Sr. Director, Infrastructure Operations (Incident Management) in Dorchester, MA

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Finance & Insurance   •  

11 - 15 years

Posted 7 weeks ago


The primary responsibility of the Sr. Director, Infrastructure Operations (Incident Management) is to align people, process and technology with business goals to ensure service level agreement are consistently achieved. S/he will ensure there is a consistent processes / system within the organization for the management of incidents. Ensure a thorough discussion of incidents with preventive measures and follow-up are completed in a timely manner. Ensure a review of incidents trends are identified and addresses appropriately by management. Provide training to all team members regarding handling incidents as well tracking and reporting of incidents.


• Develops and maintains IT appropriate documentation of all IT systems and procedures ensuring appropriate security measures and protocols are implemented and monitored

• Coordinate a rigorous incident management system within the company.

• Implement processes to the various programs to ensure timely handling and reporting of incidents and appropriate systems are in place.

• Ensure integrity of incident management process.

• Work cooperatively with other groups to ensure audit and regulatory requests are met in a timely manner.

• Provide organization leadership with information and recommendations regarding incident trends and improvement efforts.

• Compile and develop reports of relevant program data to evaluate current practices and inform system improvements.

• Organize, track and maintain company information needed to support Incident Management.

• Manage core competency trainings including management of internal and external trainers.

• Provides leadership for planning, developing maintaining/improving assigned programs/services, including management and coordination of personnel, budget management, and vendor relationships


• Bachelor's Degree; in Finance, Business, Information Management/Information Technology, Mathematics, Engineering or equivalent field or equivalent work experience

• Master's Degree; in Computer Science/Software Engineering or equivalent field or equivalent work experience

• 12-15 years working knowledge of Data Center Solutions and Management,

• 12-15 years technical expertise in multiple infrastructure platforms and technology vendor/market analysis

• Successful experience in building Technology Infrastructure and Operational environments

• Experience with ITIL Processes (Incident, Change, and Problem Management)

• Bilingual (Spanish) preferred

• Strong communications (verbal and written) and interpersonal skills, analytical and organizational skills,

• The ability to multi-task and balance competing priorities, the ability to work with minimal supervision, effectively manage systems and clearly communicate status.

• Ability to make decisions and recommendations on complex issues and present to senior management

• Must be able to communicate and interact effectively at all levels of the organization.

• Must have strong attention to detail and the ability to manage a high-volume workload efficiently and effectively. Must have experience interpreting and applying incident management.

• Must have strong ethical principles and moral compass

• Experience people/resource managerial skills

• Cloud and Hybrid Cloud solutions and design

• Demonstrated ability to lead in an open team-based environment

• Demonstrated project management experience

• IT budgeting and financial management