AVP Infrastructure Operations job in Chicago, IL| Recruit Arrow
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AVP Infrastructure Operations
Location : Illinois, Chicago
Refer job # HTYK339254
Job Responsibilities and Requirements: Essential Duties & Responsibilities Performs a combination of duties in accordance with departmental guidelines: Participate in strategic planning of CNA s infrastructure roadmap to operationalize with the managed service providers. Work with contracted providers and other vendor partners supporting CNA s technology infrastructure to ensure reliable, cost effective and optimized business operations. Oversee overall support services, including all day to day management and support of activities related to the data centers, hosting, and network environments, cloud, data storage, and infrastructure systems. Ensure effective administration of, and compliance with, all applicable CNA processes, procedures, and controls related to IT infrastructure. Co-develop and manage service level agreements for providers that are contracted to provide infrastructure support to Ensure service levels are met and adjusted as needed. Govern performance of providers; ensure needed capacity is achieved for CNA s infrastructure, health of environment is up to date, ongoing financial reporting and contractual obligations are met across all disciplines and provider communities. Inform and drive action on improvement priorities by summarizing trends identified, actions taken, and results defined by key metrics. Provide strategic direction and support to providers during major issues and day-to-day escalations. Ensure providers deliver in-depth root cause analysis for complex issues impacting CNA infrastructure systems and performance. Ensure incidents are investigated promptly and permanent solutions are put in place so similar incidents do not reoccur. Work with global procurement and vendor management to help negotiate and / or provide detailed analysis to acquire favorable service level agreements with managed service providers and other vendor partners. Manage teams of other Infrastructure Engineers, support staff, and third party vendor participants as required. Provide people management oversight for the Infrastructure Operations team, including talent development, mentoring and goal setting and tracking, etc. May perform additional duties as assigned. Reporting Relationship Typically reports to Vice President (VP) or above. Skills, Knowledge & Abilities Excellent interpersonal, presentation, verbal and written communication skills, with the ability to interact effectively with internal and external business partners at all levels, Strong ability to influence and collaborate with CNA leadership to define service goals, objectives, and metrics, ensuring clear alignment with Infrastructure operations efforts. Ability to engage resources (people, material, support) to eliminate barriers; orchestrate multiple activities to accomplish a goal; utilize resources effectively and efficiently. Proven ability to work well under pressure while maintaining a professional image and approach. Ability to exercise professional judgment, make decisions and assume responsibility for decisions which have an impact on people, costs, and the delivery of services. Ability to work with Infrastructure Engineering and Planning and external partners to help architect and plan the most efficient infrastructure for CNA today and in the future. Excellent knowledge and experience with IT Service Management concepts including all disciplines within an ITIL framework. Previous operations management experience with a proven track record of building, developing and managing service delivery and support teams. Translate strategy to roadmap and execute independently; design and implement plans to monitor progress and results against strategic goals. Ability to think analytically, critically and creatively in an outcome-based model to identify viable options from conceptualization to execution. Act with a sense of urgency and accountability while achieving quality results and identifying and resolving problems and issues within the scope of responsibility. Detail-oriented with excellent analytical and problem solving skills, and ability to effectively plan and direct multiple projects and project teams. Acts as a thought leader in researching and presenting innovative ways to solve complex infrastructure related issues, including working with IT Managed Service Providers and other vendor partners with root cause analysis and SLA adherence. Data driven with continuous improvement mindset. Demonstrated change management skills and experience. Advanced computer skills including Microsoft Office suite and other business related software systems Insurance industry knowledge/certifications or consulting certifications (i.e. CBCP, CBCI, BPM, Six Sigma, ASQ, Facilitation) is a plus Education & Experience Bachelors Degree in Computer Science, Information Technology, or related work experience. Minimum of ten years in Information Technology experience in Infrastructure operations, networks, telecom, platforms, storage, and / or procurement preferably in the insurance industry. Minimum 5 years of people leadership experience. Experience working with IT vendors and managed service providers and other vendor partners. IT Infrastructure engineering certifications preferred.
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