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Oversees the delivery of infrastructure services and technology to associates and customers.  This role is a critical link between Data Center operations, infrastructure teams, field associates, and business owners.  Accountable for consistent, quality service, ensuring that down time is minimized through issue remediation.  Ensures SCI customer satisfaction levels are high by analyzing data and working to improve processes. 


100% Infrastructure Service Delivery

  • Responsible for Incident, Problem, and Change Management within the ITIL framework
  • Track and assist in the resolution of issues and conflicts within the delivery of infrastructure services
  • Works to develop, maintain, and report on SLAs set by the company, ensuring that services are delivered within the defined thresholds
  • Act as an escalation point when major incidents occur, ensuring coordination of resolving parties, and effective communication to stakeholders, along with post incident review
  • Ensure Data Center services are properly resourced with adequate skills and capacities
  • Assist with Project Management when required and develop a strong understanding of how other IT projects may impact the company’s infrastructure
  • Compile information and provide accurate reports related to application and infrastructure delivery, including compute and capacity metrics or “up time”
  • May evaluate and recommend new services or technologies to help with service delivery
  • Act as an IT ambassador, working with other departments to communicate IT matters and build strong relationships with business owners
  • Attends meetings regarding IT projects, representing the Data Center team as an ambassador
  • Reviews proposed changes and represents the Data Center team during Change Board meetings
  • May perform some third level support of issues in the infrastructure environment leveraging existing knowledge or support from vendors including off hours support when needed



Core / Critical Competencies

Build Trust With Others

  • Operates with integrity - Demonstrates honesty; keeps commitments; behaves in a consistent manner.
  • Discloses own positions - Shares thoughts, feelings, and rationale so that others understand personal positions.
  • Remains open to ideas - Listens to others and objectively considers others’ ideas and opinions, even when they conflict with one’s own.
  • Supports others - Treats people with dignity, respect, and fairness; gives proper credit to others; stands up for deserving others and their ideas even in the face of resistance or challenge.




Communicate Effectively

  • Organizes the communication - Clarifies purpose and importance; stresses major points; follows a logical sequence.
  • Maintains audience’s attention - Keeps the audience engaged through use of techniques such as analogies, illustrations, humor, an appealing style, body language, and voice inflection.
  • Adjusts to the audience - Frames message in line with audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience.
  • Ensures understanding - Seeks input from audience; checks understanding; presents message in different ways to enhance understanding.
  • Adheres to accepted conventions - Uses syntax, pace, volume, diction, and mechanics appropriate to the media being used.
  • Comprehends communication from others - Attends to messages from others; correctly interprets messages and responds appropriately.


Contribute to Team Success

  • Develops direction - Ensures that the purpose and importance of the team are clarified (e.g., team has a clear charter or mission statement); guides the setting of specific and measurable team goals and objectives.
  • Develops structure - Helps to clarify roles and responsibilities of team members; helps ensure that necessary steering, review, or support functions are in place.
  • Facilitates goal accomplishment - Makes procedural or process suggestions for achieving team goals or performing team functions; provides necessary resources or helps to remove obstacles to team accomplishments.
  • Involves others - Listens to and fully involves others in team decisions and actions; values and uses individual differences and talents.
  • Informs others on team - Shares important or relevant information with the team.
  • Models commitment - Adheres to the team’s expectations and guidelines; fulfills team responsibilities; demonstrates personal commitment to the team.


Drive for Results

  • Targets opportunities - Systematically evaluates business opportunities, targeting those with the greatest potential for producing positive business results.
  • Establishes stretch goals - Establishes challenging goals for self and others that are designed to achieve exceptional business results.
  • Achieves goals - Works tenaciously to overcome obstacles and to meet or exceed goals; derives satisfaction from achieving “stretch” goals.
  • Stays focused - Remains self-disciplined; measures progress and evaluates results; reprioritizes as appropriate; prevents irrelevant issues or distractions from interfering with timely completion of important tasks.


Focus on the Customer

  • Seeks to understand customer - Actively seeks information to understand customer circumstances, problems, expectations, and needs.
  • Identifies customer service issues - Identifies breakdowns in internal processes and systems that directly impact customer service and retention; expresses concerns to others.
  • Creates customer-focused practices - Uses understanding of customer needs to institute systems, processes, and procedures to ensure customer satisfaction and to prevent service issues from occurring; promotes customer service as a value.
  • Assures customer satisfaction - Makes sure that customer solutions, practices, and procedures are carried out and achieve their objectives.




Guide Others

  • Sets performance goals - Collaboratively works with direct reports to set meaningful performance objectives; sets specific performance goals and identifies measures for evaluating goal achievement.
  • Establishes approach - Collaboratively works with direct reports to identify the behaviors, knowledge, and skills required to achieve goals; identifies specific behaviors, knowledge, and skill areas for focus and evaluation.
  • Creates a learning environment - As necessary, helps secure resources required to support development efforts; ensures that opportunities for development are available; offers to help individuals overcome obstacles to learning.
  • Collaboratively establishes development plans - Collaboratively identifies observation or coaching opportunities, training, workshops, seminars, etc., that will help the individual achieve important goals.
  • Tracks performance - Implements a system or uses techniques to track performance against goals and to track the acquisition and use of appropriate behaviors, knowledge, and skills.
  • Evaluates performance - Holds regular formal discussions with each direct report to discuss progress toward goals and review performance; evaluates each goal, behavior, knowledge, and skill area.

Make Sound Decisions

  • Identifies issues, problems, and opportunities - Recognizes issues, problems, or opportunities and determines whether action is needed.
  • Gathers information - Identifies the need for and collects information to better understand issues, problems, and opportunities.
  • Interprets information - Integrates information from a variety of sources; detects trends,  associations, and cause-effect relationships.
  • Generates alternatives - Creates relevant options for addressing problems/opportunities and achieving desired outcomes.
  • Chooses appropriate action - Formulates clear decision criteria; evaluates options by considering implications and consequences; chooses an effective option.
  • Commits to action - Implements decisions or initiates action within a reasonable time.
  • Involves others - Includes others in the decision-making process as warranted to obtain good information, make the most appropriate decisions, and ensure buy-in and understanding of the resulting decisions.

Promote Continuous Improvement

  • Assesses opportunities - Reviews processes to identify gaps between requirements and current outputs.
  • Determines causes - Identifies potential conditions that contribute to gaps or key variances; explores relationships between conditions and effects; distinguishes causes from symptoms and identifies primary causes.
  • Targets improvement ideas- Generates ideas for solutions; analyzes the effect or impact of each solution; selects appropriate solutions.
  • Implements effective improvements - Tests solutions; gathers feedback on effectiveness; reviews impact on baseline measures; modifies solutions as appropriate to ensure effectiveness.


Understand the Business

  • Analyzes - Uses economic, financial, market, and industry data to assess current business strategies and tactics or to evaluate specific business opportunities; identifies trends and anticipates their impact.
  • Integrates - Integrates economic, financial, market, and industry data from multiple sources to identify critical business issues; articulates the implications of business trends for own department or team as well as the broader organization.
  • Understands business functions - Understands the nature and interdependencies of business functions and supporting processes (R&D, marketing, finance, operations, etc.).
  • Understands the industry - Understands the industry in which the organization operates (trends, customers, competition, market share, etc.).
  • Leverages one’s understanding - Uses understanding of business, industry, and own organization’s performance to maximize results, limit risk, and effectively direct own department, team, or the organization.





  • Some college coursework


  • 5 years project management experience  
  • 7 years directly related experience using various infrastructure components including Microsoft, VMware, and other enterprise software and hardware
  • Industry experience with familiarity of business processes and systems to support them


Knowledge, Skills & Abilities:

  • Ability to help troubleshoot a variety of technical problems and own issues through resolution while sometimes needing to engage others for assistance
  • Strong understanding of client/server fundamentals and concepts
  • Requires advanced understanding of technical concepts, very strong communication skills both verbal and non-verbal as well as the ability to function as an independent worker

Work Conditions

Work Environment

  • Work indoors during all seasons and weather conditions
  • Limited amount of local and/or remote location traveling required
  • Standard business dress is required
Work Postures
  • Sitting continuously for many hours per day, up to 8 hours per day
Physical Demands
  • Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage
  Work Hours
  • Working a number of evenings every month and available for weekend work, if required
Map: Houston TX
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