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Job Purpose and Impact

• The Senior Professional, Operations job maintains the smooth operation of the organization's infrastructure by performing complex tasks, including monitoring systems, troubleshooting issues, and implementing security measures. With minimal supervision, this job serves as a trusted onsite IT partner physically based within manufacturing facilities, providing hands-on support for infrastructure and workplace technology.   The role may support multiple facilities within an assigned geographic territory and may require travel to nearby sites.   This job collaborates with vendors and internal teams to document and resolve complex network and infrastructure issues, maintain technology asset inventories, and implement solutions that improve reliability, availability, and security across plant environments.

Key Accountabilities

• MONITORING INFRASTRUCTURE PERFORMANCE: Leads performance monitoring of network, virtual, and physical devices to maintain smooth and efficient operations, applying tools to track network traffic, identify issues, and ensure optimal performance.
• TROUBLESHOOTING & RESOLVING ISSUES: Diagnoses and resolves complex infrastructure and workplace technology problems affecting routers, switches, servers, communication circuits, PCs, scanners, printers, and other site technology assets, including performing root cause analysis and implementing solutions to prevent future occurrences.
• INCIDENT MANAGEMENT: Leads monitoring and responding to network and hosting incidents, outages, performance alerts, and production-impacting technology issues including categorizing issues, and facilitating with technical teams for timely resolution.
• PROTOCOL ANALYSIS: Performs complex protocol analysis to troubleshoot network issues and sustain proper communication between network devices.
• CONFIGURATION & DEPLOYMENT: Configures and deploys new hardware and software while ensuring compatibility with existing systems, including setting up servers, network devices, and other infrastructure components.
• COLLABORATION & COMMUNICATION: Partners with vendors, third party service providers, remote technology teams, and internal teams to execute onsite technology work, resolve complex issues and improve performance, providing effective and efficient communication, coordination and timely updates.
• DOCUMENTATION & REPORTING: Validates the documentation of network and infrastructure issues, resolutions, performance trends, and technology asset inventories; reviews and provides reports to stakeholders to inform decision making and improve operational performance.
• BACKUP & DISASTER RECOVERY: Develops and maintains backup and disaster recovery plans to ensure data integrity and availability in case of system failures or data loss.
• PROJECT MANAGEMENT: Leads information technology projects, such as system upgrades, migrations, and new implementations, delivering projects on time and within budget.
• AUTOMATION & SCRIPTING: Develops automation scripts and tools to streamline infrastructure management tasks and improve operational efficiency.

Qualifications

• Minimum requirement of 4 years of relevant work experience. Typically reflects 5 years or more of relevant experience.