IT Services Lead - Cloud & Hosting

Florida Crystals is a leading domestic sugar producer and North America’s first fully integrated cane sugar company, guiding our sugar from farm to table.  We are America’s first and only producer of certified organic sugar, grown and harvested in the United States. Our renewable energy facility is the largest of its kind in North America and provides clean energy that powers our sugar operations, which helps us reduce our use of fossil fuels.  Florida Crystals also sustainably farms rice, sweet corn and other vegetables in rotation with our sugarcane.  Our rice mill is the only rice mill in Florida. 

OVERVIEW

The IT Services Lead – Cloud & Hosting reports to the IT Infrastructure Services Lead. This position is responsible for managing, monitoring, communicating and coordinating technical services tasks with business partners, including Capgemini, the new Infastructure outsourcing partner (TBD), Microsoft, SAP and others.  The successful candidate will be responsible for monitoring compliance with established SLA’s, developing performance metrics and managing day to day communication and prioritization with vendors. The role will manage our cloud infrastructure and collaboration platforms to ensure they are scalable, secure, and efficient. This role requires a deep understanding of cloud architecture, collaboration tools, and best practices in infrastructure management. The role will also act as the internal technical expert for issues related to the cloud, hosting, collaboration, servers, and end user compute.

DETAILED ROLES & RESPONSIBILITIES

• Act as the liaison between our internal support resources and our business partners for technical requirements, including PMO-managed projects and application support tickets
• Responsible for coordination and timely resolution of all technical services support tasks including the areas of SAP-basis, SAP-ABAP, system integrations and other technical application areas
• Manages tickets assigned to Cloud & Hosting queue.  Escalates when needed to prevent SLA impact.
• Maintain backup policies and monitor compliance. Coordinate resolution of issues
• Maintain system shutdown schedules and monitor compliance
• Monitoring of patches & coordinate resolution of issues outlined
• Reconcile monthly invoices with our records
• Assist with preparation of monthly reporting package including performance metrics.
• Gather data requested by the company auditors
• Assist with technical issues the outsourcer is unable to correct
• Assist with defining needs in the cloud & hosting space for projects
• Advise on continuous improvement for both technologies and processes
• Assist with changes, improvements, and issues within the Operational Technologies space

WORK EXPERIENCES

• 5-7 years of experience in server adminstration, ticket escalation and desktop support
• Expiernence leading offshore teams 
• Budgeting experience
• Proven track record of success

EDUCATION REQUIREMENTS

• Bachelor’s Degree from an accredited institution with a concentration in Information Technology, Business, or related field  preferred

SUPERVISORY RESPONSIBILITY

• Will direct the efforts of Vendor resources within the scope of our agreements and contracts with vendors

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

• Strong analytical skills
• Familiarity with virtual infrastructure
• Ability to develop and implement new business processes
• Experience in Service Now preferred
• Knowledge of cloud environments (Azure, AWS, GCP)
• Knowledge of Microsoft 0365, Teams and other Microsoft technologies
• Knowledge of Operational Technology environments
• Knowledge of End User Compute technologies
• Ability to set proper prioritizations
• Strategic thinking skills
• Demonstrated problem solving skills
• Excellent interpersonal and verbal communications skills
• Knowledge of operating systems and database administration is a plus
• Knowledge of SAP landscape management a plus

LOCATION OF ROLE

• West Palm Beach

We are an equal opportunity employer. We do not discriminate on the basis of race, color, creed, religion, gender, sexual orientation, gender identity, age, national origin, disability, veteran status or any other category protected under federal, state, or local law.  All employment is decided on the basis of qualifications, merit, and business need.