Field Services Major Campus Relationship Manager

The Infrastructure Senior Manager is an intermediate level role responsible for driving LAN / WAN and help desk administration strategies, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to coordinate, manage and advise a team of professionals on technical and strategic concepts and activities.

**Responsibilities**:

- Lead, evaluate, provide resources and drive a team towards realistic goals
- Responsible for delivery of end results and resource planning; shares responsibility for budget management which directly impacts the Technology Infrastructure area
- Contribute to formulation of strategies for infrastructure technologies functional areas across
- Demonstrate in-depth knowledge of how Technology Infrastructure integrates within the overall technology function to achieve business goals
Ensure ongoing compliance with regulatory requirements, evaluate controls to help mitigate negative outcomes through prevention, detection and correction
- Persuades and influences others through communication skills; may negotiate with external parties
- Has the ability to operate with a limited level of direct supervision.
- Can exercise independence of judgement and autonomy.
- Acts as SME to senior stakeholders and /or other team members.
- Ability to manage teams.**Qualifications**:

- 6-10 years of experience in a Technology Infrastructure role with people management experience
- Project management experience
- Ability to communicate technical concepts to non-technical audience
- Experience in a Financial Services or large complex and/or global environment preferred
- Ability to develop projects required for design of metrics, analytical tools, benchmarking and best practices
- Effective written and verbal communication skills
- Effective analytic/diagnostic skills
- Ability to partner with virtual and in-person teams, define goals to a team, and work under pressure or to a deadline
**Education**:

- Bachelor’s/University degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Reporting to Field Services Head, responsible for managing the regional field support activities for Major Campus Sante Fe.

Regular interaction with third party desktop, telephony, video conferences services, network support and field engineers’ services, substantial effort to ensure that the SLAs are honored and end to end oversight of all processes.

Local senior management escalations handling and resolution. Provision of regular interaction with 8 peers that are covering the remaining portion of Mexico areas, also with regional Customer Service Center located out country and many other regional and global work streams.

Field Services manager will be managing around 3,000 users located in major campus Santa Fe, which include critical services and business areas such as Trading Floor, OGC, Private Bank, ICG Operations (TTS, Markets, Custody, and Issuers) Multimedia & video conference services and VIP executive support

**Key Responsibilities**:

- Local day-to-day management of the assigned region field support engineers. Coordination of the business as usual field dispatch and supporting projects that require field support duties.
- 5000 monthly average tickets expected to be solved through a managed services contract
- L1 support for network, video and voice services
- Sound judgment for solving non-standard issues and Incidents prioritization.
- Teamwork with the Central Services dispatcher team to seek for continuous customer satisfaction improvements. Metrics analysis.
- Connect and interact with different vendors and global/regional teams (Customer Service Center, Global Command Center, Operational Excellence centers among others.) in the incident resolution related to infrastructure issues and internal customer delivery.
- Service level indicators analysis, responsible for the success of the committed service level agreements, within each major campus.
- Interact with end users to understand their needs, deliver proposals or route to the corresponding team to attend these requirements.
- Broad knowledge of the global operating model and CTI products available, promote the usage of this tools and be able to integrate them in Business proposals.
- Ensure compliance with internal information security policies, legal and regulatory.
- Escalation point for all CTI Desktop Support services for the assigned area, interaction with the different vendors (internal and external) until the issue resolution.
- On a day-to-day basis, execute the escalate process if needed with the appropriate internal and external teams.
- Maintain technical teams with the appropriate level of training to attend the user requirements, promote teamwork under a processes oriented environment.
- Position accountable for taking local decisions for