Manager, Infrastructure Operations & Internal IT

Location: Cary, NC (onsite presence is required)

The Manager, Infrastructure Operations & Internal IT is responsible for leading the organization's enterprise infrastructure, technology operations, and internal IT services. This role oversees AWS cloud environments ensuring reliability, security, performance, scalability, and cost optimization. This role provides strategic and operational leadership across cloud platforms, networks, cybersecurity operations, internal IT, and service management.

Responsibilities include managing and maintaining cloud infrastructure, cloud-hosted applications, the corporate network infrastructure and on-premises servers. Additionally, you will support offshore team onboarding activities, coordinate and manage SOC audit engagements, ensure compliance with security and regulatory requirements, and facilitate collaboration between internal and external teams. This role requires maintaining a stable, secure, and high-performing IT environment while providing exceptional technical support to employees and stakeholders across the organization. Overall responsibility for the infrastructure support organization ensuring consistent and reliable system operations.

Job Accountability/Responsibilities:

Essential Functions:

• Manage and support cloud-based compute, storage, networking, database, and platform services.
• Ensure cloud environments comply with corporate security policies and regulatory requirements.
• Manage the technical services team, including day-to-day supervision of all technical services functions, cloud engineers, network group and Internal IT.
• Ensure high availability and resiliency of mission-critical systems.
• Lead cloud adoption and optimization initiatives across AWS
• Oversee cloud monitoring, observability, alerting, and incident response processes.
• Understands management and integration of cloud services (SaaS), hosted cloud services (IaaS, PaaS), and on-prem applications.
• Understand Security tools and is able to react immediately as needed to patch systems and remove vulnerabilities.
• Lead and oversee BOD IT projects, ensuring successful delivery, stakeholder alignment, and adherence to project objectives.
• Work with application development leaders to help ensure IT projects are completed on time, at or under budget and are properly documented.
• Work with business stakeholders to understand application support requirements and direct developers and analysts to document and automate required functions.
• Set up and ensure adherence to service level agreements required for audit and compliance with all client groups.
• Meet with business stakeholders on regular basis to ensure that applications are properly supported by staff.
• Interface with outside vendors for the support and maintenance of standards, resolution of problems and other operational issues.
• IT owner of internal applications which include Office 365 Cloud environment, incident management system (ServiceDesk), SharePoint, SQL Server, Customer Call Center, company intranet and phone systems.
• Manage all purchases and services related to PC's.
• Manages the internal helpdesk team members.
• Supervise performance and professional development for staff.
• Coordinate recruiting, hiring, and performance evaluation requirements with Director of infrastructure technology.
• Responsible for creating and implementing the organization's policies and best practices.
• Work involves recommending to management, formal or informal policy or procedure, which guide the efforts of a functional area.
• Responsible for providing day-to-day supervision and development to team members. Project management for cross-functional teams.
• Research new products and services that may enhance functionality or reduce costs.
• Document existing processes: identify ways to incrementally improve internal processes.
• Document and enhance business processes by automating key factors and improving employee efficiency throughout the company.
• Manage and maintain Windows server infrastructure across AWS cloud and on-premises environments.

Key Measures:

• Responsiveness: Supporting, Maintaining & Enhancing the Product.
• Provide robust cloud environments for development, test, production and corporate users that Meet or Exceed Service Level Agreements for customers and corporate functions
• Product reliability.
• Product quality.
• Measurable objective metrics.

Knowledge, Skills, abilities/minimum requirements/competencies:

• Ability to be on-call for after-hours work as well as respond to on-call paging systems.
• Ability to present complex technical topics to management and external customers in a way that non-technical people can understand.
• Ability to explain concepts with technical and non-technical staff.
• Maintains regular contact with both internal and external stakeholders, requiring effective interpersonal and communication skills to support routine business interactions. Customer interactions require courtesy, exchange of information, and problem solving.
• Works effectively with all co-workers; team player.
• Communicates effectively and in a professional manner.
• Works under deadlines and subject to heavy project load.

Education, experience, certification/training:

• Bachelor's degree in Computer Science or related field, or equivalent experience.
• Minimum 8 years of IT experience with infrastructure or cloud technologies.
• Minimum 3 years leading cloud engineering, platform operations, or infrastructure teams.
• At least 3 years of development experience with Java and SharePoint technologies.
• At least 3 years of hands-on SQL Server knowledge.
• Experience with DevOps tools (Git, Jenkins, Terraform, etc.).
• Experience with AWS, Azure, Microsoft 365, Windows/Linux, networking, databases, and security technologies.
• Experience with financial planning systems as a SaaS solutions such as Workday and NetSuite.
• Experience with system administration of Contact Center Express server and desktop environments.
• CISSP, or equivalent work experience preferred.
• Strong Windows, Active Directory, Exchange, SQL Server, and Azure/AWS
• Must possess in depth understanding of security concepts and implementation.
• Previous experience managing teams is required.

Values:

• Results: We deliver on our promises to create value for the freight rail industry through talented people, good ideas, business leadership and great technology.
• Collaboration: We collaborate with our teams and our customers to get the job done, respecting individual ideas and contributions, and moving forward in pursuit of shared goals.
• Service: We serve the changing needs of our customers and our industry to enhance the value they bring to our community, the environment, and our economy.

Physical Requirements:

• Sedentary work: Assignment involves sitting at workstation (desk) most of the time (up to 8 hours) with only occasional walking and/or standing.
• Keyboarding: Primarily using fingers for typing.
• Talking: Expressing or communicating verbally through use of spoken words (accurately conveying detailed or important spoken instructions to others).
• Hearing: Ability to receive detailed information through oral communication and to make discriminations in sound.
• Visual: Through close visual acuity, required to perform activities such as: preparing and analyzing data and figures; transcribing; viewing computer terminal; extensive reading (with or without correction).
• Environment: Because the requirements of this position require frequent, often informal collaboration with other Railinc colleagues and external stakeholders, and to maximize the development of the skills and responsibilities essential for this position, Railinc expects that the work required of this role be performed predominantly in the office consistent with Railinc's in-the-office work policies, as communicated by Human Resources and/or Senior Management. Any individual variations on in-the-office work policies will be reviewed by Human Resources on a case-by-case basis. As work is performed predominantly within an office setting, there is no substantial exposure to adverse environmental conditions (i.e., extreme heat, cold, noise, etc.).

Disclaimer:

The preceding job description has been designed to indicate the general nature and level of work to be performed. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The company reserves the right to change, modify and/or delete aspects of this position as needed at any time.