maintaining Hosting & Cloud solutions as well as 5 years of IT management experience.
• Demonstrated experience managing servers, storage, databases, backup, disaster recovery, data centers, appliances and all other related technologies, virtual or physical and cloud solutions in a large scale infrastructure estate.
• Excellent working knowledge with at least 15 years’ experience working with UNIX/Linux, Windows, VMware virtualization, Backup & Recovery tools, SQL, Converged Infrastructure solutions (example Cisco, EMC, VMware) and Cloud IaaS / PaaS / SaaS solutions (example Microsoft Azure, AWS or GCP).
• Strong understanding and experience in deploying on-prem virtualization technologies such as vSAN, VMware, and commodity hardware.
• Experience in a large, distributed environment, with load balancers, DNS, DHCP, Active Directory, AzureAD, storage systems and related technologies.
• Experience with monitoring, alerting, configuration management and automation tools. Working knowledge of response and account ability processes with Servicedesk management and on-call management solutions such as PagerDuty
• Strong knowledge of cloud service architecture, operations, and components with Azure, AWS, and IBM Cloud.
• Minimum of 10 years server administration experience including monitoring, reporting and troubleshooting Microsoft Windows Server issues, security issues, networking issues in an enterprise environment.
• Demonstrated experience instituting and utilizing ITIL practices (example, Incident, Service Request, Change, Problem, Knowledge, Configuration (CMDB), and Availability, Asset & Capacity management) to deliver and manage quality IT services.
• Extensive IT leadership experience, including demonstrated examples of management through influence and collaboration in complex, multi-site global environments. Significant experience successfully leading geographically dispersed and diverse teams, building a culture of ownership, responsibility, and accountability.
• Highly motivated and entrepreneurial; hands on leader with a “can do” attitude who drives the same within his/her team.
• Excellent communication and facilitation skills that have been leveraged to drive change and successfully deliver significant IT programs. Ability to communicate across all levels of the organization, technical and non-technical audiences, to convey complex IT information in a clear and concise fashion.
• Strong experience in project planning and execution and economic aspects of hosting & cloud services infrastructure management and lifecycle.
• A delivery focused leader who has demonstrated the ability to establish technical direction, collaborate across global teams and drive action through influence to deliver critical infrastructure projects/programs while ensuring continuous operation.
• Previous experience establishing internal continuous improvement activities to drive efficiency, manage/reduce costs, and improve service. Experience leveraging shared IT services, internal or external, to drive cost effective service delivery and support.
• Ability to travel up to 10% (regional and global travel)

Technical Competencies

• Hosting & Cloud Services related technical certifications preferred (Microsoft, AWS, etc.)
• Project Management certification or demonstrated experience preferred.
• ITIL Foundation v4 certification preferred.

Education