POSITION SUMMARY

The position of Manager, IT Infrastructure is established to manage the design, implementation and operations of all information technology infrastructure within the credit union. This position directly manages a diverse team of network and systems engineers and is responsible for working within industry best practice and maintaining compliance with policies and controls, while delivering stable technology solutions across the Credit Union.

MINIMUM QUALIFICATIONS (EDUCATION, EXPERIENCE, SKILLS)

• BA/BS in Engineering, computer science or related field.
• 5 years of experience leading and mentoring IT Engineering teams.
• 5 years of experience researching and sourcing vendors, reviewing vendor quality of work, and verifying all deliverables match contracted terms.
• 5 years of experience as a Network/Infrastructure Engineer in an enterprise environment.
• Success in problem solving skills and experience in supporting all aspects of infrastructure platforms, including: email, storage, servers, telecom, firewalls, routers, switches, etc.
• Experience managing heterogeneous multi-datacenter and multi-branch network environments.
• Demonstrated team player, partnering with IT peers, customers, management and the business.
• Effective analytical and critical thinking skills; ability to reason inductively and deductively to arrive at logical conclusions.
• Professional and effective verbal and written communication skills.
• Demonstrated success in planning, organizing, leading and oversight of people and activities.
• Professional and effective interaction, verbal and written communication skills.
• Organization skills sufficient to successfully manage multiple projects, establish priorities and meet deadlines.
• Track record of applying critical thinking and emotional intelligence skills in a wide variety of situations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for input to strategy and decision making regarding datacenter architecture and solution selection including but not limited to; network, telecom, security, email, server, storage and backup technologies.
• Oversees delivery and operation of the systems that underlie all processes and functions across the credit union. Provides stable, reliable and secure infrastructure. Achieves and maintains a high level of service and customer satisfaction.
• Collaborates with IT Security and Risk and Compliance teams to provide functional, yet secure solutions that are highly available and meet all disaster recovery and business continuity requirements.
• Supports the IT Service Delivery function, working in partnership with the NOC and Service Desk team to improve service levels and with the Core Operations and Applications teams to ensure that projects meet customer requirements and are in compliance with policies and regulations.
• Delivers assigned IT Infrastructure projects and solutions on time, on budget with a key focus toward security and compliance.
• Collaborates with all areas of IT to deliver excellent infrastructure and service resiliency. Provides support, guidance, leadership and collaboration with IT and business teams to support overall credit union goals. Serves as a liaison between the business and various committees and project groups.
• Develops and provides guidance on policies, plans, and procedures for the management, acquisition and use of information technology resources. Continuously evaluates and maintains audit, standards, and policy compliance.
• Provides life-cycle management oversight of major information systems activities. Ensures infrastructure platforms and tools are operating on proper versions, patched regularly to maintain support and reduce risk, and license compliance.
• Conducts regular capacity planning and growth management assessments to assist in planning future technology needs.
• Monitors emerging technology developments and identify innovations with potential high payoffs for the business. Makes recommendations for new/altered technologies that would contribute to overall cost savings and/or productivity improvements.
• Monitor and manage vendor performance and provide input to negotiations.
• Oversees staff in the performance of all duties related to the various functions of the department to ensure all work is completed in an accurate and timely manner. Manages and develops staff, including participation in recommendations for hiring, training, mentoring and reviews/promotions.
• Provides escalated support and coordination for major infrastructure maintenance and incidents.
• Performs ongoing performance tuning, hardware upgrades and reconfigurations, and resource optimization as required. Creates and maintain documentation of hardware and software installations, configurations and network/dataflow diagrams.
• Oversees and maintains all data center network, server, and storage infrastructure.
• Designs and implements the technical components of Disaster Recovery planning and testing.
• Provide managerial oversight of the activities for areas of responsibility, including assigned staff and functional deliverables of the team.
• Demonstrate leadership in words and actions on a daily basis; act as role model for success and engagement. Create a positive work environment conducive to trust and transparency.
• Responsible for the performance management of staff, to include daily feedback, coaching and mentoring; administration of appraisals that are timely and meaningful. Identify and address deficiencies constructively. Continually support, encourage and motivate team members toward ongoing growth and development.
• Consult with Human Resources (HR) on issues outside of the normal scope of performance or behavior. Report all issues of safety or legal consequence immediately and surface undesirable patterns as they are discovered. Partner with HR on all employment decisions, and refer requests for changes in terms or scheduling to the HR department.
• Monitor approved schedules, review and approve timesheets of staff, and ensure all expenses are reported as per company policy. Schedule and provide staff the opportunity for meal and rest breaks, while ensuring operational coverage is maintained.

OTHER DUTIES AND RESPONSIBILITIES

• Chair committees and project teams as requested.
• Perform other duties as assigned.
• Routinely provide after hours and on-call escalation support within SLA’s.
• Occasional travel.
• Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.