Carnival Cruise Line · 8 hours ago
Intermediate Technical Service Delivery Manager, Infrastructure Linux
United States
Full-time
Remote
Mid Level
3+ years expCarnival Cruise Line is a leading cruise company dedicated to delivering memorable vacations. The Intermediate Technical Service Delivery Manager oversees the performance of managed services providers, ensuring adherence to service level agreements and optimizing service delivery efficiency.
LeisureTourismTravel
Responsibilities
Provide MSP oversight, ensuring that disruptions to service are resolved quickly and with minimal impact to users
Ensure problem trends are analyzed, and actions are taken by the MSP to document and eliminate the root cause
Proactively identify opportunities to optimize processes, implement new technologies, and enhance service delivery efficiency
Track and follow-up on continual service improvement items by the MSP
Participate in critical production issues to ensure appropriate and timely resolution and communication to vendor and Carnival leadership
Manage communications around internal escalations to buffer impacts
Respond to business inquiries and provide updates as needed
Provide 24x7 on-call support to the MSP as needed and act as the highest level of engineering escalation for issues encountered
Provide system support and troubleshooting expertise as needed
Lead technical and tactical teams when necessary
Oversees the design, implementation, and maintenance of technical systems and solutions by the MSP, ensuring alignment with organizational goals
Ensure knowledge articles for assigned tower are accurate and available
Ensure root cause analysis reports are created in a timely manner and reviewed/approved etc. by the appropriate leaders
Ensure CMDB data is accurate for the assigned tower
Document and provide weekly/monthly performance metrics to Tower leads
Liaise with MSP, other TSDM’s, other service providers (i.e. Dell, Microsoft, etc.) to ensure the timely delivery of services and resolution of technical issues
Monitor vendor performance, ensure SLAs are being met, and suggest improvements
Ensure the vendor is optimizing processes, implementing best practices, and leveraging technology to enhance efficiency via automation, and follows all Carnival operational and security procedures
Ensure MSP has the training and resources to be successful
Review and approve MSP billing via RUs, etc. in a timely manner
Escalate issues and quick resolution to facilitate billing
Ensure Carnival data is accurate and transparent
Review and approve the onboarding and offboarding for vendor resources as needed
Ensure appropriate access is granted for assigned tower
Escalate resource performance issues to the MSP
Qualification
Required
Bachelor's Degree Required. Master's degree a plus Information Technology, Computer Science, or related field or equivalent experience
3+ years Experience with Red Hat Linux operating system including versioning, security practices, patching, upgrades or similar technologies
3+ years Experience with Enterprise Storage technologies Such as Dell Powermax, PowerScale, etc. or similar technologies
3+ years Experience with managing large scale infrastructure landscapes. Servers, hypervisors, storage, backup from a managed services perspective
3+ years Experience with Microsoft Windows Server
3+ years Experience with Oracle RAC, Oracle DBs, Oracle Goldengate, Multitenant or similar RDBMS technologies
3+ years Experience with AWS, Azure, Google, Oracle, or similar
3+ years Experience with common network technologies (WAN/LAN)
3+ years Experience in technical problem management and appropriate escalation processes
3+ years Experience in Operation Support and/or Service Delivery
3+ years Experience collaborating with vendors on operations/ support and meeting SLA's
3+ years Experience collaborating with cross-functional teams to achieve common goals and drive results
1+ years Experience in the cruise and/or travel industry
Knowledge of Red Hat Enterprise Linux
Knowledge of Red Hat Satellite
Knowledge of DELL storage SAN/NAS (Powermax, Powerscale, Data Domain)
Knowledge of Replication Technologies (Powermax SRDF, Vmware SRM)
Knowledge of Dell Server Hardware
Knowledge of Veritas NetBackup
Knowledge of Hyperconverged Infrastructure
Knowledge of IT Analytics Reporting tools
Knowledge of ITIL Framework
Knowledge of VMware or similar hypervisor technologies
Ability to lead problem resolution and documentation
Ability to build positive and productive relationship with vendors
Ability to effectively collaborate with technical engineers and architects
Good communication, collaboration, time-management, and organizational skills
Good verbal and written communications in English
Ability to learn new technologies and concepts
Ability to work with minimal supervision and within a team
Flexibility to adjust to changing priorities and deadlines
Analytical and detailed oriented
Ability to meet deadlines
Proficiency in MS Office products
Preferred
PM Certification preferred
Benefits
Cost-effective medical, dental and vision plans
Employee Assistance Program and other mental health resources
Additional programs include company paid term life insurance and disability coverage
401(k) plan that includes a company match
Employee Stock Purchase plan
Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.
Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
Personal and professional learning and development resources including tuition reimbursement
On-site Fitness center at our Miami campus
Company
Carnival Cruise Line
Carnival Cruise Line offers an online platform that enables travelers to plan and book cruise tours from a range of packages.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$7.5M2022-08-08Series Unknown· $7.5M
1987-07-31IPO
Leadership Team
David K. Dingle
Chief Executive Officer and Chairman
Michael Thamm
Chief Executive Officer , Costa Crociere S.p.A.
Recent News
The Virginian-Pilot
2026-01-23
Nassau Guardian
2026-01-03
Company data provided by crunchbase