Position Description

Job Summary

What's the Job?

The Manufacturing Infrastructure Support Technician position will join a new team dedicated to develop, support, maintain and troubleshoot problems related to the manufacturing IT / OT environments across the Saint Gobain North American facilities. This position will be responsible for regional implementation and maintence of an IT infrastructure in compliance with standards developed by Saint Gobain Technology Services. The manufacturing IT infrastructure can be unique to each plant and business requiring a strong understanding of plant processes to avoid unnecessary interruption or downtime. In this role, traditional IT infrastructure skills will be leveraged to support OT and manufacturing 4.0 initiatives.

• 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 but not limited to:

• 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

• 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.

• 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 customer through open and interactive communication.
• Follow communication procedures, guidelines and policies.

• 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.

• Bachelor's degree (technical or business related) required.
• 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.