March 28, 2024
Electric Energy Jobs

Site Infrastructure Support (SIS) Supervisor

Organization:
Eaton
Region:
United States, North Carolina, Arden
End of contest:
April 26, 2017
  This job posting has expired
Type:
Full time
Category:
Information technology (it)
Description
Eaton has an opening for a Site Infrastructure Support (SIS) Supervisor in the Infrastructure CoE.  This position can be located at any of the following North Carolina Eaton facilities: Arden, Fayetteville, Kings Mountain or Raleigh.

The primary functions of this position is to manage a small to medium size virtual team of Site Infrastructure Support (SIS) analysts in Mid Atlantic Region and also perform SIS analyst activities.  The SIS organization is a global customer-facing organization focused on providing 2nd level client infrastructure support to all of Eaton's internal PC users.

This person will have Expertise in IT Infrastructure (PC, printer, network, server, mobile devices, phone systems), with significant expertise in PCs and peripherals. They must also possess Significant expertise in service desk operations and IT Service Management (ITSM), including Incident, Problem and Change Management.  They will have understanding of and drive QOS metrics and continuous improvement into the primary sites they are responsible for to enhance and improve performance. They will hold a Liaison between IT and site management to drive standards, influence financial and reduce business risk and also assist in resolving serious IT Infrastructure issues with primary sites. They will be responsible for IT Disaster Recovery plans for their primary sites. 

The management aspect of this role (roughly 50%) includes leading a small to medium size team (3-6) of Site Infrastructure Support analysts including day-to-day management, performance reviews and counseling, career development planning, regular staff meetings and 1 on 1 meetings.   Team members may be in the same site or different sites within the Mid Atlantic Region.  This person will drive for results to meet and exceed expectations, while understanding that Customer Service is of utmost importance.

The Analyst aspect of this role (roughly 50%) includes performing standard SIS Analyst activities along with the team members.  This includes providing 2nd level client infrastructure support via Remedy Incidents and Requests.  Serves as the main point of contact for site infrastructure support at primary sites.  Participates in application, infrastructure and OpEx initiatives as needed related to site infrastructure.

Essential functions include:

  • Provide Site Infrastructure Support at sites and is the main point of contact for Site Infrastructure at the sites within their primary sites and Zone.
  • Provide direction, reinforce IT Strategic Plan and provide leadership to SIS staff within team.
  • Provides guidance for more complex issues.  Acts as escalation point within primary sites for IT infrastructure issues.
  • Provides and directs 2nd level support as applicable for site infrastructure hardware and software within their primary sites.
  • Ensures appropriate deployment of standard ITSM processes of Change Management, Incident Management, Problem Management and project management to drive efficiencies, improve customer satisfaction and drive green operational metrics.
  • Partner with Asset Management related to a) accurate tracking and timely lease returns for PC hardware and b) PC software standards and license compliance.
  • Influence IT budgeting, forecasting and spending within Zone for SIS and site IT budgets.
Requirements

Basic Qualifications:

  • Bachelor's degree from an accredited institution is required
  • Minimum 4 years of experience in IT Service Delivery
  • No relocation offered; candidate must reside within 50 miles of any of the following North Carolina Eaton locations: Arden, Fayetteville, Kings Mountain or Raleigh
  • Candidates must be authorized to work in the US on a continuous basis without company sponsorship

Position Criteria:

  • Ensures alignment of own team's work with SIS overall strategies and long-term success ensures the team knows the right things to be working on (or not working on), based on this alignment.
  • Builds Organizational Capability by engaging, developing, motivating and accurately assessing others.
  • Personally demonstrates the Eaton Values & Philosophies, and Eaton's high ethical standards is someone others want to work with and for.
  • Effectively interacts with others, establishing open, candid and trusting relationships.

Preferred:

  • ITSM knowledge and experience - ITIL certification preferred
  • Ability to manage a remote, virtual team
  • 2 years of management experience

Apply Now

Contact

Eaton

1000 Eaton Boulevard

Cleveland

Ohio United States

www.eaton.com


 From the same category : information technology (it)