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Infrastructure Service Operations Manager

Req ID:  4210

Working Location: MASSACHUSETTS, WESTBOROUGH; PENNSYLVANIA, CENTER VALLEY 

 

Are you looking for a company that cares about people’s lives and health, including yours? At Olympus, we help make people’s lives healthier, safer and more fulfilling, every day. 
 
Let’s inspire healthier lives, together.

Job Description

The Infrastructure Service Operations Manager supports to streamline service processes to ensure successful customer satisfaction. This role contributes to the day-to-day operations and works with service providers to improve levels of service availability and minimize downtime. Moreover, it includes supporting continuous performance monitoring and implementing a customer-centric business approach as a result of cross-departmental efforts and initiatives. 
 

“The job is conducted in line with our Core Values which are: agility, empathy, long-term view, unity and integrity. Olympus is an equal opportunities employer championing a culture of equality, diversity and inclusion embedded throughout the organization and workforce”

Job Duties

IT Infrastructure Monitoring

* Orchestrate and control the day-to-day IT operations as part of the overall IT infrastructure.

* Monitor and coordinate the operational processes and third-party service providers to ensure stable, safe and efficient IT operations.

* Oversee the change, incident and problem management process (backlog management) and collaborate with the relevant teams and external service provider.

* Monitor servers, networks, and computer systems ensuring that they work reliably and securely using dashboards and alert management systems.

* Oversee troubleshooting processes by launching alerting processes and coordinating service restoration.

 

Process Alignment

* Help streamline processes to ensure that support teams have the tools needed to drive customer satisfaction.

* Contribute to the alignment of service operations processes to the change, incident, and problem management processes (including incident logging, prioritization, and task assignment).

* Support the development of technical and process standards for IT infrastructure architecture.

 

SLAs and Performance Management

* Work closely together with the Provider Management to monitor SLA delivery of third-party service provider.

* Manages third party service delivery escalation.

* Work with service provider to improve levels of service availability and minimize downtime.

* Review performance statistics and feed into required reporting dashboards.

 

Continuous Improvement

*  Help develop a customer-centric business approach with cross-departmental efforts and initiatives.

* Identify technical improvement and innovation potentials for IT infrastructure services and coordinate their implementation with external IT infrastructure service providers and internal application teams.

* Improve the user experience and security of current IT infrastructure services and implement optimization measures together with other departments and external partners.

* Drive innovative and customer-oriented development and standardization of IT infrastructure services´.

 

Other responsibilities / duties as assigned

Job Requirements

REQUIRED QUALIFICATIONS:

 

* Bachelor's degree or higher in Business Informatics, Computer Science, Information Systems, Information Technology, Business Administration or (Business) Engineering (or equivalent and related experience preferred).

 

* Minimum 3-5 years’ working experience in IT Service and/or Operations Management.

 

PREFERRED QUALIFICATIONS:

 

* Excellent knowledge of IT Operations within the respective focus areas.

 

* Experience working in Healthcare/MedTech industry desirable.

 

* Excellent understanding of IT processes with formal training in ITIL an advantage.

 

* Experience working with service providers for outsourced IT infrastructure services including contract and SLA management.

 

* Demonstrable interpersonal skills.

 

* Demonstrable problem solving skills.

 

* Demonstrable coordinating skills.

We realize work isn’t just a job to you.

It’s a big part of your life, but not the only part. That’s why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks — so you can be ready for where life can take you. 

 

Olympus requires all new hires to be “fully vaccinated” against COVID-19, as defined by the Centers for Disease Control and Prevention (CDC), on or before their first day of work. Individuals who have been offered employment who have a disability, medical condition, or sincerely-held religious belief that prevents them from being vaccinated against COVID-19 are required to request and be granted a reasonable accommodation prior to their first day of work.

 

Olympus is passionate about the solutions it creates for the medical, life sciences, and industrial equipment industries, as well as cameras and audio products. For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world.

 

Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,500 employees throughout locations in North and South America. For more information, visit www.olympusamerica.com.
 

Olympus…True to You. True to Society. True to LIFE.

 

It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.

 

Posting Notes: || United States (US) || Massachusetts (US-MA) || Westborough || 


Nearest Major Market: Worcester

Job Segment: Computer Science, Service Manager, Performance Management, User Experience, Informatics, Technology, Customer Service, Human Resources

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