IT Operations Manager, Infrastructure

GENERAL FUNCTION

The IT Operations Manager is a hands-on technical leader responsible for ensuring the operational stability, reliability, and performance of enterprise IT systems. This role oversees infrastructure lifecycle activities such as patching, platform health, access, and capacity management across both on-premises and AWS environments. In addition to managing day-to-day infrastructure operations, the role will support selected modernization and infrastructure build initiatives in collaboration with the Enterprise Infrastructure Manager and broader technology teams.

DUTIES/RESPONSIBILITIES

• Manages the day-to-day health and operational readiness of infrastructure platforms, including servers, storage, cloud compute, and virtualized environments
• Implements and enforces operational best practices across Windows Server infrastructure, including patching, updates, and performance monitoring
• Oversees relationships with infrastructure vendors for scheduled maintenance, technical support, and platform updates
• Partners with the Director of IT Infrastructure and peers to develop and test Disaster Recovery and Business Continuity plans and procedures
• Administers and supports VDI / virtual desktop platforms, ensuring efficient delivery, user access integrity, and system availability
• Manages storage environments, including configuration, capacity planning, and lifecycle oversight
• Operates and maintains key cloud infrastructure components on AWS (e.g., EC2, RDS, IAM, S3), with a focus on stability, availability, and performance
• Acts as a technical escalation point for infrastructure service requests and collaborates across departments to address environment needs
• Tracks and reports on key operational metrics such as uptime, capacity utilization, and system availability
• Owns and maintains the CMDB (Configuration Management Database) for infrastructure assets and dependencies
• Develops and maintains clear and actionable Standard Operating Procedures (SOPs), technical documentation, and infrastructure runbooks
• Participates in the on-call rotation to provide coverage for infrastructure health and availability issues
• Executes the patch management lifecycle, including planning, compliance tracking, and remediation
• Supports infrastructure deployment and enhancement activities alongside the engineering team, contributing hands-on to build workstreams as needed
• Collaborates with the Service Delivery team to ensure seamless transition and operational support for production-ready infrastructure

EDUCATION

• Bachelor's Degree in Computer Science, Information Technology, or related field is required
• AWS, ITIL, PMP, MCSE certifications are a plus

EXPERIENCE

• 8+ years of experience in IT infrastructure operations, with a strong focus on systems availability, patching, lifecycle management, and environment support
• 6+ years of hands-on experience managing hybrid infrastructure environments (on-prem and AWS), including Windows Server, VMware, storage platforms, and desktop virtualization (VDI)
• Experience in executing operational practices such as backup strategy, capacity management, software distribution (SCCM), and access provisioning
• Demonstrated success maintaining production infrastructure platforms with high uptime and reliability standards
• Familiarity with infrastructure documentation, CMDB upkeep, and SOP development
• Experience contributing to infrastructure deployment and improvement efforts, in close coordination with engineering teams, without owning incident/problem management

SKILLS

• Strong hands-on infrastructure operations skills, with a focus on maintaining uptime, system reliability, and preventive maintenance
• Ability to manage and support enterprise-grade infrastructure in production environments
• Proficient in maintaining SOPs, CMDBs, and infrastructure documentation with consistency and accuracy
• Experience supporting AWS environments, scripting tools (e.g., PowerShell), and configuration automation
• Excellent communication and cross-functional collaboration skills to coordinate support, changes, and handoffs
• Strong organizational skills with the ability to balance maintenance responsibilities and project-based infrastructure work
• Comfortable working in a regulated, fast-paced environment where infrastructure performance and stability are critical to business operations

We are committed to providing accommodations for people with disabilities. If you require accommodation at any stage of the recruitment process, please let us know, and we will work with you to meet your needs.