Description

Enterprise Infrastructure Service Manager
25 Amica Way, Lincoln, RI 02865

Thank you for considering Amica as part of your career journey, where your future is our business.

At Amica, we strive to build a culture of belonging where employees are encouraged to share their unique experience to enrich our workplace, strengthen our company’s mission and broaden our vision of what’s possible. We’re focused on creating a workplace that works for all. We’ll continue to provide training, guidance, and resources to make Amica a true place of belonging for all employees. Want to learn more about our commitment to diversity, equity, and inclusion? Visit our DEI page to read about it!

As a mutual company, our people are our priority. We seek differences of opinion, life experience and perspective to represent the diversity of our policyholders and achieve the best possible outcomes.

This is a full-time position based on a 37.5-hour work week. The starting annual salary is between $133,173 - $183,113 based on the level of previous experience. In addition, hired applicants will be eligible for the company’s annual variable incentive paid based on company performance.

This role is preferred hybrid onsite in our Lincoln, RI office, but open to full-time remote work. Our normal business hours are 8am – 5pm Eastern Time.

This role does not currently offer employment visa sponsorship.

Position Summary:

Our Lincoln RI office is seeking an Enterprise Infrastructure Service Manager who will be accountable for the service provided by the Enterprise Infrastructure Team, including the short and long-term technical strategy for the service and operational readiness. Assist with adding to the backlog and ensure the team effectively prioritizes the backlog by providing information to them while assisting with cross-team communication, where needed, to enable necessary business outcomes. Ensure break/fix work is completed and successfully deployed to production. Drive and encourage implementing continuous process improvements to proactively enhance the reliability of the infrastructure. Work with the service team as a servant leader to enable team ownership of the processes.

Responsibilities:

Oversee and direct team personnel to provide effective and timely solutions to support corporate strategic direction.
Responsible for the continuous performance monitoring, training, and professional development needs of team members working to support the service. Collaborate with IT Talent Specialists as needed.
Collaborate and communicate within the CIS organizational structure including:
- Working cooperatively and collaboratively with the Service Desk Incident Coordinators.
- Collaborating with the service consumer including Application Managers, Service Managers, Product Owners and Stakeholders to understand service needs and align strategy appropriately.
- Partner with Enterprise Cybersecurity to ensure security policies and standards are met.
- Collaborate with the Disaster Recovery team to ensure Disaster Recovery Plans are up to date and testing meets the required Recovery Time Objective and Recovery Point Objective.
- Work with the Asset Management Service Owner and Vendor Management Service Manager to ensure we are in compliance with vendor contracts and licensing.
- Communicate frequently with Service Managers, Application Managers and others as needed.
Oversee the day-to-day operational support for the service including:
- Daily production support as well as incident and response management for major incidents. This includes following all ITIL standards and SLAs.
- Responsible for keeping physical servers, storage, virtual server infrastructure, Active Directory, traffic managers, appliances, cloud instances, and other infrastructure items upgraded and supportable. This includes awareness of new versions, upgrades, fix packs, security patches, end of support dates, and end of life dates, as well as adding this work to the backlog.
- Ensure service meets or exceeds standards for performance and up time.
- Conduct impact analysis for degradation or unavailability of service.
- Ensure technical documentation is up to date.
- Responsible for the lifecycle of assets that makeup the service.
- Responsible for maintaining effective internal controls and executing risk and control procedures.
- Responsible for collaborating across teams to align the work in process for the service.
- Relationship manager for the service vendors.
Create and drive the short- and long-term service strategy while aligning with cross functional partners including:
- Awareness of and driving to new technology, tools, upgrades, and integrations.
- Aligning with the Tech Strategy Office to ensure direction works with the overall technical strategy.
- Keeping communication open with service consumers.
Proactive about developing, encouraging, and implementing continuous process improvements by:
- Driving reliability and performance.
- Encouraging enhanced alerting, monitoring and automation.
May be called upon to handle other duties as required.

Requirements:

Bachelor's degree and 5+ years of experience managing/coordinating projects and/or teams, or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
5+ years’ experience understanding key infrastructure technologies and associated architectural considerations.
- Deep and broad understanding/experience with hyperconverged infrastructure (HCI), virtualization (VMWare VCF and/or Nutanix), LDAP (Active directory and Entra), certificate management (Venafi), server operating systems (Windows, Linux, containerization), public cloud providers (AWS and Azure), logging/monitoring platforms (Splunk and LogicMonitor) automation/orchestration platforms (Intune, Ansible, SCCM) and services (DNS/DHCP/File Server).
Experience with vendor management or interaction with vendors.
Possess strong conflict-resolution skills; Able to take control of difficult situations; Persevere even during resistance and setbacks with a focus on a successful outcome.
Solid oral and written communication and interpersonal skills across all levels of the organization, including senior leadership. Relate well to others, easy to approach and quickly build strong professional relationships. Maintain a high level of diplomacy and the ability to see and rationalize multiple points of view; well respected by others.
Able to make timely decisions and solve problems in a fast-paced, high expectation environment.
Possess proven leadership abilities. Encourage and promote quality, ingenuity and timely work. Set goals and visions to inspire others to perform at a higher level and to embrace change. Hold employees accountable and give actionable feedback.
High attention to detail and proactive in following up.
Highly adaptable, with a continuous improvement mindset and an ability to support and drive change.
Committed to increasing functional and technical knowledge and continuous learning, including but is not limited to self-teaching, training sessions or seminars with a focus on expanding knowledge beyond the current role.
Hold, actively pursue or willing to pursue relevant certifications for the application as well as ITIL certification.

Total Rewards:

Medical, dental, vision coverage, short- and long-term disability, and life insurance
Paid Vacation – you will receive at least 13 vacation days in the first 12 months, amounts could be greater depending on the role. While able to use prior to accrual, vacation time will accrue monthly.
Holidays - 14 paid holidays observed
Sick time - 6 days sick time at hire, 6 additional days sick time at 90 days of employment
Generous 401k with company match and immediate vesting. Additionally, annual 3% non-elective employer contribution
Annual Success Sharing Plan - Paid to eligible employees if company meets or exceeds combined ratio, growth and/or service goals
Generous leave programs, including paid parental bonding leave
Student Loan Repayment and Tuition Reimbursement program
Generous fitness and wellness reimbursement
Employee community involvement
Strong relationships, lifelong friendships
Opportunities for advancement in a successful and growing company

Amica conducts background checks which includes a review of criminal, educational, employment and social media histories, and if the role involves use of a company vehicle, a motor vehicle or driving history report. The background check will not be initiated until after a conditional offer of employment is made and the candidate accepts the offer. Qualified applicants with arrest or conviction records will be considered for employment.

The safety and security of our employees and our customers is a top priority. Employees may have access to employees’ and customers’ personal and financial information in order to perform their job duties. Candidates with a criminal history that imposes a direct or indirect threat to our employees’ or customers’ physical, mental or financial well-being may result in the withdrawal of the conditional offer of employment.

About Amica

Amica Mutual Insurance Company is America’s oldest mutual insurer of automobiles. A direct national writer, Amica also offers home, marine and umbrella insurance. Amica Life Insurance Company, a wholly owned subsidiary, provides life insurance and retirement solutions. Amica was founded on the principles of creating peace of mind and building enduring relationships for and with our exceptionally loyal policyholders, a mission that thousands of employees in offices nationwide share and support.

Equal Opportunity Policy: All qualified applicants who are authorized to work in the United States will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, family status, ethnicity, age, national origin, ancestry, physical and/or mental disability, mental condition, military status, genetic information or any other class protected by law. The Age Discrimination in Employment Act prohibits discrimination on the basis of age with respect to individuals who are 40 years of age or older. Employees are subject to the provisions of the Workers' Compensation Act.

Amica Mutual Insurance Company is committed to protecting job seekers from recruitment fraud. We never request sensitive personal information or payment during the interview process. All legitimate job opportunities are listed on our official careers site: https://careers.amica.com. Learn more in the "Is Amica hiring?" section of our FAQ.

Amica Mutual Insurance Company

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