Director of Infrastructure

The Director of Infrastructure leads the operations team of Engineers on the Infrastructure and Identify and Access Management teams. He/she is responsible for all aspects of IT infrastructure including: Planning, organizing, implementing and monitoring the Data Center Operations, weather on prem or cloud. Maintenance and support services for all hardware and software and its supporting infrastructure, overseeing the technical infrastructure as it relates to servers, storage and affiliate infrastructure(s) that provide service capability to the business. This position is accountable for the strategic and tactical management of systems, servers and enterprise applications.

Key Responsibilities

• Oversees people processes and programs across the team to ensure talent for current and future needs by providing functional and technical leadership.
• Attracts, retains, and develops highly effective professionals and support staff.
• Cultivates a bench of leadership and talent to deliver results and support future growth.
• Determines work methods and directs the work of associates.
• Partners with IT teams in the development, implementation, and management of IT’s controls, policies, procedures, practices, and processes to protect the organization’s IT assets and the integrity, security, and privacy of information entrusted to or maintained by the organization and to ensure compliance and consistency.
• Drives the establishment of performance goals and provides on-going feedback, coaching, and development to enhance the team’s performance and capability, to facilitate open communication, and to encourage continuous performance improvement.
• Evaluates and determines the hiring, promotion, salary recommendations, and all employment-related decisions.
• Identifies individual and team skill gaps, developmental areas, and opportunities (e.g., training, special assignments, projects, etc.) to advance individual and team capability.
• Recognizes initiative, innovation, and work well done to create a positive work environment of excellence.
• Manages the delivery of technology and support services within an approved budget and via a team-based customer centric approach.
• Manages the lifecycle for systems hardware, network and communications infrastructure, desktop architecture, and internet resources.
• Oversees the IT Solutions Center and Retail Support Services to maintain customer satisfaction and to ensure quality standards, adherence to processes, policies, and service level agreements for customer responsiveness, incident resolution, and follow up.
• Leads the Systems Engineers function in determining and implementing development and quality metrics and plans, program planning, execution, risk management, risk mitigation, issues identification and resolution, task breakdown, scheduling, and resource allocation.
• Manages the end-to-end systems infrastructure design, capacity planning and performance management to meet systems requirements while identifying opportunities for automation, cost savings, and service quality improvement.
• Manages incidents in IT’s managed environments to ensure they are recorded, analyzed, interpreted (e.g., root cause analysis, opportunities for optimization, trending, etc.), resolves, and escalated, as appropriate.
• Provides technical expertise (i.e., tactical and operational) on evaluation, selection, implementation, and maintenance of information systems.
• Identifies, develops, and implements continuous process improvements and best practices into all areas (e.g., process, metrics, performance, etc.) to enable accurate, efficient, and effective systems’ operations and customer satisfaction.
• Partners with the IT management team on strategic technology initiatives and projects to forecast costs, equipment, and resources.
• Prepares long and short-range plans for infrastructure development and necessary resources.
• Develops strategic plans and practices that support integrated and progressive infrastructure and operations to best meet current and future business requirements.

Infrastructure Function

• Responsible for the supervision, management, and coordination of business data centers.
• Establishes and monitors the Infrastructure metrics to track productivity, quality, service levels, and resource utilization, to collect the voice-of-the customer data, and to enable projects to be on schedule and within budget.
• Researches, monitors, and analyzes industry IT and infrastructure trends, technologies, and best practices to assess the organization’s performance to the industry norm and to align projects with the organization’s business needs, initiatives, and strategic direction.
• Researches and implements best practices for infrastructure services, including proven infrastructure methodologies, service management processes, and operational support.
• Collaborates with the management team to define and monitor project scope, span of control, purpose, objectives, strategy, stakeholders, deliverables, requirements, timelines, milestones, deliverables, resources, and metrics.
• Develops project budget proposals, tracks expenditures, manages the budget plan, and recommends subsequent changes, as necessary.
• Sets project quality and performance standards.
• Develops, executes, monitors, and adjusts project plans, resources, and implementation strategy to meet the needs of the key stakeholders, and to ensure the project deliverables are on time, within budget, adheres to high quality standards, and meets customer/stakeholders’ expectations.
• Reviews the progress of the project and effectively manages change requirements, dependencies, milestones, risks, issues, priorities, quality, etc. to ensure project goals, objectives, and deliverables are met in a timely and cost-effective manner.
• Manages IT Infrastructure projects and plans to ensure alignment with the organization’s strategic direction and initiatives, to foster a high performing work environment, and to mitigate risks.
• Collaborates with business units, IT leaders, and vendors to provide highly reliable, secure and cost-effective infrastructure and operations services.

Minimum Qualifications

• Bachelor Degree with a focus in Information technology
• 5-10 Years’ experience in Infrastructure Technology
• Experience with Infrastrucure and Identity
• Strong leadership skills; ability to mentor and manage others
• Strong interpersonal skills; attention to details