Easter Seals Jobs

Introduction

A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe.

You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including IBM Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your role and responsibilities

The Senior IT Infrastructure Support Manager is responsible for ensuring the stability, performance, and security of an organization's IT infrastructure. This role focuses on maintenance, troubleshooting, incident resolution, and continuous support. The manager leads an infrastructure support team, oversees IT service management processes, and ensures minimal downtime for business-critical systems.

Key Responsibilities

Infrastructure Support & Operations

• Oversee day-to-day support for IT infrastructure, including servers, networks, storage, and cloud environments.

• Ensure high availability, performance, and reliability of IT systems.

• Manage and resolve escalated infrastructure issues and service requests.

• Monitor system health and performance using tools like Splunk, Nagios, or SolarWinds.

Incident & Problem Management

• Lead the incident response process, ensuring timely resolution of infrastructure-related outages.

• Conduct root cause analysis (RCA) and implement long-term fixes to prevent recurring issues.

• Develop and improve ITIL-based support processes for incidents, problems, and service requests.

• Work closely with service desk teams to ensure smooth L2/L3 escalations.

Change & Patch Management

• Ensure smooth execution of planned changes, upgrades, and maintenance activities.

• Manage patch deployment and firmware updates while minimizing disruptions.

• Work with vendors to apply critical fixes and security patches.

Vendor & SLA Management

• Coordinate with external vendors and service providers to ensure timely support.

• Monitor service-level agreements (SLAs) and hold vendors accountable for performance.

• Ensure proper contract management for infrastructure-related support services.

Security & Compliance Support

• Enforce security best practices and assist in cybersecurity incident response.

• Support compliance with ISO 27001, NIST, GDPR, and SOC 2 requirements.

• Work with security teams to address vulnerability management and access control issues.

Team Leadership & Stakeholder Communication

• Lead and mentor the infrastructure support team, ensuring high levels of expertise.

• Collaborate with cross-functional teams, including security, applications, and service desks.

• Provide regular reports on system health, incidents, and support metrics.

• Communicate technical issues to non-technical stakeholders in business terms.

Required technical and professional expertise

Technical Skills:

• Infrastructure Support Expertise - Experience in troubleshooting enterprise IT systems, networks, and cloud environments.

• Operating Systems & Virtualization - Advanced knowledge of Windows Server, Linux, VMware, Hyper-V.

• Network & Security Support - Understanding of firewalls, VPNs, load balancers, and DNS/DHCP troubleshooting.

• Cloud Environments - Familiarity with AWS, Azure, or Google Cloud support processes.

• Monitoring & Automation - Experience using Splunk, SolarWinds, Dynatrace, or ServiceNow ITOM.

• ITIL & Service Management - Strong knowledge of ITIL frameworks, ticketing systems (ServiceNow, Remedy), and ITSM best practices.

Preferred technical and professional experience

Soft Skills:

• Incident Response & Crisis Management - Ability to handle high-pressure outages and system failures.

• Problem-Solving & Root Cause Analysis - Strong analytical skills for diagnosing and resolving issues.

• Stakeholder Communication - Ability to explain technical problems to business leaders.

• Team Leadership & Mentoring - Ability to lead and develop a team of infrastructure support engineers.

• Vendor & SLA Management - Experience in managing third-party support contracts and SLAs