Job Vacancy at Sierra Tropical – Manager (Infra/Network/Help Desk DT)

1. PRIMARY PURPOSE OF POSITION:

Background: Sierra Tropical Limited (STL) is a subsidiary of Dole Packaged Foods - a world leader in growing, sourcing, distributing, and marketing high quality fruit and healthy snacks.  As a corporation with a globally recognized brand, we are committed to sustainability in all our operations, focusing on four key pillars: water management, carbon footprint, soil conservation, and waste reduction.

Responsibilities: Our company has made a sizeable investment in modern technology platforms and have recently migrated to a state-of-the art SAP S/4 HANA based platform of applications.  The incumbent for this position will have responsibilities that include managing the following technology silos and functions for the STL operations:

• Infrastructure/Operations (Internally and Externally Hosted)

• Deskside Support/Help Desk Team

• IT security and Compliance (ITGC, JSOX, internal/external audit)

• Staffing Decisions

• Budgetary: Local CAPEX and OPEX creation, spend compliance and collaboration with Global Digital Technologies budgetary guidance.

The Manager of Digital Technologies Technology is responsible for successfully delivering all support through infrastructure, service desk and security/compliance needs.  The incumbent requires the combination of leadership and technical know-how to enable not only the day-to-day support required by the business but a partnership that drives towards a fiscally responsible improvement in capabilities leveraging the technology platform investment.

As part of the global Digital Technologies Team for World-Wide Packaged foods, there will also be the need to effectively participate, interface and collaborate with Digital Technologies Leadership Team (DTLT) as well as other resources around the world.  This requirement will put a strong emphasis on communication skills along with the ability to work as part of a larger global team.

2. MAJOR DUTIES AND RESPONSIBILITIES OF POSITION:

• Responsible for the entire Digital Technologies support teams following change and version control procedures.

• Responsible for ensuring that all Digital Technologies processes and operations comply with corporate policy, IT policy and SOX general computer controls (ITGC).

• Respond to IT security incidents including intrusions and manage the response and communications around any such incidents.

• Oversee/manage the infrastructure team which is responsible for Network architecture and administration (Routers, Switches, Firewalls, Internet, MPLS/WAN, Telephony), Windows Server infrastructure, Server Hardware/Software, Virtualization, Active Directory, File Servers, Print Servers, application servers and data center/computer room operations including HVAC, uninterruptable power supplies, etc.

• Oversee/manage the Service Desk team. Service Desk responsibilities include providing remote, phone, and desktop support for the business users. This includes Windows 10, Office 365, SAP, mobile devices as well as other business applications.

• Oversee/manage IT security systems such as ransomware protection and malware protection software.  Current product is McAfee EPO, future state will be more modern Cisco AMP EDR solution.

• Manage/oversee all IT projects and track their respective scope, timeline and budget.

• Plan and forecast budget spend for projects and operations, including participation in annual budget planning exercises.  Also prepare the IT portion of the CAPEX budget for the StL operations.

• Manage/oversee all Server, Network and Desktop hardware refreshes, and plan and forecast the budget necessary to operate and run all related IT services.

• Manage lifecycle refresh of Infrastructure operating systems (e.g. Windows Server, Cisco IOS) and any associated budget required to do so.  Plan and forecast the associated budget.

• Other duties as assigned.

3. KNOWLEDGE AND SKILL REQUIREMENTS:

• Minimum 8 years of experience with IT Infrastructure, IT Operations, IT Security, Service Desk/Help Desk management or equivalent type of role and/or experience.

• Experience managing a high performing technology teams and staff with a proven track record of success.

• Experience with IT Service Management practices, tools, processes, procedures and standards.

• Strong knowledge in most aspects of infrastructure, security, operations, data centers, data protection, storage, hyperconverged systems, telephony and Azure/Office 365 cloud services and any other cloud services (e.g. AWS, Azure).

• Good working knowledge of ITIL Process Frameworks.  COBIT 5 and/or ITIL Certifications a plus.

• Experience with policies and procedures development and implementation, as well as IT Internal Control development, implementation, monitoring and compliance enforcement.

• Experience with interfacing, managing or partnering with manufacturing sites, their specialized platforms (e.g. MES), and/or manufacturing IT architecture highly desirable.

• Ability to develop documented processes as needed for infrastructure, security, operations, data centers, data protection, storage, and telephony nice to have.

• Proven success in managing, motivating personnel and performing knowledge transfer to the broader IT functional silos.

• Experience with writing and managing contracts, master service agreements, statements of work, etc. a plus.

   

4. KEY COMPETENCIES REQUIRED:

• English proficiency (written and verbal).  Strong analytics, problem solving, interpersonal and facilitation skills.

• A very customer centric and supportive attitude that interacts well with all staff, communicates well, and prioritizes support to end users, the business and manufacturing.

• Ability to define key strategies, help manage costs, develop synergies and efficiencies, create highly functional and highly performing teams, and provide guidance and mentoring to others.

• Advanced proficiency in Microsoft Excel, Word, PowerPoint, and Project, and be able to use the various features of Excel for statistical analysis.

5. EDUCATIONAL REQUIREMENTS:

• Undergraduate degree in Computer Science, Information Systems or equivalent.

• Master’s degree in Computer Science, Information Systems and/or MBA a nice to have.

• HDM/HDI (Help Desk Manager / Help Desk Institute) certification a plus.

• Other technology and security certifications are desirable (e.g. A+, MCSE, MCDBA, CISSP, etc.).

6. EMPLOYEES SUPERVISED:

• Infrastructure Staff

• IT Service Desk Staff

7. PHYSICAL REQUIREMENTS:

• Ability to sit and use a computer for extended periods of time; ability to answer phones and utilize a variety of office equipment.  Ability to lift a minimum of 50 lbs. and reach overhead.

   

8. TRAVEL REQUIREMENTS:

• Travel as required, approx. 5-15%

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

I can perform the essential functions of the job with or without reasonable accommodation.

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