Manager, Infrastructure Operations

Overview

The Infrastructure Operations Manager will be responsible for managing a team of System Administrators and Engineers who oversee the implementation, upgrades, patching, maintenance, performance, reliability, and scaling of compute and storage infrastructure and supporting systems. The role involves establishing well-defined procedures and processes, overseeing support and operational SLAs, maintaining high standards of infrastructure performance and reliability, and leading initiatives to optimize and scale our systems.

• Team Management:
  Oversee and mentor the Operations team. Perform managerial tasks such as hiring, employee performance feedback, goal setting, and performance appraisals under HR guidance. Develop career development and training plans for direct reports aligned with company and department goals. Manage shift rotations, PTO/FTO, and on-call schedules to provide 24/7 coverage. Foster a collaborative and innovative team culture to drive excellence and continuous improvement.
• Infrastructure Deployments:
  Collaborate with project managers on the execution of new infrastructure implementations. Review feature changes with new versions. Support application deployments with provisioning of required infrastructure.
• Infrastructure Maintenance:
  Ensure ongoing maintenance, performance, and reliability of on-prem and public cloud compute and storage infrastructure. Coordinate and plan changes with required teams and follow the Change Management process.
• Vendor Management:
  Manage and maintain relationships with vendors and service contracts. Periodically review vendor performance and drive service improvements to meet expectations. Assist with contract renewals.
• Infrastructure Service Management:
  Act as service owner for identified services. Review KPIs for infrastructure services to identify areas for improvement. Assess staffing requirements and identify SMEs to ensure support needs are met. Support training and transition of services to the Operations team as needed.
• Support Escalations:
  Collaborate with Technology Services & Support teams and provide advanced troubleshooting for high-impact issues. Manage SLAs and coordinate escalations and communications with leadership.
• Improvement Plans:
  Define improvement plans to increase reliability and/or performance. Coordinate with project managers or manage task execution.
• Power Shell Scripting:
  Oversee development and maintenance of Power Shell scripts to automate tasks and improve operational efficiency. Maintain a script library and follow security and compliance practices.
• Performance Monitoring:
  Monitor infrastructure performance and proactively resolve issues to ensure optimal functionality and user experience. Collaborate with cross-functional teams for coordinated improvement efforts.
• Documentation:
  Create and maintain comprehensive operation-related documentation, including processes, SOPs, and troubleshooting guides. Identify gaps and address them with the team.
• Process Improvement:
  Collaborate with management to drive process improvements for efficiency and partner support.
• Data Protection:
  Manage data protection and disaster recovery solutions, conduct annual disaster recovery tests, and ensure RPO and RTO targets are met.
• Security Compliance:
  Ensure compliance with relevant regulations and standards related to eDiscovery applications. Enforce security policies such as least-privileged access and password policies.

• Certifications:
  
  ITIL v3 or ITIL v4 Foundations, Microsoft, AWS
• Education:
  
  Bachelor’s degree in Computer Science, Information Technology, or related field with equivalent experience.
• Experience:
  
  Minimum of 10 years of proven IT operations experience.

• Windows Server Operating Systems, Windows Clustering Services, Hyper-V, Active Directory, Storage Services.
• Strong leadership and team management skills with a track record of leading technical teams.
• Deep understanding of IT infrastructure with experience in implementation, upgrades, patching, and maintenance.
• Experience with performance monitoring, troubleshooting, and optimization.
• Strong understanding of IT infrastructure and Microsoft SQL Server.
• Proficiency in Power Shell scripting.
• Excellent problem-solving skills with attention to detail and the ability to work under pressure.
• Strong communication and collaboration skills across multiple teams in different time zones and geographies.
• Knowledge of industry regulations and standards related to eDiscovery is a plus.
• Occasional evening or weekend work as required for scheduled or emergency maintenance.

• Associate degree in business administration, communications or related field; any technical degree is highly preferred.
• 5+ years managing a team of up to 20 direct reports at multiple locations preferred.

• Prolonged periods of sitting at a desk and working on a computer.

Repario offers an extensive array of benefits that enhance work-life…