IT Infrastructure Network Manager

• Base Salary (paid biweekly): $120,000.00 to $160,000.00 depending on experience. Additional earnings in the form of MIP Bonus of 15% of base salary.

Toshiba America Business Solutions, Inc. is a global industry leader in digital displays, document security and software solutions. We currently have an excellent opportunity for an IT Infrastructure Network Manager.

Position Summary:

The Infrastructure Network Manager will manage the architecting, planning, designing, building, implementation and support of Network and Communication infrastructure services to meet business needs of Toshiba. They will have responsibility and control of all activities related to Network Service Management, Service Integration and Technical Operations. This position will participate and support efforts for the design and support of Request Management processes that will provide timely infrastructure services to both TABS and TGCS and with quality results. Participate in continuous improvement of end-to-end IT Service Management processes and advise management on technical matters to mitigate issues that may impede departmental and company business objectives.

Responsibilities:

• Manage the architecting, planning, designing, building, implementation and support of Network and Communication infrastructure services. Control of all activities related to Network Service Management, Service Integration and Technical Operations. Develop and manage performance metrics and work jointly with IT peers and IT Leadership.
• Work jointly with PMO, Application Manager and IT Leadership to ensure committed portfolio of projects are delivered within agreed scope, schedule, and budget. Direct the provisioning of new and enhanced services as per requirements. Ensure IT demand is captured from business.
• Manage the day-to-day operations and performance of the Infrastructure/Network Team. This may include network infrastructure and internal systems software and hardware. Provide leadership and technical expertise. Manage escalations to ensure customer satisfaction and the equitable distribution of tasks for team members. Make recommendations for purchases as needed.
• Develop and manage protocol to ensure customer satisfaction by responding to calls, email, and/voicemail in a timely, accurate and professional manner and handling escalations. Oversee flow of work and ensure timely escalation of customer problems by documenting the impact to the customer and by assigning an appropriate priority and resolution target.
• Manage and handle full breadth of IT Tickets to meet departmental objectives. Establish high customer service standards and hold team members accountable. Contribute to improving customer support by taking ownership of situations that fall below agreed upon standards. Develop and provide ServiceNow reports to demonstrate commitment to meeting established SLAs.
• Manage the development of and engineer solutions for complex problems that generally require in-depth analysis and creative thinking where innovation and a wide range of autonomy for decision making is required. Identify errors that are often difficult to detect and perform root cause analysis in finding resolution to problems that typically lack precedent. Help to drive architectural improvements and standardization for the infrastructure environments, including choice of networking infrastructure, hardware, and monitoring software.
• Lead efforts to develop and enhance automated processes to release new solutions into the live environment. Recommend alternatives for existing systems. Research and recommend emerging technologies to increase cost effectiveness, system ability and future expandability. Communicate highly technical information to both technical and nontechnical personnel. Provide guidance and may assist lower-level specialists with tasks which may be outside the scope of their knowledge. Train department staff as needed to handle scope of problems.
• Develop standards and best practices. Develop materials and support documentation. Research present and future end user support technologies which best meet company needs and requirements functionally and economically. Ensure department maintains up to date knowledge of current trends.
• Maintain a solid working knowledge of the Cloud environment to broaden the scope to which the position has input.
• Perform other related duties as assigned.

Qualifications:

• Bachelor's degree or equivalent.
• Minimum of 8 years of experience in architecting, planning, designing, building, implementation and support of Network and Communication infrastructure services with an emphasis in operational skills.
• At least 4 years managing a highly technical staff with ability to manage a team of experienced technical specialists and provide clearly defined goals. Must have ability to balance the need for technical expertise and troubleshooting skills.
• Extensive Cisco networking skills including experience in all LAN, WAN, and firewall technologies.
• Demonstrate strong leadership skills with demonstrated experience building and growing teams that are geographically distributed, appreciate local operations, and bring in a global perspective and following standards.
• A team player with an ability to both lead and work with multi-functional teams.
• Hands on experience with IT support desk tools (ability to generate reports to determine workloads)
• Highly customer service focused with Demonstrated ability to successfully manage to SLAs.
• Experience establishing best practices which drive results.
• Demonstrated ability to lead projects while directing team members to adhere to timely deliverables.

Toshiba America Business Solutions, Inc. offers a competitive salary and generous benefits package including the following:

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Pre-tax spending accounts
• 401(k) plan
• Pet Insurance
• Company provided life insurance
• Employee discounts
• Generous paid holiday schedule, paid vacation & sick/personal business/volunteer days

Toshiba America Business Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor.

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email to request an accommodation.