MSC Technology is the global tech arm of MSC Mediterranean Shipping Company. Our teams design, run and secure the platforms that keep MSC’s worldwide logistics moving, at scale, around the clock, and with a collaborative, people‑first culture.
We are looking for a Senior Manager, Technical Operations & Support Services to join our IT Infrastructure department.
You will serve as the operational command center for Technology – Infrastructure, Operations & Security, leading a 24/7 function that ensures high availability, resilient platforms, and outstanding user experience across the enterprise.
Core responsibilities include:
1. Operational excellence: Own real‑time monitoring, proactive incident prevention, and automation‑led efficiency; drive service uptime across core systems.
2. Support services: Lead a multi‑tier L1–L3 organization (Service Desk, field services) with clear SLAs, quality metrics, and vendor/escalation governance.
3. Infrastructure operations: Oversee cloud & datacenter (incl. Azure), servers/storage, networks/telecom, backup & recovery, and disaster‑recovery readiness.
4. 24/7 run & response: Manage follow‑the‑sun coverage, shift/on‑call rotations, major‑incident leadership, crisis communications, and post‑incident reviews.
5. Service management: Performance & availability management (MTTD/MTTR), capacity planning, and SLA compliance; lead CAB/change, CMDB accuracy, and safe releases.
6. Partnerships: Work closely with the IT Director and VP Technology on priorities; collaborate with PMO, Service Delivery Managers, Engineering and Architecture on operational readiness, service improvements, and tooling/automation.
7. You’ll functionally lead ~80+ professionals across disciplines and locations, growing a cross‑trained, high‑performing team while continuously improving processes and tools.
Qualifications & experience
8. 15+ years in IT operations/support leadership, including 10+ years leading large, 24/7 enterprise teams and high‑availability environments.
9. ITIL (ITIL 4 Managing Professional/Strategic Leader or ITIL Expert). PMP/PRINCE2 a plus.
10. Deep knowledge of enterprise infrastructure, networking and security, monitoring/observability, and ITSM platforms.
11. Solid cloud operations (Azure) and DR/BCP experience; strong vendor and stakeholder management.
12. Track record in automation and process optimization, with excellent communication, decision‑making under pressure, and continuous‑improvement mindset.