Global On Premise Server Operations Manager

Description 

This is an IT Manager of Global Server Operations position within the Emerson Service, Delivery and Operations Organization. The incumbent will have ownership of the operational capability of On-Premise Server and Storage services as defined by Emerson IT. She/he will be responsible to deliver agreed level of server services to internal customers, users, and to manage associated applications, technology and infrastructure supporting delivery of these services in an ITIL inspired environment. This Manager of Server Operations will manage teams located in Asia Pacific, Europe and North America and possibly other areas.  Emerson IT Services span a variety of businesses, sites and user base count, going from small sales offices to large manufacturing and engineering facilities, serving 50,000+ users on a 24/6 basis. 

Responsibilities 

General 

• The Global Server Operations Manager will assume full responsibility for the operational support of all On-Premise Server and Storage services and their security baseline compliance 
• Supervise and coordinate direct reports in (currently) Asia Pacific, Europe and Americas 
• Promote efficiency in all working practices 

• Help the business optimize the infrastructure, by leveraging standards, agreements and technologies whenever possible 
• Drive the Server Operations team to provide increased customer satisfaction 
• Lead, motivate and coach the teams; set and review objectives in a challenging performance review environment (local HR standards); organize regular performance and improvement meetings with the Director of Operations and other parties 
• Ensure proper escalation of Server Services related IT Service Desk tickets 
• Participate or lead formal Service Review initiatives in cooperation with Design Team, Transition Team, Service Delivery Team and others, following-up on resulting Action Plans 

• Follow and enforce Emerson policies and rules regarding relevant IT management, security, standards and procedures, liaise with other teams when required 
• Exercise independent judgment. Work affords significant opportunity to act independently on assigned tasks 
• Duties are performed under minimal supervision 
• Coach local IT on Storage and Server Infrastructure Services when required by any relevant means, such as webcasts 
• Participate in the recruitment process of new team members 

• Participate in the salary review process for the team 
• Lead annual org review for the Server & Storage Operations team 

Operations 

• Manage storage and server related events, incidents, requests, access and problems in an appropriate and effective manner 

• Follow Major Incidents / Disaster Recovery procedures when required 
• Creation and implementation of improvement plans when an SLA breach occurs 
• Ensure the environment is monitored appropriately; support a “follow the sun” methodology 
• Operate secure and dependable Server Services (including but not limited to server backup, antivirus protection and patching) 
• Work with Emerson’s security teams on relevant IT security aspects, including antivirus, data protection, access permissions, and any future requirement 

• Operate a standard server environment in a challenging environment (25+ languages, 25+ currencies, hundreds to thousands of applications & servers globally), by packaging mandatory security baseline software, testing it, deploying it (following a staged and careful mass-deployment methodology) 
• Work with the IT Asset Management team to ensure a legitimate software environment on servers 
• Partner with Service Owner, Server Design Team and Server Transition Teams to improve server infrastructure services 
• Produce and maintain up-to-date server operating procedures and documentation 
• Maintain a steady and secure Emerson Active Directory by cleaning idle objects, synchronizing with other Asset Management tools (LANDesk, Spider, Symantec Endpoint…)  

• Using set of existing or future tools, provide required reports related to Server Services, Servers, Software, Security and others to IT Community (IT Asset Management, Service Delivery, Group Information Security Officer, others as required). 

Requirements 

Education 

• Education to degree level or equivalent, but experience may be considered in lieu of formal education 
• Minimum 10 years’ experience in IT of which a significant time managing operational teams, preferably in a large enterprise environment 
• ITIL or equivalent awareness or certification 
• Language knowledge: fluent in business English (speaking / writing); any other languages are considered an advantage 

Qualifications 

• Specific skill areas should include: 
• People management and development 
• Customer service 
• Process improvement 

• Overview of server and storage hardware architecture, including supporting tools 
• An effective communicator 
• Excellent written communication skills 
• Excellent documentation and procedure writing skills 
• Diplomacy and listening skills 

• Ability to manage challenge of remote communications through multiple tools (Instant Messaging, e-mail, phone, project management interface) 
• Willing to travel extensively (50%) including on occasion over weekends due to intercontinental flights or maintenance activities supervision 
• Professional certifications as appropriate 
• Knowledge of current trends in the specific field 
• Strong, demonstrable customer focus, diplomatic savvy 

• Flexible attitude towards working hours 
• Strong analytical capabilities, “big picture” approach and excellent problem-solving skills 
• Open mind and flexible attitude towards the ambiguity inherent to a large-scale IT reorganization, including but not limiting to managing overlaps and possible conflicts. 
• The incumbent should have excellent change motivation skills and be able to defuse tense situations in autonomy 

Responsibility and Oversight – Financial and Supervisory 

• Financial responsibility may include working within a budget to complete projects, negotiating and contracting with vendors within VMO agreed scope, assisting with budget development, and meeting fundraising targets 
• Purchase equipment and supplies as provided for in budget 

Customers  Internal 

• Users for Emerson in all world regions 
• All IT personnel within Emerson 

External 

• Suppliers of hardware, software and IT consultancy 

• IT infrastructure contractors (on occasion) 

About Emerson 

Our inclusive company culture celebrates the unique perspectives, diversity of thoughts, and exceptional innovation that come to life when we actively seek to hire and develop the best, brightest team members from all backgrounds. These unique points of view help foster fresh thinking and new ideas, ensuring our continued success into the future.  Imagine being surrounded by intelligent, driven, and passionate innovators all working toward the same goal—to create groundbreaking solutions that leave our world in a better place than we found it. Emerson is a global technology and engineering company providing innovative solutions for customers in industrial, commercial, and residential markets.  
 
Our Emerson Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production, protect personnel and the environment while optimizing their energy and operating costs. Our Emerson Commercial and Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency, and create sustainable infrastructure. 
 
A dynamic environment is what you’ll discover at Emerson, a Fortune 500 company with $14.5 billion in sales and 155 manufacturing locations worldwide. Together, we’re changing the world, and we have all the resources to help you achieve your professional goals. 
 
Whether you’re an established professional looking for a career change, an undergraduate student exploring options, or recently received your MBA degree, you’ll find a variety of opportunities at Emerson. Join our team and start your journey today.