Tech Infrastructure Manager at TIAA (Charlotte, NC)

| Charlotte, NC
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Key Responsibilities and Duties
  • Supervises team members responsible for the acquisition, installation, and any upgraded computer components and software and planning for service outages and other problems.
  • Approves automation of routine tasks using scripting and writing basic computer programs to address more complex systems software configuration and enhancement.
  • Identifies and monitors best practices for technology architecture, while providing expert advice on core infrastructure initiatives.
  • Communicates project, operational, and strategy risks and opportunities to senior management, along with corrective action plans when required.
  • Publishes metrics to qualify and quantify configuration success, and ensures that configuration practices are in compliance with standards.
  • Ensures successful delivery on all project and operational commitments, including quality and timeliness metrics.
  • Manages performance of team through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional products and engagement, motivation, and development of team.
  • Develops team members through reasonable, effective performance development plans, technical training opportunities and stretch work assignments.

Educational Requirements
  • University (Degree) Preferred

Work Experience
  • 5+ Years Required; 7+ Years Preferred

Physical Requirements
  • Physical Requirements: Sedentary Work

Career Level

MGR, Lead Infrastructure Manager

TIAA has an opportunity for a Lead Infrastructure Manager with Microsoft SCCM/MECM experience to join their Global Infrastructure Services and Engineering team. This team has responsibility for the process workflow between internal business clients in managing their software requirements across internal and external applications including packaging, deployment, inventory, and lifecycle management. At the same time, this team is responsible for influencing the strategic direction for software application management and distribution technologies. This individual will be working closely with the Windows, Citrix and Apple Desktop Engineering teams and specific integration and other strategic initiatives. This position collaborates closely with our business-aligned partners in technology and with key stakeholders across the enterprise.

Responsibilities include determining, executing, and maintaining best practices for optimal user experience related to software packaging and deployment of strategic initiatives. This includes documentation with emphasis on Quality Assurance, automation, reporting across the end user physical and virtual environment management.

The Lead Infrastructure Manager will have responsibility for the applications, services, and end user experience leveraging MECM, Citrix/XenApp, and Adminstudio packaging tools. This role will play a critical and strategic role in TIAA's automation and user experience improvement initiatives.

  • Own and manage the process workflow for software delivery processes, SLTs, and manage customer expectations for delivery of software.
  • Review and Assign ServiceNow Software requests (AppStore or Software Delivery and Software Removal Requests) and incidents within specified SLTs.
  • Manage team priorities across specific requestors and global initiatives and strategic projects.
  • Partner with IT groups to ensure all software delivered has received appropriate technical, licensing, and security approvals.
  • Established communications with both vertical and horizontal business partners to ensure smooth change implementation and or integrations.
  • Developer relationships with Lines of Business to better understand their software needs, ownership and how best to meet those requirements with technology innovation.
  • Coordinate testing with Lines of Business (LOB) customers for major enterprise deployments.
  • Review and approve change requests for AppStore/Desktop deployments and ensure all IT Change processes are executed correctly and in a timely manner.
  • Partner with business customers, IT groups, and Vendors as needed to help resolve software related incidents.
  • Set the strategy Manage AppStore AD groups/Routing Tables for AppStore software items and to resolve AppStore related requests and incidents.
  • Work with business customers and IT groups to resolve AppStore related incidents.
  • Perform analysis on new and existing processes, documentation, and automation impacts and risks
  • Support the functionality delivered in production. Proactively discover issues and resolve them before business impact.
  • Perform continual software lifecycle management from introduction to removal.
  • Provides technical guidance, oversight, and mentoring to team members as a subject matter expert
  • Demonstrates high responsiveness for technology issues; resolves issues quickly and efficiently
  • Drives problems to root cause through partnerships with other engineers, teams, and subject

Required Skills:
  • 3+ years of with understanding and experience with Microsoft Systems Center Configuration Manager (SCCM)/Microsoft Endpoint Configuration Manager (MECM).
  • 3+ years of with understanding and experience with Citrix XenApp publishing and Apple JAMF Packaging and deployment.
  • 3+ years of with experience in managing project task assignments and timely deliverables.
  • Technical knowledge of Microsoft SCCM/MECM in relation to application deployment groups and assignments. Windows desktop/server environments leveraging some the latest tools and concepts including PowerShell, Active Directory and Group Policy.
  • Management experience in managing team priorities and assignments to meet set deadlines.
  • Experience in presenting to business clients as well as members of the leadership team.
  • Understanding of the various application packaging tools and deployment strategies

  • Demonstrated experience within a distributed environment of at least 5000 workstations and/or servers
  • Working knowledge and experience with Agile planning and execution.
  • Possess a strong understanding of Windows end user environment management including Active Directory, Group Policy Objects (GPOs), and physical and virtual (VDI) end points.
  • Working knowledge of networking technologies.
  • Ability to troubleshoot application installations and related end-user issues.
  • Familiarity with M365 deployment methods

Potential Salary: $147,315.00 USD

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).

Company Overview

TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.

COVID-19 Vaccination

TIAA requires all U.S. employees to be fully vaccinated against COVID-19 and provide documentation of full vaccination, unless you qualify for an accommodation as determined by TIAA consistent with applicable law.

Benefits and Total Rewards

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That's why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary.

Equal Opportunity

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Read more about the Equal Opportunity Law here.

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755

Email: [email protected]

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More Information on TIAA
TIAA operates in the Fintech industry. The company is located in New York, NY, Boston, MA, Charlotte, NC, Austin, TX and Denver, CO. TIAA was founded in 1918. It has 11484 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 87 open jobs at TIAA, click here.
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