Job Description
JOB SUMMARY: Leads the infrastructure operations function responsible for secure, reliable, resilient, and cost-effective cloud and hybrid platform services. The position combines people leadership, service ownership, operational governance, modernization delivery, vendor accountability, and senior escalation leadership across enterprise infrastructure services.
ESSENTIAL FUNCTIONS
• The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.
• All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.
• Associates are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.
• In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Associates are required to notify superiors upon becoming aware of unsafe working conditions.
• All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives.
Service & Operations Leadership
• Lead day-to-day delivery and continuous improvement of infrastructure operations across Microsoft Azure, Microsoft 365, Windows Server, Active Directory, DNS, DHCP, VMware, Hyper-V, backup, monitoring, and related services.
• Define and manage service health, KPIs, SLAs, capacity, lifecycle risk, patching, vulnerability remediation, backup assurance, and recovery readiness.
• Serve as the senior escalation point for major incidents and complex infrastructure issues, coordinating response, stakeholder communications, root cause analysis, and corrective actions.
• Maintain service ownership, operating procedures, support models, asset and configuration information, escalation paths, and technical documentation, including enterprise certificate lifecycle management.
• Partner with cybersecurity, identity, network, architecture, application, and service management teams to resolve cross-functional risks and operational issues.
Cloud Modernization & Engineering
• Lead migration and modernization of Azure, VMware, and Hyper-V workloads toward approved cloud and hybrid platforms, ensuring security, resilience, supportability, and business continuity.
• Advance infrastructure-as-code, automation, configuration standards, policy enforcement, monitoring, and repeatable operational practices.
• Lead platform lifecycle planning, technical debt reduction, domain and data center consolidation, and retirement of unsupported or low-value infrastructure.
• Ensure new services transition effectively into operations with appropriate support, monitoring, backup, security, documentation, ownership, and acceptance criteria.
• Apply FinOps practices to cloud consumption, licensing, capacity, and service design to improve cost visibility and efficiency.
Team Leadership & Workforce Management
• Lead, coach, and develop systems engineers, technical leads, contractors, and geographically distributed team members.
• Establish goals, priorities, performance expectations, and development plans, including regular performance discussions and succession planning.
• Balance operational, project, on-call, and improvement priorities through effective capacity planning, delegation, and accountability.
• Promote a culture of documentation, automation, collaboration, service ownership, knowledge sharing, and continuous improvement.
• Identify skill gaps and implement training, mentoring, cross-training, and knowledge-transfer plans.
Vendor, Partner & Commercial Management
• Manage operational relationships with managed service providers, technology vendors, contractors, and implementation partners.
• Govern statements of work, deliverables, service levels, performance measures, reporting, escalation procedures, and acceptance criteria.
• Conduct service reviews, monitor vendor performance and commitments, and coordinate remediation or escalation when needed.
• Partner with procurement, finance, legal, and technology leadership on budgeting, renewals, licensing, contract changes, vendor risk, and cost optimization.
• Ensure third parties comply with company security, access, change, incident, documentation, data-handling, and offboarding requirements.
Governance, Risk & Communication
• Oversee infrastructure change governance to ensure changes are tested, documented, approved, recoverable, and appropriately communicated.
• Maintain risk registers and roadmaps covering lifecycle, capacity, resilience, security, certificate management, vendor dependencies, and modernization priorities.
• Provide management with concise reporting on service health, incidents, risks, costs, vendor performance, delivery progress, and decisions required.
• Oversee backup and recovery governance across Azure Backup, Veeam, and supported on-premises platforms, including recovery capabilities, backup performance, testing, business continuity, and disaster recovery readiness.
MINIMUM QUALIFICATIONS AT ENTRY
Additional qualifications may be specified and receive preference, depending upon the nature of the position.
Required Qualifications
• Bachelor's degree in information technology, computer science, engineering, or a related field, or equivalent relevant experience.
• 10+ years of progressive experience in infrastructure, cloud, or platform operations, including leadership of complex enterprise services.
• 5+ years of people-management experience leading skilled engineers or technical operations teams.
• Demonstrated experience managing external vendors, service providers, contracts, or statements of work, including performance management and escalations.
• Strong working knowledge of Microsoft Azure, Azure virtual machines, Microsoft 365, Windows Server, Active Directory, VMware, Hyper-V, networking fundamentals, Azure Backup, Veeam, recovery testing, monitoring, public key infrastructure, and certificate lifecycle management across hybrid environments.
• Experience leading major incident and problem management, change governance, lifecycle planning, and service improvement in a 24x7 enterprise environment.
• Proven ability to translate technical risks and operational performance into clear, actionable recommendations for technical and business stakeholders.
Preferred Qualifications
• Experience with Azure governance, Azure Monitor, Microsoft Defender for Cloud, VMware vSphere, Infrastructure as Code, PowerShell, Git-based delivery, ServiceNow, and enterprise certificate management.
• Experience with cloud migrations, data center or legacy platform retirement, domain consolidation, acquisition and divestiture integration, and global or multi-region operations.
• Knowledge of FinOps, software and cloud licensing, vendor risk management, disaster recovery design, and operational resilience.
• Relevant Microsoft, ITIL, cloud architecture, service management, or project/program management certifications.
Competencies (as demonstrated through experience, training, and/or testing):
• Operational Ownership: Takes accountability for service outcomes, risks, follow-through, and transparent communication.
• People Leadership: Builds team capability through clear direction, coaching, feedback, delegation, and development.
• Vendor Accountability: Uses performance data, service measures, and commercial awareness to drive vendor accountability and results.
• Modernization Mindset: Simplifies services, reduces technical debt, and applies automation to improve long-term value and efficiency.
• Cross-Functional Influence: Aligns technical teams and business stakeholders around decisions, priorities, and shared operating models.
• Data-Driven Judgment: Uses service, cost, risk, and capacity data to make timely, well-supported decisions.
Working Conditions and Physical/Mental Demands
With or without reasonable accommodation, a candidate must have the physical and mental capacity to effectively perform all essential functions described. In addition to other demands, the demands of the job include:
• Maintaining composure in dealing with authorities, executives, clients, staff and the public, occasionally under conditions of urgency and in pressure situations
• Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey
• Participates in an infrastructure escalation and major-incident leadership rotation as business needs require
• Occasional travel to company, partner or data center locations may be required
• Work primarily performed in an office or hybrid environment
• Required to manage concurrent operational, project and stakeholder priorities in a changing enterprise environment
• Computer usage
• Handles sensitive and confidential business, security, personnel and vendor information in accordance with company policy
• Regular talking and hearing
• Frequent sitting
• Occasional walking, reaching with hands and arms, stooping, kneeling, crouching and crawling
• Close vision, distance vision, and ability to adjust focus
