Infrastructure and Hosting Leader

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Role: Infrastructure and Hosting Leader

Location: Lisbon, Portugal

Job description

The Infrastructure / Hosting Leader reports to DT Director / CIO / Global CTO for Carrier Commercial Refrigeration Business. The position provides leadership and oversight over Digital Technology (DT) Infrastructure projects; he/she will execute strategic projects / roadmap to increase digital capabilities and effectiveness and coordinate, prioritize, delegate, monitor and manage all user technical/operational support tickets.

Main responsibilities

• Manages assigned DT Infrastructure projects to ensure adherence to budget, schedule, and scope of project.
• Develops, maintains, and revises proposals for assigned projects including project objectives, technologies, systems, information specifications, timelines, funding, and staffing.
• Sets and tracks project milestones; manages and accounts for unforeseen delays, then realigns schedules and expectations as needed.
• Build, lead, engage, develop and coach high performing team members located in EMEA to ensure customers commitments are met with quality services and goals achieved timely.
• Develop and maintain specific departmental goals, practices, policies, and SOP (standard operation procedure).
• Ensure a fair distribution of department workload by managing the support queue and be willing to provide assistance to our internal and external teams.
• Be responsible for engaging with the appropriate teams, partners and 3rd party vendors where/when necessary to resolve any issues and requests as needed, while also providing any necessary feedback and/or updates via any associated tickets.
• Manage incoming technical and operational support requests from users and internal teams, while also ensuring tickets are responded to within our specified Service Level Agreements. Categorize, prioritize, and assign support tickets to the appropriate internal groups while also providing feedback to the user as needed.
• Closely collaborate with the other DT teams for the implementation of strategic corporate tools and services like O365, Cloud (AWS, Azure) and Distributed Network (the list is not exhaustive).
• Closely collaborate with our teams in various regions, while troubleshooting in real-time to provide timely resolutions, as well as updating tickets accordingly, and providing any necessary communications to our various teams.
• Maintaining a regular cost control in the region to guarantee the respect of the budget and support each individual business for potential improvement or savings.

Requirements/Experience

• Bachelor’s Degree in Computer Science, Management of Information Systems, or related business discipline(s). 
• Demonstrated experience in a similar role for at least 5 years.
• Technical skills in Windows and non Windows OS environment, virtualization, backup & restoration tools, basic network and AD knowledge are required.
• Demonstrated/safeguarding Ethics and integrity.
• Remove impediments faced by the team and handling escalated issues in a timely and professional manner.
• Proactively identify opportunities to train the various (internal and external) teams and improve efficiency and effectiveness.
• Develop an environment focused on both internal staff development and stakeholder engagement.
• Maintain a calm composure while simultaneously being able to help stakeholders during possible high-pressure situations.
• Foster an environment of learning, sharing, and collaboration for the teams.
• Spoken and written English is mandatory.
• Ability to work remotely / from home 100% of his time.
• Demonstrated success working in a team environment and ability to collaborate cross-functionally and in different geographic locations.
• Proven ability to manage multiple initiatives and teams simultaneously.

Carrier Commercial Refrigeration is a leading supplier of high-efficiency CO2 refrigeration, heating, and cooling systems and services. With over 20,000 CO2 systems in operation, we have pioneered the use of CO2 refrigeration and continue to lead the market's technological advancements. We offer a vast range of systems to support our clients and customers, from stand-alone refrigeration systems to complex heating and cooling solutions including heat pumps and chillers.

Carrier is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, sustainable and high-performance buildings. As a global leader in building and cold chain solutions, we innovate to address the needs of people and our planet. We promote the health and safety of indoor spaces where people live, work, learn and play, and help preserve, protect and extend the supply of food and medicine across the globe. Along the way, we’re taking action to address climate change with our partners and customers. Together, we are solving global challenges. Inspiring confidence.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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