Note: The job is a remote job and is open to candidates in USA. Amica Insurance is seeking an Enterprise Infrastructure Service Manager who will be accountable for the service provided by the Enterprise Infrastructure Team. The role involves overseeing team operations, ensuring service performance, and driving continuous process improvements to enhance infrastructure reliability.
Responsibilities
- Oversee and direct team personnel to provide effective and timely solutions to support corporate strategic direction
- Responsible for the continuous performance monitoring, training, and professional development needs of team members working to support the service. Collaborate with IT Talent Specialists as needed
- Collaborate and communicate within the CIS organizational structure including: Working cooperatively and collaboratively with the Service Desk Incident Coordinators. Collaborating with the service consumer including Application Managers, Service Managers, Product Owners and Stakeholders to understand service needs and align strategy appropriately. Partner with Enterprise Cybersecurity to ensure security policies and standards are met. Collaborate with the Disaster Recovery team to ensure Disaster Recovery Plans are up to date and testing meets the required Recovery Time Objective and Recovery Point Objective. Work with the Asset Management Service Owner and Vendor Management Service Manager to ensure we are in compliance with vendor contracts and licensing. Communicate frequently with Service Managers, Application Managers and others as needed
- Oversee the day-to-day operational support for the service including: Daily production support as well as incident and response management for major incidents. This includes following all ITIL standards and SLAs. Responsible for keeping physical servers, storage, virtual server infrastructure, Active Directory, traffic managers, appliances, cloud instances, and other infrastructure items upgraded and supportable. This includes awareness of new versions, upgrades, fix packs, security patches, end of support dates, and end of life dates, as well as adding this work to the backlog. Ensure service meets or exceeds standards for performance and up time. Conduct impact analysis for degradation or unavailability of service. Ensure technical documentation is up to date. Responsible for the lifecycle of assets that makeup the service. Responsible for maintaining effective internal controls and executing risk and control procedures. Responsible for collaborating across teams to align the work in process for the service. Relationship manager for the service vendors
- Create and drive the short- and long-term service strategy while aligning with cross functional partners including: Awareness of and driving to new technology, tools, upgrades, and integrations. Aligning with the Tech Strategy Office to ensure direction works with the overall technical strategy. Keeping communication open with service consumers
- Proactive about developing, encouraging, and implementing continuous process improvements by: Driving reliability and performance. Encouraging enhanced alerting, monitoring and automation
- May be called upon to handle other duties as required
Skills
- Bachelor's degree and 5+ years of experience managing/coordinating projects and/or teams, or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job
- 5+ years' experience understanding key infrastructure technologies and associated architectural considerations
- Deep and broad understanding/experience with hyperconverged infrastructure (HCI), virtualization (VMWare VCF and/or Nutanix), LDAP (Active directory and Entra), certificate management (Venafi), server operating systems (Windows, Linux, containerization), public cloud providers (AWS and Azure), logging/monitoring platforms (Splunk and LogicMonitor) automation/orchestration platforms (Intune, Ansible, SCCM) and services (DNS/DHCP/File Server)
- Experience with vendor management or interaction with vendors
- Possess strong conflict-resolution skills; Able to take control of difficult situations; Persevere even during resistance and setbacks with a focus on a successful outcome
- Solid oral and written communication and interpersonal skills across all levels of the organization, including senior leadership. Relate well to others, easy to approach and quickly build strong professional relationships. Maintain a high level of diplomacy and the ability to see and rationalize multiple points of view; well respected by others
- Able to make timely decisions and solve problems in a fast-paced, high expectation environment
- Possess proven leadership abilities. Encourage and promote quality, ingenuity and timely work. Set goals and visions to inspire others to perform at a higher level and to embrace change. Hold employees accountable and give actionable feedback
- High attention to detail and proactive in following up
- Highly adaptable, with a continuous improvement mindset and an ability to support and drive change
- Committed to increasing functional and technical knowledge and continuous learning, including but is not limited to self-teaching, training sessions or seminars with a focus on expanding knowledge beyond the current role
- Hold, actively pursue or willing to pursue relevant certifications for the application as well as ITIL certification
Benefits
- Medical, dental, vision coverage, short- and long-term disability, and life insurance
- Paid Vacation – you will receive at least 13 vacation days in the first 12 months, amounts could be greater depending on the role. While able to use prior to accrual, vacation time will accrue monthly.
- Holidays - 14 paid holidays observed
- Sick time - 6 days sick time at hire, 6 additional days sick time at 90 days of employment
- Generous 401k with company match and immediate vesting. Additionally, annual 3% non-elective employer contribution
- Annual Success Sharing Plan - Paid to eligible employees if company meets or exceeds combined ratio, growth and/or service goals
- Generous leave programs, including paid parental bonding leave
- Student Loan Repayment and Tuition Reimbursement program
- Generous fitness and wellness reimbursement
- Employee community involvement
- Strong relationships, lifelong friendships
- Opportunities for advancement in a successful and growing company
Company Overview