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Infrastructure Operations Manager
Ref No.: 17-03860
Location: Naperville, Illinois
Position Type:Full Time
Infrastructure Operations Manager

The IT Infrastructure Operations Manager maintains the operational integrity of the technologies and services provided to all internal and external customers. They keep hardware and software functioning and will use monitoring applications to track performance. This role plans, manages and provides work direction to IT personnel that support client devices and server operations. Additionally, they establish guidelines and appropriate automated alerts to monitor systems performance, and ensure applications stability through the effective use of personal computers, servers, and technical services. The IT Infrastructure Operations Manager will be a direct report to the Director of IT Infrastructure.

Essential duties and responsibilities:
  • Has overall responsibility for the data center operations at Corporate, DRP site and each of the plants to include housekeeping, security, UPS, and wiring patch panels.
  • Manages and mentors and effectively delegates to highly technical IT Level II and Level III personnel, allocates their work and makes decisions regarding employment, performance appraisal, training and development, promotion and transfer.
  • Has overall responsibility for the recommendation and acceptance testing of all client devices (to include phones, tablets, desktops and laptops. Personally and/or thru delegation ensures that market trends are well tracked, understood and used to determine technology direction in this area.
  • Adheres to infrastructure best practices in order to maintain a robust and resilient environment.
  • Manages hardware / OS maintenance: Deployment / regular Patch Management and firmware updates / Upgrades / Sun-Setting.
  • Manages data center standards, procedures, and security.
  • Has overall responsibility for the development, testing and (if necessary) executing the company's IT disaster recovery plan (DRP). This includes supporting and maintaining the documentation surrounding disaster recovery for data center environment for the recoverability of data centers. Has overall responsibility for the onboarding/de-boarding process of employees as it pertains to systems accesses.
  • Is responsible for the Level II tasks of SAP security administration.
  • Administers the company's MDM process and tools as selected by the Manager of Infrastructure Engineering. Under direction of the Director of IT Infrastructure, assists the Director in the selection and management of any colo and hosting providers utilized by the company.
  • Has overall responsibility for recommending the cabling standards and then implementing the cabling installations at all the company's facilities.
  • Ensures appropriate data protection: Backup, Anti-Virus, disaster recovery.
  • Learns and complies with validation requirements, standard-operating procedures (SOP), and change control maintenance for product life cycle.
  • Ensures the IT Datacenter infrastructure is managed to fulfill business needs through ongoing maintenance and support
  • Ensures that the service incidents and requests are being fulfilled and resolved promptly
  • Ensures infrastructure availability and stability. Identifies and escalates issues.
  • Provides project management and overall leadership for assigned projects and initiatives. Works closely with the PMO and the Project Manager for Infrastructure for the more complex projects.
  • Partnering with the Manager of IT Client Experiences ensures that all active Service Level Agreements (SLA's) with Corporate and the plants are successfully adhered to with an ongoing effort to continuously improve and enhance IT Infrastructure's performance.
  • Creates and maintains the method of procedures for all system changes to the Infrastructure.
  • Provides production support (including24x7x365 on-call after hours support) to ensure that all critical and high severity client devices and server related problems are addressed and corrected in a timely manner so as to not affect business operations. Is personally part of the on call team. Ensures that he/she personally and the rest of his/her team members have sufficient knowledge on telecommunications, firewalls, SAP Basis and other areas to provide Level II support in the off hours. Learns new technology as it is utilized by the company and keeps informed with general knowledge of Infrastructure server and client technologies, processes and best practices.
  • Is responsible for executing and monitoring data backups at all locations to ensure that they are completed on a regular basis. Takes immediate timely action to address any failures or vulnerabilities.
  • Periodically, performs test restores to ensure backups can be reliably used for timely restores.
  • Travels to other locations, and industry/company functions as requested and required.
  • Fully supports and champions the Treehouse rules.
  • Performs other duties as assigned.
  • Bachelor's Degree in Computer Science or related field preferred. In lieu of degree, 4 additional years' work and/or general engineer work experience may be considered.
  • 3 to 5 years of relevant data center operations/IT infrastructure experience.
  • 2 to 3 years of relevant infrastructure engineering experience with progressive responsibilities in designing technology solutions and leading technology initiatives.
  • Experience managing external service providers.
  • Working knowledge and experience with VMWare strongly desired.
  • Experience with MS System Center Configuration Manager (SCCM) is desired
  • Experience with infrastructure technology components including data center critical infrastructure (Power, Cooling and Structured Cabling), network (Cisco), servers
  • Excellent communication (oral, written and technical translation), presentation and vendor relation skills coupled with advanced systems engineering experience in an enterprise environment.
  • General knowledge across all operating systems and ticketing systems
  • General understanding of wiring and cabling best practices.
  • The candidate should also demonstrate a successful project management capability. MS Project at an intermediate level is a strong plus.
  • Candidate must be a team player with good customer service skills and the ability to work flexible hours when required.
  • Proven leadership skills.

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