Manufacturing Infrastructure Support Specialist

2 months ago

Cleveland, Ohio, United States Saint-Gobain North America Full time
About the Role

We are seeking a highly skilled Manufacturing Infrastructure Support Specialist to join our team at Saint-Gobain North America. As a key member of our organization, you will be responsible for providing technical support and maintenance for our manufacturing IT/OT environments across our facilities.

Key Responsibilities
  • Administration and Support of Local Resources
    • Support, manage, develop, implement, and troubleshoot all local data rooms remotely when possible and onsite as needed within a region.
    • Rack, stack, and cable IT servers, storage, and related equipment.
    • Install, configure, and maintain IT systems and technologies, including:
      • MS Windows workstation and servers
      • Red Hat Linux servers, Storage appliances/SAN, Vmware
      • VEEAM, Veritas NetBackup, Lansweeper, CyberX industrial network monitoring, Palo Alto firewall rulesets, and HP/Aruba switches
    • Track incidents using Service Now ITSM through completion and documentation stages
    • Troubleshoot and resolve incidents. Ensure managed infrastructure is monitored for uptime, capacity, and utilization, and proper handling of service requests (major or minor changes), their recording, and the follow-up through implementation
  • Operations
    • Create, maintain, and delete Active Directory user accounts and related security groups.
    • Monitor resource usage and follow up on system performance and alerts.
    • Participate in the change management process (planning, follow-up, approval) and incident management (technical escalation, closing).
    • Perform routine disaster recovery testing.
  • Customer Relations
    • Provide innovative ideas to the business in regards to industrial digital solutions through knowledge sharing and industry trends.
    • Ensure that customer needs are taken into account in line with the strategy defined by DSI Group.
    • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
    • Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
    • Build sustainable relationships and trust with customers through open and interactive communication.
    • Follow communication procedures, guidelines, and policies.
  • Manufacturing IT Infrastructure Management
    • Consult with local and regional management in the design, purchase, and implementation of IT systems for the manufacturing network.
    • Deliver infrastructure that follows SGTS standards and security compliance requirements, including the 28 Minimum Security Rules for Industrial and Logistics Systems (28 MSRs).
    • Manage manufacturing IT assets through the entire systems lifecycle.
    • Upgrade and replace non-standard IT infrastructure hardware and operating systems.
Requirements
  • Bachelor's degree or relevant experience in the required field
  • 5+ years applicable work experience within IT and/or technical manufacturing experience is required.
  • Prior experience servicing internal customers in a large complex organization is required.
  • Certification or equivalent experience in one or more of the following technologies: VMware, Switching/Routing/Firewall, ITSM.
  • In-depth understanding of manufacturing processes and technology is required.
  • Will occasionally require working outside of normal business hours. On-call availability 24/7 with cell phone coverage.
About Saint-Gobain North America

Saint-Gobain North America is a leading manufacturer of innovative materials and solutions for the construction, aerospace, and industrial markets. Our company is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

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