Manager, IS Infrastructure & Operations

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MANAGER, IS INFRASTRUCTURE & OPERATIONS
(Crayola HQ – Easton, PA)

GENERAL SUMMARY:

The Manager, IS Infrastructure & Operations role is to provide vision, leadership, direction and support for all shared global IS infrastructure services. Ensure the stability, integrity, and efficient operation of the global information systems that support core organizational functions. This is achieved by monitoring, maintaining, supporting, and optimizing all related infrastructure. Primary responsibilities are to create, maintain, and enforce enterprise architecture standards, infrastructure standards, security standards, infrastructure related policies and procedures, and to provide operational support for all shared global infrastructure services. Manages the deployment, maintenance, support, and upgrade of hardware, software, network, telecom, servers, operating systems, and other infrastructure as necessary. They will have proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of infrastructure & operations investments.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Create, maintain, communicate and enforces global architectural, technology and telephony standards including, but not limited to:

o Networking
o Security
o Firewalls and intrusion protection
o Remote access services

o File/print and network servers
o Storage area networks
o Data centers, data center management, data backup management
o PC, handhelds, telephony standards

• Responsible for the creation and maintenance of all shared infrastructure related policies and procedures.
• Responsible for implementation, management and production support (and staff) for shared enterprise technology systems globally:

o Networking
o Security
o Firewalls and intrusion protection
o Remote access services

o File/print and network servers
o Storage area networks
o Data centers, data center management, data backup management
o PC, handhelds, telephony standards

• Responsible for global IT disaster recovery strategy, planning, and testing.
• Work with IT teams, decision makers, and stakeholders to define patching tool requirements and use, work with relevant teams to initiate automated patching cycles, operating system and software deployments following agreed practice or standards.
• Act quickly and independently on the scenarios below, ensuring communication is always maintained

o Issues affecting reliability of servers and critical systems.

o Systems outages affecting business users.

o Performance degradation of datacenter systems / application servers.

• Escalate issues which are deemed sensitive or political and refer to senior management for guidance when necessary.
• Work with IS Leadership team members, decision makers, and stakeholders to define business requirements and systems goals, and to identify and resolve business systems issues.
• Monitor and test system performance; prepare and deliver system performance statistics and reports.
• Analyze, select and install new OS software releases and OS patches, and coordinate installs/testing/updates with appropriate IS management.
• Analyze OS and server functional specifications and requirements and recommend systems modifications or acquisitions.
• Responsible for building and executing technology refresh activities regarding outdated and discontinued hardware.
• Produce technical documentation to supplement vendor supplied material.
• Participate as a project leader or technical team member for projects and/or upgrades; provide recommendations and suggestions as required for the successful implementation of new systems.
• Provide on-call support; respond to service alerts in a timely manner; work with other team members and site support staff in resolving issues; escalate system problems to management as necessary.
• Maintain software licensing documentation and library.
• Provide assistance and backup support for other technical staff members, when necessary.
• Ensure all application related activities comply with the Hallmark and Crayola IS Policies, Procedures, Standards, and Best Practices.
• Manages the evaluation of vendor products for hardware and software and recommends purchases and acquisitions consistent with the company’s objectives.
• Manages and coordinates departmental resources to assure effective implementation and support of approved services and projects.
• Establishes processes to identify, track, escalate, resolve and report customer production problems
• Analyzes the technical performance and reliability of products, systems, and services against industry standards to ensure customer satisfaction. Responsible for developing and implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults.

• Experience / Education
• Experience / Education: 4 yr. BS Degree in Computer Science, Info Systems, or related field with 6 + yrs. of job related Experience and job related Certifications. Additional years of experience required in lieu of a Bachelors Degree.
• 5 – 10 years’ experience managing a technical team.
• Familiar with a variety of the IS field’s best practices, concepts, and procedures.
• Problem analysis and problem resolution skills.
• Excellent interpersonal and communication skills (oral, verbal, and presentation).
• Knowledge of infrastructure systems and their application to manufacturing environment.
• Ability to respond to issues on 24-7 basis.
• Some travel required.

PHYSICAL CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, talk, and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WHY CRAYOLA?

• Kid Inspired Culture
• Casual Dress
• Free Admission to Crayola Experience for Employees
• Community Volunteerism Opportunities
• Annual Bonus Potential For All FT Employees
• Company Matched 401k & Employee Value Sharing Plan
• Comprehensive Healthcare Benefits
• Education Assistance Program
• Wellness Programs
• Employee Resource Groups
• Generous Product Discounts Onsite & Online
• Onsite Cafeteria & Credit Union
• Option to Purchase Additional Vacation
• Company Sponsored Employee Events
• Discounts on a wide variety of products and services – automotive, electronics, fitness, travel and entertainment

Crayola is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, religious creed, color, sex, pregnancy, sexual orientation, gender identity, genetics, age, national origin, ancestry, physical or mental disabilities, use of a guide or support animal for a disability, a relationship to a person with a disability, veteran status, having a GED (rather than a high school diploma), or any other legally-protected status.

Search Firm Representatives:

Please Read Carefully.

Crayola LLC is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Human Resources is responsible for all vendor relationships and establishing written contingent and retained search firm agreements. Please do not contact Crayola employees directly. All communication with search firm vendors should be directed to Human Resources.