Intermediate Technical Service Delivery Manager, Infrastructure Linux

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. 

Essential Functions:

• 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 act 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.

Knowledge, Skills & Abilities:

• 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.   

Qualifications:

• Bachelor's Degree Required.  Master’s degree a plus Information Technology, Computer Science, or related field or equivalent experience.

• PM Certification preferred

• 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

Travel:  Less than 25%

Work Conditions:.  Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time. 

This position is classified as “remote.”  As a remote role, it allows employees to work full-time from their home. It may also require regular travel to Carnival headquarters in Miami, FL for in-office collaboration.  Sourcing of candidates is primarily done in Carnival’s remote hubs of Orlando, Tampa, Atlanta, Houston, and Dallas.  If the search is extended past those areas, candidates must be located in one of the following U.S. states:  FL, GA, TX and NC 

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.   

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including: 

• 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 

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