Enterprise Infrastructure Service Manager

Description

Enterprise Infrastructure Service Manager 25 Amica Way, Lincoln, RI 02865

Thank you for considering Amica as part of your career journey, where your future is our business. At Amica, we strive to build a culture of belonging where employees are encouraged to share their unique experience to enrich our workplace, strengthen our company’s mission and broaden our vision of what’s possible. We’re focused on creating a workplace that works for all.

We’ll continue to provide training, guidance, and resources to make Amica a true place of belonging for all employees. Want to learn more about our commitment to diversity, equity, and inclusion? Visit our
DEI page
to read about it! As a mutual company, our people are our priority. We seek differences of opinion, life experience and perspective torepresentthe diversity of our policyholders and achieve the best possible outcomes.

This is a full-time position based on a 37.5-hour work week. The starting annual salary is between $133,173 -$183,113 based onthe levelofpreviousexperience. In addition, hired applicants will be eligible for the company’s annual variable incentive paid based on company performance.

This role is preferred hybrid onsite in our Lincoln, RI office, butopen to full-time remote work.

Our normal business hours are 8am – 5pm Eastern Time.

This role does not currently offer employment visa sponsorship.

OurLincolnRI office is seeking an Enterprise Infrastructure Service Manager who will be accountable for the service provided by the Enterprise Infrastructure Team, including the short and long-term technical strategy for the service and operational readiness.

Assist with adding to the backlog and ensure the team effectively prioritizes the backlog by providing information to them whileassistingwithcross-team communication, where needed, to enable necessary business outcomes. Ensure break/fix work is completed and successfully deployed to production.

Drive and encourage implementingcontinuous process improvements to proactively enhance the reliability of the infrastructure.

Work with the service team as a servant leader to enable team ownership of the processes.

• Oversee and direct team personnel to provide effective andtimelysolutions to support corporate strategic direction.
• Responsible for the continuous performance monitoring, training, and professional development needs of team members working to support the service. Collaborate with IT Talent Specialists as needed.
• Collaborate and communicate within the CIS organizational structure including:
  • Working cooperatively and collaboratively with the Service
    
    Desk Incident Coordinators.
  • Collaborating with the service consumer including Application Managers, Service Managers, Product Ownersand Stakeholders to understand service needs and align strategy appropriately.
  • Partner with Enterprise Cybersecurity to ensure security policies and standards are met.
  • Collaborate with the Disaster Recoveryteamto ensure Disaster Recovery Plans are up todateand testing meets the required Recovery Time Objective and Recovery Point Objective.
  • Work with the Asset Management Service Owner and Vendor Management Service Manager to ensure weare in compliance withvendor contracts and licensing.
  • Communicatefrequentlywith Service Managers, Application Managers and others as needed.
• Oversee theday-to-day operational support for the service including:
  • Daily production support as well as incident and response management for major incidents. This includes following all ITIL standards and SLAs.
  • Responsible for keeping physical servers, storage, virtual server infrastructure,Active Directory, traffic managers, appliances,cloud instances,and other infrastructure items upgraded and supportable.
    
    This includes awareness of new versions, upgrades, fix packs, security patches, end of support dates, and end of life dates, as well as adding this work to the backlog.
  • Ensureservice meets or exceeds standards for performance and up time.
  • Conduct impact analysis for degradation or unavailability of service.
  • Ensure technical documentation is up to date.
  • Responsible for the lifecycle of assets that makeup the service.
  • Responsibleformainta…