ITT is an industrial manufacturer of critical, engineered components that serve fast-growing end markets in transportation, flow, energy, aerospace and defense. The company’s differentiation is sustained through a combination of several factors: execution, the quality of its leadership and our DNA as an engineering leader. We have a clear purpose as an organization: to provide our customers with cutting-edge solutions to help solve their most critical needs.
The company generated 2023 revenues of $3.3 billion and is comprised of three distinct segments:
Motion Technologies ($1.5B revenue) is a global leader in brake pads, shock absorbers and sealing solutions for the automotive and rail marketsIndustrial Process ($1.1B revenue) is a global leader in centrifugal and twin-screw pumps for the chemical, energy, mining and industrial marketsConnect & Control Technologies ($0.7B) is a niche player in harsh environment connectors and control components in critical applications for the aerospace, defense and industrial markets.ITT is headquartered in Stamford, Connecticut with over 10,000 employees in more than 35 countries and sales in approximately 125 countries.
Position SummaryUnder the direction of the Manager of Hosting Services, this individual provides supervision of the Operations of the Hosting Services Team..
The Supervisor, Hosting Services is responsible for leading the day-to-day operations of ITT’s global hosting services footprint, in our U.S. based enterprise data center or one of our regional or local site data centers, as well as our Azure cloud footprint. S/he will be responsible for the full and comprehensive day-to-day operations of all hardware, software, staffing, processes, and service delivery of all services that host and process ITT’s applications, systems and data for the global enterprise. This role interfaces with several technical peers and business based IT leaders in the performance of these services.
As the company continues to grow aggressively through organic and inorganic means, the Hosting Services Supervisor will ensure hosting services are delivered in a highly available and effective manner. They will need to ensure that the tools and service delivery model is highly scalable across all aspects of their team (people, process, and technology). This individual will be highly driven (“high motor”), able to balance active priorities, be meticulous and planful. They will be comfortable addressing ambiguity, able to consistently deliver results, be naturally curious and highly accountable, and approach situations in a thoughtful and process-oriented manner. S/he will be able to identify opportunities that enable continuous business process improvement, leveraging information technology to design, engineer and maintain highly available and high performing environments for our user community.
This leader will be entrusted to build and develop a highly functioning, results oriented team that needs to act as one despite time zone, geographic, and business unit boundaries. This individual will be expected to manage, develop, stretch, grow and invest in a geographically diverse staff of administrators. This includes but it not limited to effective and meaningful goal setting, development plans, training & education plans, annual reviews, skills analysis & depth management, as well as succession planning, recruiting, and team restructuring – all in a manner that supports our growing global footprint. Additionally, this person will work closely with individuals at all levels of the information technology organization and business partners (executives, peers, staff members, individual contributors, cross-functional team members) to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the global organization.
A successful person in this role will identify, create, update and maintain a set of tools and repeatable processes that govern how services are being delivered in a consistent and repeatable manner, address variances / deficiencies and continually improve operations. Through these processes, key performance metrics will be identified and used to assess overall team performance and the degree to which services are evolving and improving under their leadership.
Essential Responsibilities- Ensure change management practices conform to organization-wide standards.
- Oversee the development, execution and maintenance of operational processes.
- Participate in strategic planning and goal setting for IT and other business functions.
- Research methods to improve operations and reduce costs related to hardware and software systems.
- Monitor and report on department performance (technical and personnel)
- Ensure that all monitoring and alerting tools are configured optimally at all times; tweak as needed
- Provide monthly operational reports for all aspects for the global organization (resource usage/availability, critical threshold monitoring, SLA/OLA adherence, RCCA (root cause & corrective action) management.
- Oversee the development, implementation, and administration of policy, standards and procedures.
- Examine, refine, and develop the existing monitoring and response metrics.
- Benchmark, analyze, report on, and make recommendations for the improvement of the IT infrastructure and IT systems.
- Supervise and train employees.
- Provide administrative support such as updating inventory.
- Ensure compliance with company policies and industry regulations.
- Ensure standards are followed and policies adhered to; provide evidence for internal and external audits Executes the team’s objectives for local and global data centers.
- Administers Wintel platform and maintains the required configuration.
- Provides on going technical support for the Wintel environments globally to assure cost effective computer operation.
- Works with appropriate business partners to implement new hardware or software as required.
- Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, and makes recommendations.
- Ensures security standards are being met, and takes appropriate steps when deficiencies are uncovered.
- Coordinate disaster recovery testing as requested.
- Remediates incident and service requests.
- Drafts operational documentation as required.
- Provide support for the following applications & hardware globally:
o Microsoft SCCM
o Virtualization infrastructure support
o Storage: HPE 3PAR, HPE Alletra, Dell Compellent, HP StoreOnce, NetApp
o Hardware: HPE\Dell blades and chassis, Dell\HPE servers
- Strong working knowledge of Windows OS, DNS, HTTP/S, SSH, DHCP, PowerShell, and AD.
- Be a team player and participate in an on-call rotation.
- Manage IT staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
- Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent IT activities.
- Additional responsibilities as assigned by the IT leadership team.
Position Requirements
- College Degree in computer science, information sciences or related field and 3-5 years of experience; OR 5+ years relevant experience.
- Proficient in writing and speaking the English language (B2 or above)
- Ability to maintain a high level of employee morale within a geographically diverse team
- Previous experience in a supervisory role within IT operations
- Knowledge of and hands-on experience with defining, implementing and maintaining operational processes via a closed loop set of measurable processes.
- Excellent project management capabilities
- Strong leadership and team management skills
- Exceptional knowledge of Wintel computer hardware & operating systems (Windows Server Operating Systems).
- Strong working knowledge in enterprise backup disk-based solutions (e.g. Azure Backup, CommVault, and Veeam).
- Knowledge of industry standard maintenance practices and monitoring tools is required.
- General experience with Windows Active Directory is required.
- Strong working knowledge of enterprise grade virtualization
- Working knowledge in Microsoft VMM and SCCM is preferred
- Experience with Azure IaaS services is a plus
- Experience with Intune and Azure Arc is a plus.
- Experience with Linux is desirable
- Experience with AS/400 (iSeries) is a plus
- Strong working knowledge in enterprise storage solutions is a plus.
- Experience with PowerShell is a plus.
- Ability to participate in special projects as requested.
- Demonstrated ability to apply IT in solving business problems.
- Experience leading an organization which provide outsourced/hybrid services is a plus.
- Highly self-motivated and self-directed.
- Proven experience to automate processes and work to drive repeatable outcomes.
- Provides subject matter expertise (SME) on communications and communication content, impact and timing.
- Understands when new or alternate solutions are necessary, and begins discussions with IT management and business/functional partners to identify needed improvements to the solution/service framework.
- Leverages experience collaborating across cultures and organizations.
- High focus on interpersonal and cultural understandings across disparate teams
- Shares information proactively, directs workflows to leverage the expertise of individuals, and promotes a team approach to achieve common goals.
- Provides solutions/services that conform to approved industry frameworks within his or her domain or country that support best practices and standardization and meet requirements for risk, security, maintenance, scalability, and performance. Initiates conversations with his/her manager and customers/partners when new, customized or non-standard solutions may be necessary.
- Leverages existing solutions, knowledge base, and best practices, and works within the approved policy/governance framework.
- Gains trust by listening effectively, being open and transparent, and demonstrating results that the customer, business, or function values.
- Demonstrates a sense of pride in the quality of his/her own work, and a willingness to take initiative to meet the challenges of the customer, business or function.
- Promotes accomplishments while holding others accountable for results.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Strong documentation skills.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language to non-technical staff and end users.
- Keen attention to detail.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Experience working in a team-oriented, collaborative environment.
- Self-directed, self-starter and strong analytical & problem solving skills.
- Ability to work well under stress.
- Carry a Smartphone 24X7 for the purpose of escalation
- Participate in an on-call rotation along with your team.
- Act as an escalation point for the team’s on-call responsibilities, as needed.
- Due to time zone difference and appropriate meeting times, flexible work hours may be required.
- Additional working hours as required.
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals.
- Travel less than 10% may be required for special projects.
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