United Technologies Corporation Associate Director, Infrastructure & Cloud Operations in East Hartford, Connecticut

Job ID: 49110BR

City: East Hartford

State: Connecticut

Country: United States

Category: Information Technology, Central Functions

Job Type: Full-Time


The Associate Director is part of the Infrastructure, Plan, Build, Run organization at Pratt & Whitney and will lead a team of subject matter experts to provide operations support services to Digital Technology and business leadership teams located globally. Leading the “Run” organization to perform event management globally and communications to global stakeholders, assess incident impact to business operations, resolve and recover, and stabilize technology stacks located globally in a 24x7 operations organization. Under his/her direction, the team has responsibility for the 24/7 proactive monitoring, event correlation, and major incident management for technology services worldwide. This is a highly visible role within Pratt & Whitney’s Global Digital Technology organization.

Contribute at the highest level as part of the Digital Technology Operations & Infrastructure management team in the definition of the overall infrastructure strategy

Drive strategy and deliver a single pane of glass view into technology incidents across the globe

Stay abreast of industry advances and develop relevant strategic plans and proposals to allow Pratt & Whitney to exploit technology advances in order to drive revenue, reduce cost or reduce risk

Reduce incidents by providing actionable information to recurring incidents by closely partnering with the technology partners and service providers

Provide actionable information on recurring incidents. End-to-end responsibility of technology event correlation and major incident management

Provide thought leadership to significantly improve infrastructure availability and drive operations excellence globally. Identify opportunities to leverage automation and standardize monitoring and alerting across technology landscape. Owner and accountable to drive quicker recovery and restore time, cross-functional collaboration across teams during major incidents, improved visibility, monitoring, and alerting

Identify and introduce industry best practice in terms of end user devices and software and asset management across our entire estate

Regularly benchmark current services against internal & external delivery models to provide optimal pricing and ability to directly link cost to demand where appropriate

Ensure High Standards of Support for Production Systems

Accountable for all Pratt & Whitney wide incidents, which will be supported by a clear documented ITIL process, adhere to agreed standards and has effective procedures to ensure the entire loop from detection to closure is completed

Accountable for end user devices and processes surrounding them

Accountability for all changes to the production environment

Provide leadership and drive to ensure that their organization consistently meets its objectives on time, to budget, to quality standards agreed

Partner with peers in IT and Business in order to deliver Pratt & Whitney's availability goals

Supervises staff including prioritizing and assigning work; conducting performance evaluations; ensuring staff is trained; ensuring that employees follow policies and procedures; maintaining a safe working environment; and, making hiring, termination, and disciplinary recommendations


Advanced knowledge of event correlation and enterprise infrastructure monitoring and alerting tools

Advanced knowledge required across multiple technology stacks (SAP, WAN & LAN, Firewalls, Wintel/Virtualization/Unix/Linux/Mainframe/AIX/Oracle/Terdata/SDN/Database/eCommerce)

Advanced knowledge of technical/business environment and problem determination strategies

Prior experience in a similar role in a large multi-national company with a global presence and in dealing with outsourcing/off-shoring firms

Communication skills: This role will require outstanding communication skills, ability to provide balanced recommendations that include risks and mitigation strategies, decision analysis, and be able to communicate technical information into business communications for the C-suite and senior business leaders. Ability to inspire a multi-cultural, geographically dispersed team

Proven track record of successful large-scale change leadership. Proven experience in navigating complex organizations, creative problem solving, and rational experimentation

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.