Infrastructure and Operations Manager

Position Summary

We are seeking a hands-on Infrastructure and Operations (I&O) Manager who will guide our infrastructure team in managing servers, network, databases, storage, backups, cloud services, and business applications. This role is crucial for tactical and operational leadership, focusing on assessing our current IT infrastructure, developing strategic roadmaps in collaboration with senior IT leadership, and directly engaging in the daily operational tasks to enhance our IT service delivery.

Key Responsibilities

• Perform an initial comprehensive assessment of our current IT infrastructure and operations
• Jointly develop a future-proof IT roadmap that aligns with business objectives, focusing on customer experience, service quality, and automation
• Guide and mentor the infrastructure team on tactical ITIL processes, cloud solutions, and IT infrastructure and operations best practices
• Direct hands-on involvement in the management and optimization of IT services including Microsoft Azure, Office 365, Intune, Co-Pilot, and Fortinet products
• Foster a culture of continuous improvement, leveraging automation to streamline processes and enhance co-worker experiences
• Maintain and enhance IT service management (ITSM) practices to ensure alignment with business needs and cost-effective delivery
• Collaborate with the IT senior leadership to prioritize technical projects and manage technical debt effectively
• Ensure robust disaster recovery and business continuity practices are in place

Skills & Experience

• Proven experience in IT infrastructure and operations management, with a strong background in ITIL processes
• Strong hands-on capability with the ability to lead by example in managing and troubleshooting IT issues
• Excellent skills in developing strategic plans and roadmaps, with a focus on operational and tactical execution
• Strong leadership and communication skills, capable of mentoring teams and driving IT initiatives that align with business goals
• Technical Proficiency: Deep technical knowledge and hands-on experience with: Cloud and Virtualization: Microsoft Azure, VMware, and Hyper-V
• Server Management: Extensive experience with Windows Server environments
• Database Management: Proficiency in managing MS SQL and DB2 databases
• Backup Solutions: Experience with N-Able backup solutions
• Network and Security: Strong background in managing Fortinet products including FortiGates and FortiSwitches
• Identity Management: Proficient in managing both on-premise Active Directory and Azure Entra for identity and access management
• IT Service Management (ITSM): Operational experience with ServiceNow
• Patch Management and Monitoring: Experience with Manage Engine products like Patch Manager Plus
• Collaboration Tools: Management of O365 applications such as Teams, OneDrive, SharePoint, as well as third-party cloud storage solutions like Box and Dropbox
• Email and Security: Knowledge of Proofpoint and Microsoft Exchange for secure email communications

Education & Qualifications

• Bachelor’s or master’s degree in computer science, information systems, business administration, or a related field, or equivalent work experience.
• Certifications in ITIL, Microsoft Azure, and Fortinet are highly desirable.

Behaviors/Competencies

• Strong analytical and strategic thinking skills.
• Ability to influence and build relationships across the organization.
• Commitment to enhancing customer and user experiences.
• Innovative and risk-taking attitude, open to implementing new solutions for continuous improvement.

This role is designed for a leader who is not only strategic but also willing to roll up their sleeves and get involved in the day-to-day operations to drive improvements and achieve operational excellence.