IT Infrastructure Operations Manager

Description

Freedom Mortgage is seeking a full-time infrastructure operations night shift manager, as part of the infrastructure operations team, to manage an offshore team of administrators and engineers. This position is demanding and plays a critical role in the success of our organization.

Freedom Mortgage provides world-class monitoring and front-line problem analysis and remediation for mission-critical infrastructure and application platforms, leveraging industry standard system and application monitoring tools and utilities.  Infrastructure operations manager is responsible for the support and maintenance of our compute, storage, databases, middleware, and cloud platforms. 

Primary responsibilities of the infrastructure operations manager’s role include the oversight and hands-on management of a team of highly skilled engineers and technicians in their daily operational and support activities during our after-hours shifts.  This role entails managing and monitor performance, deliverables, progress, and escalation for the offshore team.

Additional responsibilities include problem analysis of platform and environmental issues, analyzing infrastructure and application alerts, and ensuring strict SLA compliance in issue response, resolution, escalation, and incident communication.  Supported platforms include Microsoft Windows, Unix and Linux Operating Systems, Oracle and Progress Databases, IBM WebSphere Portal, WAS and Liberty middleware platforms, IBM and NetApp storage and cloud storage platforms, and AWS Cloud platform.

Primary Responsibilities:  (other duties may be assigned)

• Manage, instruct, and guide the offshore team in their day-to-day activities surrounding system and application monitoring and remediation as well as support and maintenance of critical infrastructure systems and components
• Ensure proper handling and response to customer-facing outages and incidents
• Hire, onboard, and train new hires in process and procedure adherence as well as use of tools and understanding of production platform interdependencies
• Responsible for coordinating with other support teams in incorporating new team processes and procedures
• Work with the Product Support teams to manage the effectiveness and quality of After-Hours customer support calls activities, including documentation updates for escalation workflow and changes in process/procedure
• Manage resources to performance expectations via tracking and maintaining individual performance metrics, including incident management, ticket performance, and process/procedure adherence as well as constant reinforcement to ensure SLA’s are met
• Maintain employee shift schedules, ensuring adequate resource coverage at all times
• Conduct regular team meetings.
• Develop, document, maintain, and disseminate new processes and procedures for platform monitoring, incident validation, remediation, and escalation
• Maintain open lines of communications with other departments to ensure confidence and enhance working relationships
• Establishes and drives clear accountability for all team members, creates an environment that enables quick and effective team performance and excellent communication
• Meet aggressive system and application availability objectives while providing hands-on leadership during customer-impacting events
• Provide immediate response/remediation/ and escalation for incidents occurring in the environment
• 24 x 7 availability to work with the team in addressing incidents/outages where managerial guidance is required

 Requirements:

• Minimum of 5 years technical team leadership and management experience, preferably in a fast-paced IT Operations and Support environment.  Player/Coach style of management is preferred
• Minimum of 5 years’ experience in resource management and staff scheduling alignment, preferably in a 24 x 7 operation
• Minimum of 5 years’ experience in all aspects of employee management, including hiring, coaching, training.
• Minimum of 7 years technical support experience with strong troubleshooting skills in a large-scale production environment
• Working knowledge of infrastructure technologies, including networking, server-based operating systems
• Experience working with monitoring and management tools such as Solarwinds Orion, Sumo Logic, New Relic.
• Strong knowledge of network and cloud architecture.
• Process and Procedure driven
• Must have excellent skills in problem analysis and troubleshooting complex technical issues as well as trending recurring issues
• Experience in monitoring solution administration.
•  Ability to work well in a team environment and partner effectively with others.
• Ability to communicate effectively (listening, presenting and questioning).
• Ability to manage conflict effectively by maintaining a level of civility and professional respect.
• Excellent customer service skills.
• Positive team participation skills.
• Strong organizational, written and communication skills.
• Exceptional verbal and interpersonal skills required.
• Ability to multi-task and balance multiple priorities.
• Demonstrated leadership ability and teamwork.
• Strong professional presence and presentation abilities. 

Education/Certification/License:

• Bachelor’s degree in Engineering, Computer Science, MIS, or related Technology Degree preferred or equivalent experience.