DescriptionThe Manager Infrastructure leads the IT Infrastructure operations organization, including: Telecom Billing & Service Provisioning, Network Operations, AS400 Operations, and Systems Operations. In this position, you will be responsible for carrying out day-to-day operations, including: monitoring for issues, responding to alerts, managing managed service providers, and provisioning new telecom services. In addition, this role manages the capital and operational infrastructure budgets, manages vendor engagements, and negotiates contracts.
Key Responsibilities- Provides direction and strategy for the Global Infrastructure Operations
- Manage Infrastructure Operations and Telecom Billing & Provisioning
- Act as an Infrastructure site lead
- Vulnerability and patch management to ensure KPIs are well established
- Responsible for Telecom and operations budgets
- Work with vendors, reviewing and negotiating contracts
- Build and maintain strong relationships with business leaders and vendor partners
- Manage a team of FTEs, contractors, and managed service partners
- Use metrics to optimize the network and ensure availability and stability
- Create and deliver SLAs, KPIs, issue tracking, and project updates to Sr. leadership
- Oversee change, incident, request, and problem management within the team
- Plan and track projects, ensuring successful delivery on time and in budget
- Optimize processes and proactively seek opportunities for improvement and savings
- Work with engineering teams to suggest new technologies and improve existing infrastructure
- Develop and maintain written documentation of systems, applications, processes and policies
- Develop and deliver progress reports, proposals, requirements documentation, and presentations
- Proactively identify and communicate potential issues and devise contingency plans
- Provide oversight, accountability, mentorship, growth opportunities, with a keen focus on creating high performing teams
- Build high-performing teams through the development of individual team members and by recruiting, hiring, managing, and mentoring engineers
- Enhance escalation procedures and workflows for the timely resolution of all issues within areas of responsibility
- Participate in research of technology solutions in support of new initiatives
- Ensure the availability of all critical systems
- Manage day-to-day network and telecommunication vendor relationships and hold vendors accountable to their deliverables
- Resolve vendor issues and escalate as needed
- Ensure comprehensive monitoring is in place and reliable
Qualifications- Bachelor's degree in a related field or demonstrated equivalent level of applicable experience
- 8+ years of progressive IT infrastructure experience, including:
o 5+ years in a leadership or management role
- Proven experience managing enterprise environments across:
o Network infrastructure
o Hybrid cloud environments (Azure + on-premises)
- Hands-on experience designing, implementing, and supporting highly available, scalable systems
- Strong verbal and written communication skills, comfortable with a highly visible role
- Strong hands-on expertise with:
o Cisco networking (routing, switching, firewalls)
o Juniper networking technologies
o Fortinet/FortiGate firewalls and security solutions
• Deep understanding of:
o LAN/WAN architecture
o VPN technologies
o Network security and segmentation
o High availability and redundancy design
• Experience working with and managing Managed Service Providers
• Experience managing complex multi-million $$$ budgets
• Exposure to contract creation, negotiation, and delivery
• Capable of delegating tasks and mentoring technical teams
• Experience managing parallel projects, creating KPIs, and developing relationships with key stakeholders
• Strong organizational and management skills
• Ability to efficiently manage a global team and a variety of projects concurrently
• Experience designing and implementing large-scale infrastructure technologies is a plus
