SENIOR MANAGER, APPLICATION INFRASTRUCTURE

CARE is an international NGO with local staff and community partners in more than 90 countries. We create local solutions to poverty and inequality and we seek dignity for everyone every day and during times of crisis. These solutions have a broad range, from clean water to access to education; from microfinance to ensuring that everyone has nutritious food; from agriculture and climate change to disaster response. CARE puts women and girls at the center of everything we do because they have proven to be the best hope for creating lasting change in the world. Our staff live where they work, which makes us effective at understanding the challenges they face. We’ve been doing this for over 70 years, since World War II. It started with the world’s first CARE Package® of food for the post-war hungry in Europe. Our work today is as important as ever, we believe that poverty and inequality are historic injustices that we can end within a generation, for good. If you share our core beliefs: poverty is an injustice; poverty is solvable; and together, we have the power to end it, join us, and fight with CARE

The Sr. Manager of Application Infrastructure is a member of the CARE Digital Team, and is responsible for the administration, operational support, and continuous future development of the organization’s application platforms. The Sr. Manager will work to implement and support cloud-first, high-availability SaaS applications and application platforms, according to the vision laid out by the Digital Senior Leadership Team (SLT).

The Sr. Manager will demonstrate a high level of skill, understanding, and familiarity with the Office 365 platform, and work in conjunction with other Digital teams to maintain up-to-date policies and security standards. Knowledge of Single Sign-On and Identity platforms (Okta, Microsoft Azure Identity Management) will be critical in the deployment of SaaS applications, and ability to maintain a high level of security standards.

The Sr. Manager will oversee a skilled team of system engineers, and advanced (T2+) technical support specialists, and will drive success by setting examples of respect, compassion, and team-focused leadership. Success metrics will be gathered, analyzed, and reported to the Digital SLT.

The position reports to the Director of Technology Operations. The Sr. Manager may have one or more direct reports operating in a managerial role.

*Note* This role is not related to software/application development or programming.

Responsibilities:

• Coordinate, oversee, and execute the Implementation of overall Application strategy
  • Collaborates with the Director and Digital SLT to receive, review, and plan implementation of the overall organization application strategy
  • Coordinates team projects and efforts to assign resources and plan the implementation of changes, upgrades, replacements, or enhancements of organization applications and platforms
  • Regularly reviews current, planned, and upcoming projects, and works with the team to ensure proper resourcing in order to meet expectations
  • Works with other areas of Digital (i.e. Cyber Security, Data Science, etc.) to ensure needs are met, standards are applied, and cross-team collaboration is healthy
  • Stays up to date on upcoming technologies, or updates to implementation technologies, and makes recommendations to the Director on continued platform evolution
  • Identifies and explores areas of the organizations application landscape where automation could be implemented to provide benefits in service, quality, and efficiency.
• Serve as the supervisor for the Application Infrastructure team
  • Hire, supervise and support development of a team responsible for the delivery of applications support and services within an approved budget and via team based, customer service focused approach.
  • Meet regularly with the team to review current projects, upcoming deadlines, and receive questions or feedback. Create open and accessible opportunity for the team to identify road blocks, and request support in order to move forward
  • Meet on a regular schedule, individually with each member of the team to provide feedback, learn where each team member can be supported, and foster an environment of open an clear communication
  • Identifies and organizes necessary training/orientation for the team. Receives feedback from the team on external training opportunities, and makes recommendations to the Director for approval
  • Establish goals and conduct performance reviews for all direct reports, in accordance with Human Resources policy.
  • Manage global Enterprise Application support requests queues meeting or exceeding established SLAs, documenting knowledge articles and supporting efforts to promote self-help.
  • Perform other reasonable and related duties as assigned.
• Cross-cultural team development
  • Works and collaborates with staff in each of CARE USA’s managed Country Offices (CO’s) to establish a good rapport and shared working environment
  • Assists the ICT4D lead, and other Digital teams with identifying where single technology solutions can be implemented and shared for the benefit of all CARE staff and constituents
  • Participates as a leader in a peer group of IT Managers across all CO’s, with the goal of promoting unity and deeper understanding of global challenges
  • Personal Professional Development
  • Identifies and pursues relevant trainings and personal development programs of interest
• Participate in cross functional projects and perform duties and tasks as assigned

Qualifications:

• Bachelor’s degree in Information Technology, or similar field
• Microsoft 365 Certified: Enterprise Administrator Expert or similar
• ITIL Certifications and/or training
• 10+ years of experience in a technical role, with preference given to the systems and services disciplines
• 5 years’ experience designing, implementing and supporting Microsoft Office 365
• experience supervising and managing direct reports
• Experienced in Cloud Infrastructure Technologies: Microsoft Azure and Office 365 preferred
• Experienced in administering Active Directory
• Solid analytical and problem-solving skills
• Ability to maintain customer service focus while handling multiple priorities
• Strong written and oral communication skills, enabling to present ideas in user-friendly language.
• Good interpersonal skills.
• 5+ years’ experience in configuring, managing, and supporting email systems for mid-size organizations or larger
• Project management skills, preferably using agile methodology
• Cloud Certifications from major providers.