Sr. Manager, Global IS Infrastructure & Operations

Crayola has inspired children to express their creativity since 1903. Crayolians take pride in fulfilling our mission of helping parents and educators raise creatively alive children around the world. Join our team and be part of an iconic brand that develops quality art products and experiences loved by families and preferred by teachers. Our company culture is mission-focused, encouraging fun, collaboration, transparency, and helping others. Crayola believes our workforce benefits from a broad spectrum of diverse ideas and perspectives, enabling us to better understand our consumers.

About the Role

The Sr Manager, IS Infrastructure & Operations provides vision, leadership, direction, and support for all shared global IS infrastructure services. This role ensures the stability, integrity, and efficient operation of global information systems that support core organizational functions through monitoring, maintaining, supporting, and optimizing infrastructure. Key responsibilities include creating and enforcing enterprise architecture standards, infrastructure standards, security standards, and related policies and procedures, as well as providing operational support for all shared global infrastructure services.

Responsibilities

• Create, maintain, communicate, and enforce global architectural, technology, and telephony standards, including:
  • Networking
  • Security
  • Firewalls and intrusion protection
  • Remote access services
  • File/print and network servers
  • Storage area networks
  • Data centers, data center management, and data backup management
  • PC, handhelds, and telephony standards
• Responsible for the creation and maintenance of all shared infrastructure-related policies and procedures.
• Manage implementation, production support, and staff for shared enterprise technology systems globally, including:
  • Networking
  • Security
  • Firewalls and intrusion protection
  • Remote access services
  • File/print and network servers
  • Storage area networks
  • Data centers, data center management, and data backup management
  • PC, handhelds, and telephony standards
• Responsible for global IT disaster recovery strategy, planning, and testing.
• Collaborate with IT teams, decision-makers, and stakeholders to define patching tool requirements, initiate automated patching cycles, and deploy operating systems and software following agreed standards.
• Act quickly and independently on the following scenarios while maintaining communication:
  • Issues affecting reliability of servers and critical systems
  • Systems outages affecting business users
  • Performance degradation of datacenter systems or application servers
• Escalate sensitive or political issues to senior management as needed.
• Work with IS Leadership team members, decision-makers, and stakeholders to define business requirements, systems goals, and resolve business systems issues.
• Monitor and test system performance; prepare and deliver system performance statistics and reports.
• Analyze, select, and install new OS software releases and patches; coordinate installs, testing, and updates with appropriate IS management.
• Analyze OS and server functional specifications and requirements; recommend systems modifications or acquisitions.
• Responsible for building and executing technology refresh activities for outdated and discontinued hardware.
• Produce technical documentation to supplement vendor-supplied material.
• Participate as a project leader or technical team member for projects and upgrades; provide recommendations for successful implementation.
• Provide on-call support; respond to service alerts in a timely manner; collaborate with team members and site support staff to resolve issues; escalate system problems as necessary.
• Maintain software licensing documentation and library.
• Provide assistance and backup support for other technical staff members as needed.
• Ensure all application-related activities comply with Hallmark and Crayola IS Policies, Procedures, Standards, and Best Practices.
• Manage the evaluation of vendor products for hardware and software; recommend purchases consistent with company objectives.
• Manage and coordinate departmental resources to ensure effective implementation and support of approved services and projects.
• Establish processes to identify, track, escalate, resolve, and report customer production problems.
• Analyze technical performance and reliability of products, systems, and services against industry standards to ensure customer satisfaction.
• Develop and implement technical service restorations and troubleshooting procedures for identifying, testing, and diagnosing computer system and peripheral equipment faults.
• Ensure adherence to NIST CSF and Hallmark Standards for maintenance, security continuous monitoring, and recovery areas, including:
  • Asset Management
  • Change Management
  • Incident Management
  • Problem Management
  • Vulnerability & Patch Management
  • Data Security
  • Disaster Recovery and Business Continuity

Requirements

• 4-year BS Degree in Computer Science, Information Systems, or related field with 6+ years of job-related experience and certifications, or
• 2-year AA Degree in Computer Science, Information Systems, with 9+ years of job-related experience and required certifications, or
• High School graduate with 12+ years of job-related experience and certifications.
• 5–10 years of experience managing a technical team.
• Familiarity with IS field best practices, concepts, and procedures.
• Strong problem analysis and resolution skills.
• Excellent interpersonal and communication skills (oral, verbal, and presentation).
• Knowledge of infrastructure systems and their application to a manufacturing environment.
• Ability to respond to issues on a 24/7 basis.
• Some travel required.

Physical Conditions

The physical demands described are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Frequently required to sit, talk, and hear.
• Occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms.
• Occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision and the ability to adjust focus.

Benefits

• Kid-inspired culture
• Free admission to Crayola Experience for employees
• Community volunteerism opportunities
• Annual bonus potential for all full-time employees
• Company-matched 401k & employee value sharing plan
• Comprehensive healthcare benefits for eligible employees
• Education assistance program
• Wellness programs
• Employee resource groups
• Generous product discounts (onsite & online)
• Company-sponsored employee events
• Discounts on a wide variety of products and services (automotive, electronics, fitness, travel, and entertainment)

Pay

Crayola is committed to providing competitive market compensation. Pay ranges are established using reliable market data and consider factors such as job responsibilities, industry benchmarks, and geographic location. Individual starting pay is determined by a candidate’s skills, experience, and qualifications. This role is eligible to participate in an annual incentive plan as per plan guidelines.