Oversee Service Delivery to R3 customers and ensure that services are being delivered as outlined in customer contracts.
Liaise between the different teams at R3 on behalf of the customer to ensure customer needs are being met.
Communicate across R3 teams as needed to ensure that relevant stakeholders are aware of ongoing issues, initiatives, projects, etc.
Provide leadership and decision-making on technical issues that arise.
Identify service gaps and opportunities for improvement in customer environments.
Ensure SLAs, KPIs, and other metrics are being successfully met and identify ways to improve on these metrics.
Assist teams in clearing obstacles and driving towards resolution of issues.
Manage vendor relationships and service level agreements to ensure high-quality support and services are provided.
Assist in responding to and resolving technical issues, incidents, and outages, ensuring minimal disruption to business operations, and adhering to agreed-upon service level agreements (SLAs).
Contribute to the development of customer IT budgets and effectively manage resources to meet operational needs and objectives.
Oversee the implementation of changes, updates, and patches to the IT infrastructure, ensuring proper testing and change control procedures are followed.
Maintain accurate and up-to-date documentation of the IT infrastructure, configurations, and procedures.
Provide regular reports on system performance, incidents, and other key metrics to the senior management team.

Requirements

Bachelor’s degree in computer science, Information Technology, or a related field, and/or at least 5-7 years related experience.
Strong knowledge of system administration, networking, virtualization, and cloud computing technologies.
Solid understanding of IT security principles and best practices.
Exceptional problem-solving skills and the ability to remain calm and effective under pressure.
Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams.
Previous experience in budgeting, resource planning, and project management.
Leadership and management skills, with the ability to motivate and inspire the team.
ITILv4 certification is a plus.

Benefits

Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
401(k) with company match to help you plan for the future.
Flexible time off policies to ensure you maintain a healthy work-life balance.
Training incentives and bonuses to help you and your career grow.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

system administrationnetworkingvirtualizationcloud computingIT security principlesbudgetingresource planningproject managementservice level agreementsmetrics analysis

Soft Skills

problem-solvingcommunicationinterpersonal skillscollaborationleadershipmanagementdecision-makingcalm under pressuremotivationinspiration

Certifications

Bachelor's degree in computer scienceBachelor's degree in Information TechnologyITILv4 certification