Infrastructure Program Manager

About the Role

Key Responsibilities

• Build and maintain strong relationships with clients, acting as the primary point of contact for all IT support-related matters
• Oversee the delivery of IT support services, ensuring that all client needs are met in a timely and efficient manner
• Coordinate and manage IT support projects, including planning, execution, and monitoring to ensure successful completion
• Identify opportunities for process improvements and implement best practices to enhance infrastructure service delivery
• Work closely with internal teams, including technical support, sales, and account management, to ensure seamless service delivery
• Prepare and present regular reports on service delivery performance, client satisfaction, and project status to senior management
• Manage third party resources/vendors for project activities and ongoing system support
• Build strong partnerships with business clients on initiatives and maintain a high level of customer satisfaction based on defined business goals
• Define the execution approach for program implementation and be held accountable for the quality of the service/solutions
• Handle changing priorities and technologies with flexibility

Requirements

• Candidate must be located within commuting distance of Parsippany, NJ or be willing to relocate; travel in the US may be required
• Bachelor's degree or foreign equivalent from an accredited institution, or three years of progressive experience in the specialty in lieu of every year of education
• At least 13 years of Information Technology experience
• At least 10 years of experience in program management
• At least 8 years of experience in managing Infrastructure support programs
• Understanding of all Infra towers - Compute, Storage, Network (datacenter and branch), Database, EUC and latest industry trends
• ITIL based service management knowledge
• Effective and assertive communication skills to interact with CIO, Head of Infra, and Directors
• Ability to drive triage calls and correlate data from dashboards
• Ability to work with cross-functional teams and manage third-party resources

Nice to Have

• Experience in Life Sciences domain
• Familiar with the latest industry trends from technology and domain standpoint
• Strong business process/system analytical skills
• Ability to work with business users to transform and develop requirements into design and implementation
• Flexibility to work in a 24 X 7 environment
• Good understanding of monitoring and automation tools landscape
• Experience and desire to work in a Global delivery environment

Benefits & Perks

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness, Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off