IT Infrastructure Manager

Essential Functions

Team & Operational Leadership

• Lead and manage a Level 3 IT engineering team, setting clear goals and expectations.
• Develop and execute short-term operational plans aligned with departmental objectives.
• Promote a culture of accountability, continuous improvement, and shared success.
• Managing the IT Infrastructure staff by recruiting and training employees, communicating job expectations and monitoring performance.

System Oversight and Service Management

• Ensure IT infrastructure uptime and handle escalation tickets with due diligence.
• Managing the day-to-day operational and Projects tasks within the IT Infrastructure team.
• Provide assistance in bringing up the annual IT budget and ensuring cost effectiveness
• Coordinating technology installations, upgrades and maintenance.
• Evaluating technology risks to develop a disaster recovery plan and backup procedures.
• Demonstrating a deep technical and strategic understanding of the IT Services and Operations.
• Apply and enforce ITIL practices across incident, problem, and change management
• Collaborate with the Service Delivery Manager to align service processes and improvements
• Drive performance against KPIs related to ticket management, SLA adherence, and service quality

Communication & Collaboration

• Communicate effectively with internal stakeholders, including senior leaders, to align priorities and expectations.
• Foster a team-oriented environment that values transparency, respect, and proactive support.
• Adapt communication and working styles to align with global organization culture.

Continuous Improvement

• Identify and implement improvements to systems, processes, and team workflows.
• Analyze service data to identify trends, root causes, and opportunities for optimization.

Skills & Competencies

• Strong technical knowledge on Datacenter Infrastructure and ITIL-based service management.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and lead a team in a dynamic environment.
• Proven knowledge and experience of delivering technical support services
• Strong analytical and problem-solving skills.
• Cultural awareness and adaptability to work within a global organizational structure.

Required Experience & Education

• Bachelor’s degree in computer science, Information Systems, or a related field.
• Minimum of 7 years of experience in IT Infrastructure, with at least 3 years in a leadership role.
• Experience with hybrid environments including on-premises and cloud services
• Hands-on experience with a Physical Server\Storage Infrastructure, Virtualization preferably VMWare and Networking.

Preferred Experience

• Experience working in a global or matrixed organization.
• Familiarity with automation and monitoring tools.

Certifications

• ITIL Foundation certification (required)
• Any Technical Certification is bonus
• Yes. Direct supervision of system & network engineers\administrator within the IT Infrastructure team.

Supervisory Responsibilities

Physical Requirements

• Work is performed in a normal office setting with minimal exposure to health or safety hazards. Prolonged periods of sitting at a desk and working on a computer.
• Travel may be required.
• Moderate lifting/carrying 15-44 lbs. with assistance; use of fingers; walking/standing 2-6 hours