Sr. Manager, IT Infrastructure - Day Shift

Under the direction of the Sr. Director IT Shared Services, the Senior Manager of IT Infrastructure Services is responsible for overseeing the design, implementation and maintenance of the institute’s IT infrastructure. This role involves managing a team of IT professionals, ensuring the security and efficiency of the IT systems and aligning the IT infrastructure. The Sr. Manager of IT Infrastructure Services is responsible for the effective and efficient operation of all internally managed IT infrastructure and application services used to support business processes.
Additionally, this role will present solid technical infrastructure and end user computing experience with excellent process development skills, strong project management acumen, plus a superior, service-oriented approach to enterprise operations.
This role will also lead service delivery management and systems reliability and scalability including reporting, configuration build, testing, planning, and deployment of solutions. Will manage the deployment and technical operations including technical project resources (partners/subcontractors or staff), scheduling, risk management, internal and external communications and status reporting. Working closely with Information Security and other IT teams to implement, monitor and maintain information security policies, strategies, procedures and settings within the supported environment.

ESSENTIAL DUTIES & RESPONSIBILITIES

Infrastructure Leadership and Coordination

· Manage the IT infrastructure services team; setting goals, prioritizing projects, communicating with stakeholders and overseeing budgets.

· Lead, mentor, and manage a team of IT professionals, including hiring, training, performance evaluations, and professional development.

· Coordinate to align resources and deliverables for shared goals and projects.

· Liaison between the Engineering and IT teams to procure, provision and maintain physical and virtual infrastructure.

· Manage and direct operational support for infrastructure services.

· Works with decision-makers to define and implement a plan for the portfolio infrastructure, integration of tools and technologies.

· Establish daily, weekly and monthly operational KPI’s to manage and improve all IT operational activities.

· In partnership with the Sr. Director IT Shared Services provide overall direction, guidance and definition of the infrastructure, enterprise architecture and technology portfolios.

· Participate in the IT budget and strategy deployment process.

· Foster a collaborative and innovative team environment.

· Demonstrated ability to lead and inspire a team, fostering a culture of innovation and continuous improvement.

Enterprise Infrastructure Ownership

· Ensure the availability, performance, and security of the IT infrastructure.

· Implement policies and procedures for IT operations, including disaster recovery and data backup plans.

· Manage and drive Infrastructure Services alignment to Information Security’s standards, guidelines and policies.

· Enable a highly scalable, fault-tolerant platform.

· Establish an infrastructure operations organization and related best practices to ensure optimal performance and achievement of customer SLAs.

· Maintain knowledge of industry-wide IT infrastructure/architecture standards and practices.

· Ensure departmental alignment to infrastructure/architectural standards and strategy.

· Bring an infrastructure and integration perspective to all IT initiatives and ensure that all program and project activities adhere to IT architectural standards and practices.

· The candidate should possess thorough understanding & experience working on following service management processes: - Incident Management, Problem Management, Change Management, Knowledge Management, Request Management, Service Catalog, Asset Management & CMDB.

· Ensure the ITAM system discovery processes are fully operational; resolving data and discovery errors and performing manual data additions or amendments as required to ensure all IT Assets, and their associated Configuration Information, are recorded accurately within the system throughout their entire lifecycle.

Project Support

· Lead project planning, execution and delivery for IT and cloud infrastructure projects aligned with annual operating plan and strategic initiatives.

· Will work with internal and external partners to communicate project status, activities and achievements.

· Manage end-to-end infrastructure delivery across distributed teams, to ensure seamless execution of project portfolio.

· Coordinate project with local leadership; translate strategic requirements into executable project plans with defined scope, timeline, budget and success criteria.

· Oversee delivery model ensuring infrastructure projects are delivered on time, within budget and to quality standards while maintaining operational excellence.

· Manage project resources (internal staff, partners, subcontractors) including capacity planning, skill allocation, scheduling and performance tracking across infrastructure and ITSM teams.

Infrastructure Policies and Standards

· Lead the development, publication and communication of infrastructure-related policies and standards.

· Participate actively and assume a leadership role where appropriate in architecture working groups and in support of the IT strategic plan.

· Strategic Vendor Management

·

Patching, Security Compliance, Resilience and Audit Readiness

· Execute the defined patching cycle to published standards and maintenance windows across servers, endpoints, hypervisors, storage and cloud workloads, with every exception carrying documented risk acceptance and a remediation date.

· Maintain configuration and hardening baselines, remediate drift, and partner with Information Security on vulnerability remediation, certificate lifecycle and privileged access.

· Manage backup and disaster recovery, including immutable or offsite copies, documented recovery time and recovery point objectives, and periodic restore and DR testing with identified gaps closed.

· Operate change through the approved process with CAB submission, tested rollback and post-implementation review, and maintain monitoring coverage, configuration item accuracy in ServiceNow and automation of routine work.

· Support internal and external audit with evidence, control walkthroughs and corrective action closure, and maintain runbooks, SOPs and the infrastructure risk register.

JOB COMPETENCIES (Skills & Abilities)

· Strategic Infrastructure Leadership: Ability to support multi-year infrastructure strategy aligned requirements; think architecturally about compute, storage, networking and cloud platforms; and translate business requirements into operational roadmaps.

· Team Leadership: Experience leading geographically distributed infrastructure teams across multiple time zones; establishing team culture, mentoring technical staff, and maintaining operational accountability across 24/7 environments without requiring 24/7 shift work from leadership roles.

· Multi-Cloud Platform Mastery: Advanced operational knowledge of AWS (EC2, RDS, S3, VPC, IAM) and Microsoft Azure (VMs, App Services, SQL Database, ExpressRoute); ability to design hybrid cloud architectures and optimize cloud costs.

· On-Premises Infrastructure Expertise: Deep technical command of hyperconverged infrastructure (Nutanix, VMware vSphere), server virtualization, enterprise storage (SAN/NAS), network infrastructure, and data protection/disaster recovery solutions.
Identity and Access Management: Working knowledge of Microsoft Entra ID (formerly Azure AD), hybrid identity models, single sign-on (SSO), privileged access management (PAM), and identity governance in cloud and hybrid environments.

· Project Portfolio Management: Experience managing multiple concurrent infrastructure transformation projects; governing project delivery; managing scope, budget and timeline; and communicating status to executive leadership.

· Global Operations and Compliance: Understanding of multi-national infrastructure standards, compliance frameworks (SOC 2, ISO, regulatory), and ability to implement consistent policies across geographically dispersed data centers and cloud regions.

· Budget and Resource Management: Ability to develop infrastructure budgets, forecast capital and operational expenses, track spending against plans, and make investment decisions balancing performance, security and cost efficiency.

· Communication and Stakeholder Management: Excellent communication skills with business leaders, and technical teams; ability to present infrastructure strategies and complex technical concepts to non-technical audiences.

MINIMUM QUALIFICATIONS (Knowledge & Experience)

· Engineering, Computer Science, or a related field. (Required)

· 10+ years of progressive IT infrastructure engineering and operations experience across on-premises compute, storage, networking, virtualization and cloud platforms. (Required)

· 4+ years in a formal supervisory or senior management role leading infrastructure engineering teams, including global distributed teams across multiple time zones. (Required)

· Demonstrated hands-on operational experience with AWS cloud platform including EC2, RDS, VPC, S3, CloudFormation, and AWS cost optimization. (Required)

· Demonstrated hands-on operational experience with Microsoft Azure including VMs, App Services, SQL Database, ExpressRoute, and Azure hybrid scenarios. (Required)

· Experience administering and designing hybrid identity solutions using Microsoft Entra ID (Azure AD), including federation, SSO, and multi-factor authentication. (Required)

· Proven experience with hyperconverged infrastructure (Nutanix or VMware vSphere) and enterprise storage platforms (SAN/NAS) in production environments at scale. (Required)

· Project management experience delivering infrastructure transformation initiatives, cloud migrations, or datacenter modernization projects. (Required)

· Experience working in a Global Capability Center (GCC) or similar global delivery model supporting multiple time zones and geographies. (Preferred)

· Experience with disaster recovery planning, business continuity, and implementing redundancy across geographic regions. (Preferred)

· Infrastructure certifications such as AWS Solutions Architect Professional, Microsoft Certified: Azure Administrator, or CompTIA certifications valued. (Preferred)

Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.