Senior IT Infrastructure Specialist

Company Details

RTX

Work within Enterprise Service RTX structures

 

Based on the standards set by the Regional Manager, your role will be responsible for coordinating a field technical support group covering specific locations

You will also be responsible for maintaining close interactions with business partners and management to fully understand and align IT support with business objectives. This position is necessary to lead and coordinate certain aspects of business unit support, including but not limited to desktop support, IT support, local aspects of IT infrastructure and IT equipment management (CMDB). This role requires deep technical knowledge to help resolve reported incidents and requests.

 

Your tasks will include:

  • Leading and supporting local IT Infrastructure support teams to meet business needs. Participate in the regional business and IT planning process to inform and recognize expectations for future IT support
  • Acting as a liaison between the manager for support services
  • Providing technical performance evaluation reviews to improve service delivery
  • Review KPI’s to proactively address current and future issues
  • Work with technicians to resolve issues when required
  • Overseeing, coordinating and/or providing support to other facilities in your region
  • Regular meetings with the supervisor and BU managers to review the performance of the services provided, including reported issues, capacity planning and other KPIs
  • Meetings with ESL’s and BU leaders across the enterprise to share knowledge and best practices
  • Implementation of initiatives, projects and ensuring the achievement of established SLA goals in terms of the efficiency of local service operations
  • Be the point of contact for support, service and delivery escalations
  • Conducting proactive analyzes of all factors affecting availability and service level achievement
  • Ensuring the availability and functioning of IT services in all areas of responsibility
  • Performing other related duties as required

 

Requirements:

  • Minimum 5 years of experience in various infrastructure technologies, including servers and networks, desktop technologies, including hardware and software
  • Higher education in the field of IT
  • Ability to communicate freely in Polish and English
  • Ability to solve problems
  • Ability to lead and work with people
  • Customer orientation
  • ITIL Foundations, A+, MCSE, Net+, PMP will be an added advantage

 

Raytheon Technologies Corporation is an aerospace and defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises four industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, Raytheon Intelligence & Space and Raytheon Missiles & Defense. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Waltham, Massachusetts.

 

Summary of Role:

 

Do you want to be part of a new, exciting initiative to combine foundational IT with new digital technologies?  Our Digital Technology (DT) team is driving business efficiencies and a better customer experience by connecting technologies, people, information and processes. From making aircraft more electric, intelligent and integrated to building new software platforms such as Internet of Things, big data, artificial intelligence, there’s no better place to be right now than in digital. If you’re an agile thinker who enjoys utilizing modern technology to make big improvements, then you’re a perfect fit for this team. Join Raytheon Technologies and help us revolutionize the aerospace industry today!

 

Job Description:

Following direction from the Regional Manager, this role will lead a field technical support group that covers specific sites and possibly local geographic region. Responsible for close interactions with site business partners and leadership to fully understand and align IT support with business goals. This role will be required to manage and lead specific support aspects of the site including but not limited to desktop support, IT support, local aspects of infrastructure and physical asset management. This role will require deep technical knowledge to assist in incident resolution and request fulfillment via company ticketing system.

 

 

Responsibilities:

 

  • Leades and supports the local IT onsite technical support teams to meet the needs of the business. Participates in the regional business and IT planning process to provide input and solicit expectations with regards to future IT support
  • Liaison with BU Site Leader for site support services
  • Provides technician performance reviews for improved service delivery
  • Reviews Site Data Metrics/KPI’s to proactive resolve current and future issues
  • Works alongside site technicians to resolve tickets in queue when required
  • Site Technical SME, able to train and onboard new technicians
  • Oversee, coordinate, and/or provide support for satellite sites in their region
  • Meet regulary with Regional Manager and BU site leader consistently to review performance at site, including ticket data, capacity planning , and other key performance indicators.
  • Meet with other ESL’s and BU site leaders across the enterprise to share knowledge and best practices
  • Delivers initiatives and projects and ensures local service operation performance achieves established SLA goals
  • Serves as the site point of contact for local escalations related to support, services and delivery
  • Performs proactive analysis on all factors impacting availability and service level attainment
  • Ensures IT services are available and operational is all areas of responsibility
  • Performs other related duties as required.

 

Years of Experience:

 

  • Minimum 5 years experience with a broad background to various infrastructure technologies including servers and networks, desktop technologies including hardware and software, people leadership, and strong troubleshooting skills.

 

Education: 

  • Bachelor’s degree (BA/BS) from four-year College or university

 

Preferred Qualifications:

  • ITIL Foundations, A+, MCSE, Net+, PMP or other technical and professional certifications desired. Demonstrated experience in service-focused technical environment.
  • Demonstrated strong customer service skills and people leadership skills.

 

Location:

  • Building F20 ul. Hetmanska 120 Rzeszow, Poland 35-078

 

Language:

  • English (Read/Write/Speak)
  • Polish (Read/Write/Speak)

Equal Opportunity Statement

 

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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