Description
This position will be responsible for EMEA Hospitality RMS Cloud Ops team and will oversee the day-to-day management of the RMS Cloud Ops team located in Europe and APAC. The manager of the RMS Cloud Ops team will define and develop operating procedures for a 24x7 Cloud Ops for RMS. Lead team and build out a team of Oracle Database Administrators and System Administrators that can deliver the operational duties and services for RMS. The Manager RMS Cloud Ops will supervise and coordinate the activities of the RMS Cloud Ops team to deliver outstanding quality service to our customers in compliance with SLA requirements. The position will report to Director Hospitality Cloud Ops.
Responsibilities
• Lead data center migrations and consolidation/accelerations projects
• Lead the design and build-out of the Infor RMS system environment, monitoring tools, operating practices and staffing model
• Provide leadership, guidance and technical coaching to the RMS Cloud Ops team
• Meet in person and virtually with customers and prospects to present the RMS Cloud Ops team and Infor’s Cloud environment and management capabilities
• Monitor the Cloud environment, customers’ project and production environments and applications
• Proactively identify and diagnose issues in customer environments including performance, capacity utilization, hung processes, etc.
• Coordinate and oversee the response to customer service disruptions
• Coordinate work-flows and response times with BT Germany, AWS and other 3rd party service providers
• Communicate with internal and customer-facing teams regarding open issues
• Lead root cause analysis processes and coordinate problem remediation activities
• Measure and manage the RMS Cloud Ops team performance to SLAs and defined metrics
• Collaborate within the Cloud Ops team and across the organization to leverage best practices
Required Qualifications
• Experience with successful leadings of data center migrations projects in cloud and hybrid environments
• Experience as project team manager or manager, including personnel coordination and management, reporting on operations and issues handled/escalated
• Experience with one or more industry-leading infrastructure monitoring tools
• Experienced and proficient with troubleshooting techniques and problem solving in a 24x7x365 production environment
• Experience with technical implementation and operation enterprise class cloud-based systems
• Bachelor’s professional certification in IT-Systems Manager or Information Systems Manager
• Bachelor’s degree in Project management
• Broad understanding and knowledge of industry best practices
Preferred Qualifications
• Microsoft IT Professional and Citrix Advanced Administrator certification
Required Personal Attributes:
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Good written and oral communication skills
• Ability to manage virtual teams in a global environment
• Ability to present ideas in business-friendly and user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
If you are interested – please sent your application via bewerbungen@infor.com.