Intermediate Technical Service Delivery Manager, Infrastructure Linux

Carnival Corporation•Miami, FL

21h•Remote

About The Position

The Intermediate Technical Service Delivery Manager (TSDM) for Managed Service Provider (MSP) oversees the performance of the managed services provider for their assigned tower, ensuring the vendor meets the agreed-upon service level agreements (SLAs), as well as adhering to performance expectations. This role provides vendor oversight for the entire lifecycle of operations from user support, platform currency, monitoring, stability, and optimization. The Carnival TSDM is the 1 st level escalation point for the vendor. This position collaborates with the MSP, other TSDM’s and Carnival leadership to ensure excellent support is provided by the vendor while driving improvements. TSDM ensures that services are delivered consistently, reliably, and to the highest standards, thereby reinforcing trust and contributing to the organization's success.

Requirements

Knowledge of Red Hat Enterprise Linux
Knowledge of Red Hat Satellite
Knowledge of DELL storage SAN/NAS (Powermax, Powerscale, Data Domain)
Knowledge of Replication Technologies (Powermax SRDF, Vmware SRM)
Knowledge of Dell Server Hardware
Knowledge of Veritas NetBackup
Knowledge of Hyperconverged Infrastructure
Knowledge of IT Analytics Reporting tools
Knowledge of ITIL Framework
Knowledge of VMware or similar hypervisor technologies
Ability to lead problem resolution and documentation.
Ability to build positive and productive relationship with vendors.
Ability to effectively collaborate with technical engineers and architects.
Good communication, collaboration, time-management, and organizational skills.
Good verbal and written communications in English.
Ability to learn new technologies and concepts.
Ability to work with minimal supervision and within a team.
Flexibility to adjust to changing priorities and deadlines.
Analytical and detailed oriented.
Ability to meet deadlines.
Proficiency in MS Office products.
Bachelor's Degree Required.
3+ years Experience with Red Hat Linux operating system including versioning, security practices, patching, upgrades or similar technologies
3+ years Experience with Enterprise Storage technologies Such as Dell Powermax, PowerScale, etc. or similar technologies
3+ years Experience with managing large scale infrastructure landscapes. Servers, hypervisors, storage, backup from a managed services perspective
3+ years Experience with Microsoft Windows Server
3+ years Experience with Oracle RAC, Oracle DBs, Oracle Goldengate, Multitenant or similar RDBMS technologies
3+ years Experience with AWS, Azure, Google, Oracle, or similar
3+ years Experience with common network technologies (WAN/LAN)
3+ years Experience in technical problem management and appropriate escalation processes
3+ years Experience in Operation Support and/or Service Delivery
3+ years Experience collaborating with vendors on operations/ support and meeting SLA’s.
3+ years Experience collaborating with cross-functional teams to achieve common goals and drive results
1+ years Experience in the cruise and/or travel industry

Nice To Haves

Master’s degree a plus
Information Technology, Computer Science, or related field or equivalent experience.
PM Certification preferred

Responsibilities

Service Delivery Management: Provide MSP oversight, ensuring that disruptions to service are resolved quickly and with minimal impact to users.
Ensure problem trends are analyzed, and actions are taken by the MSP to document and eliminate the root cause.
Proactively identify opportunities to optimize processes, implement new technologies, and enhance service delivery efficiency.
Track and follow-up on continual service improvement items by the MSP.
Participate in critical production issues to ensure appropriate and timely resolution and communication to vendor and Carnival leadership.
Manage communications around internal escalations to buffer impacts.
Respond to business inquiries and provide updates as needed.
Provide 24x7 on-call support to the MSP as needed and a ct as the highest level of engineering escalation for issues encountered.
Provide system support and troubleshooting expertise as needed.
Lead technical and tactical teams when necessary.
Oversees the design, implementation, and maintenance of technical systems and solutions by the MSP, ensuring alignment with organizational goals.
Documentation: Ensure knowledge articles for assigned tower are accurate and available.
Ensure root cause analysis reports are created in a timely manner and reviewed/approved etc. by the appropriate leaders.
Ensure CMDB data is accurate for the assigned tower.
Document and provide weekly/monthly performance metrics to Tower leads.
Vendor Relationship Management: Liaise with MSP, other TSDM’s, other service providers (i.e. Dell, Microsoft, etc.) to ensure the timely delivery of services and resolution of technical issues.
Monitor vendor performance, ensure SLAs are being met, and suggest improvements.
Ensure the vendor is optimizing processes, implementing best practices, and leveraging technology to enhance efficiency via automation, and follows all Carnival operational and security procedures.
Ensure MSP has the training and resources to be successful.
MSP Billing: Review and approve MSP billing via RUs, etc. in a timely manner.
Escalate issues and quick resolution to facilitate billing.
Ensure Carnival data is accurate and transparent.
MSP Resources: Review and approve the onboarding and offboarding for vendor resources as needed.
Ensure appropriate access is granted for assigned tower.
Escalate resource performance issues to the MSP.

Benefits

Health Benefits: Cost-effective medical, dental and vision plans
Employee Assistance Program and other mental health resources
Additional programs include company paid term life insurance and disability coverage
Financial Benefits: 401(k) plan that includes a company match
Employee Stock Purchase plan
Paid Time Off
Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.
Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
Other Benefits
Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
Personal and professional learning and development resources including tuition reimbursement
On-site Fitness center at our Miami campus