Infrastructure / Operations Manager

We are seeking an experienced and detail-oriented Infrastructure/Operations Manager to join our client's dynamic operations and infrastructure team. The ideal candidate will have a strong background in ensuring availability and security of critical systems, lead conversations to understand business processes, and have prior experience with 24/7 observability of critical systems.

Responsibilities:

• Plan, organize, and manage staff and overall operations to ensure stability of the organization's infrastructure. Hire, develop, and retain highly responsive and customer-focused analysts.
• Manage tools, systems, and procedures to ensure effective management of issues and customer satisfaction.
• Guide the creation, maintenance, and adherence to an operational playbook encompassing all Infrastructure escalation procedures.
• Identify gaps in monitoring strategy and escalation procedures and provide recommendations and plans to remediate.
• Use business system knowledge to understand technical system outage impacts. Build reporting and dashboards showing system trends and use tools as observability metrics.
• Make budget and purchasing recommendations and capacity planning to provide a steady, cost-effective infrastructure to meet the availability demands of the organization.
• Manage and provide hands-on technical support work related to the overall health and maintenance of the organization’s multiple environments. Act as the point of contact for all inquiries from Senior Leadership and other Managers.

Qualifications:

• and Experience:
• Bachelor's degree in information technology preferred but not required.
• Prior experience in an operations Management role (2-4 years) or other IT Leadership positions preferred.
• Experience implementing complex technology changes to drive outcomes in fast-paced environments.
• Experience working with senior business leaders to understand how business processes are supported by technology.
• Experience supporting Technology Operations, Incident Response, Service Management, or any combination.
• Experience in an Operations Center environment responsible for tier1/tier2 support and escalation.

Technical Skills and Knowledge:

• Thorough knowledge of networks and cloud computing with a basic understanding of the following:
• Firewalls, switches, routers, and other network equipment (Cisco, Fortinet)
• VPN, Load Balancer, Web Application Firewall
• Windows and Linux Server administration
• Web Server(s) concepts and administration
• Virtualization, Backup Procedures, Disaster Recovery and High Availability using industry standards.
• Active Directory, DHCP, DNS, Group Policy
• Anti-Malware and Cybersecurity concepts