IT Infrastructure Operations Senior Manager KEY EXPECTED ACHIEVEMENTS - Control the complexity and costs of the system (TCO) with a long-term vision (Maximize the reuse of solutions) - Execute IT strategy by Declaring arbitrations on the build and run perimeters, adapting capacities, proposing priorities, controlling budgets & by guaranteeing user satisfaction - Directly accountable/responsible to manage IT Infrastructure operations in the scopes of DAP and NET utilizing the 24X7 support team and the operations team. - Main escalation point for any IT infrastructure issue concerning Network and Server Infrastructure. - Play the role of an Incident manager, in mobilizing different teams and facilitating the resolution of major incidents - Promote and enforce the ITIL process - Escalation management on complex or unsolved incidents to SMEs, third-party specialists, and vendors. - Identify IT risks and maintain them in a centralized repository along with the risk response strategies - Identify opportunities and recommend solutions that will enhance future operations and increase the availability - Implement good engineering practices and improvements in processes & operations People Management & Continues Improvements - Create an environment conductive to team autonomy and performance - Developing people (direct or indirect line management) on a continuous basis, taking into account the needs of the organization and the aspirations of the people - Inspire and engage its teams and partners by driving a dynamic of continuous progress and innovation within the agreed quality framework. - Reflects continuously on how to become more efficient, then develops and adjusts the team's standards - Monitoring and tracking of support team KPIs