Infrastructure Manager - Application Platform Technologies (Multiple Services and Multiple Levels)
Company: FM Global
Location: Central Falls
Posted on: June 23, 2022
More information about this job:Overview:**This position has the
possibility of being remote within the United States**
FM Global is a leading property insurer of the world's largest
businesses, providing more than one-third of FORTUNE 1000-size
companies with engineering-based risk management and property
insurance solutions. FM Global helps clients maintain continuity in
their business operations by drawing upon state-of-the-art
loss-prevention engineering and research; risk management skills
and support services; tailored risk transfer capabilities; and
superior financial strength. To do so, we rely on a dynamic,
culturally diverse group of employees, working in more than 100
countries, in a variety of challenging roles.
Responsibilities:The Service Owner is responsible for managing one
or more services throughout their entire lifecycle. This individual
sets strategic direction, defines service levels, and handles risk
associated with a service. The individual will establish and manage
a service portfolio with clear metrics, continual service
improvement plans, and "voice of the customer" process. The service
owner is also responsible for service delivery and will lead a team
of assigned resources with the day-to-day support, operations,
implementations, and incident management.
Application Platform Technologies - This service owner is
responsible for the daily management and support of secure,
enterprise-scale cloud and on-premises application infrastructure.
Application technology platforms include Azure (PaaS/IaaS), Windows
Server, or Linux environments using SQL Server, PostgreSQL, Oracle
or RDB databases. This operationally focused agile team provides a
set of services such as automation, provisioning, configuration,
deployments, upgrades, troubleshooting, monitoring, compliance
(vulnerability remediation), and disaster recovery. Key
technologies used by the team include Azure DevOps (ADO),
PowerShell, IIS, Octopus Deploy, Git, configuration-as-code
(SaltStack), infrastructure-as-code (Terraform), and container
technologies such as Docker, Kubernetes, and AKS. This service
owner also sets and measures against objectives (OKRs) in support
of organizational performance targets.Summary/ ResponsibilitiesOwns
the journey service vision and is accountable for the alignment,
prioritization of value, and oversight and cost management of all
services in the journey. Ensures healthy service backlogs for all
services within their journeys while striving for timely delivery,
representing the customer and key stakeholders.
Works closely with key senior business and Strategy & business
enablement partners for responsible services within scope of
responsibility. Actively supports the "voice of the customer" from
the business point of view and provides guidance in assessing,
mitigating, and managing service opportunities and risks. Defines
and aligns the visions for all services within the journey. Engages
customers and service teams, and is accountable for the overall
service management and brand of the various services within a
Aligns stakeholder input into service and journey vision and
roadmaps while effectively negotiating tradeoffs of conflicting
priorities based on value to the business and customer. Manages and
monitors the value of team delivery and service metrics. Takes
advantage of the service KPIs and overall service performance (and
other business metrics) to optimize the service.
Reviews and supports the scope and value of the minimum viable
product (MVP) as defined by team and Service Owner to ensure
alignment with enterprise goals and objectives. Accountable for
removing roadblocks, constantly communicating, and gaining
alignment on service investments and strategy with senior
stakeholders and business partners. Manages overall service
delivery, partners with key business leaders to resolve open
issues/questions quickly and efficiently to ensure timely delivery
by all teams in the journey.
Actively and effectively uses metrics and suggests new solutions to
increase the service's business value and usability. This will be
verifying the business value delivered by the service and how it
aligns with the client's strategy. Accountable for maintaining and
communicating service vision and roadmaps for all services within
the journey. Working with both engineering and operations teams as
well as other key areas of strategy & business enablement, reviews
and manages delivery, implementation, and operations support plans
for services within the journeys. Accountable for service image,
branding, satisfaction metrics (e.g. net promoting score/customer
satisfaction score for all services in the journeys). Accountable
for coaching, mentoring, developing SO talent, and for managing
performance of all service owners in the journey.
Cultivates a culture of automation, efficiencies in delivery,
communication/collaboration and use of metrics to drive decision
making and accountability.Qualifications:
- 5-10 years' experience in information technology
service/product management leadership. Depending on service owner
role, the candidate should possess skills in one or multiple of the
following: infrastructure/cloud services, application platforms
engineering, DevSecOps, reliability engineering, enterprise
technology and/or consulting.
3 to 5 years' IT Service Management, ITIL framework, customer
experience, and service level management.
Knowledge of agile practices in an enterprise infrastructure
environment is highly preferred.
A servant leader and role model with exceptional planning,
analytical, decision-making, organization, communication, and
teamwork skills, as well as strong enterprise infrastructure
knowledge with the ability to influence others and build consensus.
Accountable for supporting enterprise priorities and able to make
difficult and quick decisions daily with incomplete information for
all services across the journey.
An empowering and creative leader with experimental mindset with
demonstrated willingness to learn and develop others.
4 Year College Degree/Bachelors; Information Security / Assurance,
Computer Science, Information Technology, or a related discipline,
or equivalent work experience or technical training with a
We offer our employees a wide range of benefits including career
long learning opportunities, tuition reimbursement, 401 (k),
pension, flexible schedules, rich health and well-being programs,
generous time off allowances, volunteer days and so much more!
FM Global is an Equal Opportunity Employer and is committed to
attracting, developing, and retaining a diverse workforce.
Please note that all FM Global visitors, including external
candidates interviewing for open positions will be required to be
vaccinated and should be prepared to provide proof of
Keywords: FM Global, Providence , Infrastructure Manager - Application Platform Technologies (Multiple Services and Multiple Levels), Executive , Central Falls, Rhode Island
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