Infrastructure Manager - Convey Health Solutions

OVERVIEW/GENERAL PURPOSE OF THE POSITION

The Manager, IT Infrastructure is a hands-on position responsible for a mission critical service requiring stability, reliability and performance optimization. The position will oversee the management, implementation, and support of secure enterprise information systems, server and network infrastructure for a Healthcare-focused BPO company. Must be able to serve as a hands-on manager and have the ability to perform server, network and security configuration and administration tasks, as required. The Manager of IT Infrastructure will provide leadership in the design, implementation, operation, optimization, maintenance, and troubleshooting of secure LAN, WAN, Wireless, Internet Portals, VPN, Data Center networks and server system engineering.

Also develops strategic and operational plans leading to the introduction and deployment of network, servers and data center infrastructure technology. The Manager, IT Infrastructure will ensure network security, availability, performance, quality and responsiveness through the leadership of network design, implementation, and delivery of ongoing preventative maintenance, assessment, and proactive monitoring. The Manager will ensure that technology and service investments generate the highest value. The Manager, IT Infrastructure will provide technical leadership and guidance to network/server services staff (Architects, Engineers, and Administrators) and will ensure adherence to best practices and proven methodologies to promote continuous server and network operations and the integration of new value-added technical services and technology.

The Manager, IT Infrastructure success criteria include technical leadership, advanced networking and data security system expertise as well as serving as an escalation resource for technical activities. The specific areas of focus include secure data center and branch office network design, LAN/WAN connectivity, network infrastructure implementation, network and server management, definition and coordination of standards, project management, vendor management, technology research, and applicable documentation.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensure IT infrastructure services & operations are delivered consistently and to service level agreements.
• Provide daily leadership the network and server teams, including supervision of all personnel, managing task assignments, and scheduling resources.
• Supervise network and system administrator operations staff including hiring, training, evaluating and disciplining.
• Guide or provide work direction to technical staff and/or contract resources.
• Establish and maintain standards for configurations and operating system software as they apply to all components of the data networks.
• Plan, design, engineer, install, and troubleshoot network routers, switches, wireless equipment, and network and servers' security technology (eg. firewalls, threat management, IDPS, Syslog, security incident, event management systems, server system administration etc.).
• Maintain, upgrade, optimize, and troubleshoot existing infrastructure equipment and configurations.
• Coordinate and execute upon approved adjustments and changes that increase performance and availability.
• Provide network design, definition and coordination of standards, project management, and technology research.
• Manage all related vendor support contracts for hardware, software, and connectivity.
• Provide ongoing review of capacity requirements in order to align with budget planning.
• Provide up-to-date system and network documentation and inventories including servers.
• Ensure integrity and availability of data through continuous assessment of data backup operations.
• Provide advance notification of all planned system and network outages and set realistic expectations on availability.
• Assess technical risk and mitigation plans.
• Research and evaluate new technology and tools as opportunities for innovation and development excellence.
• Oversees technical design documentation process for correctness and timeliness.
• Provides input to the other disciplines on the practicality of initial design goals and impact to the overall project timeline.
• Reports on projects, staff and departmental work status regularly to the Director of Engineering.
• Helps to identify high risk areas for projects and in the infrastructure environment.
• Develop and maintain installation and configuration procedures.
• Contribute to and maintain system standards including Change, Configuration, Asset, and Service Level Management.
• Research and recommend innovative, and where possible automated approaches for administration tasks.
• Perform daily system monitoring, verify integrity and availability of all hardware, network component resources, systems and processes, review system, platform, and application logs, and verify completion of scheduled jobs such as backups.
• Collaborate with all areas of the company and third-party vendors
• Ensure timely execution of projects
• Manage risk and ensure maximum availability of mission critical business systems
• Design, develop and implement against cost-effective strategic IT roadmap with specific plans for IT Network, Data Center Infrastructure, Server administration and Network operations.

EDUCATION AND EXPERIENCE

• Bachelor’s degrees in computer science, IS or Information Management.
• Minimum eight years of progressive experience is similar positions.
• Minimum five years of experience in a management role.
• IT management experience in Business Process Outsourcing (BPO) or Service Provider organizations responsible for IT customer services.
• Management experience and knowledge of/in: LAN/WAN/MAN, Server and Network Management, Data Center Technologies, Capacity & Service Continuity Management, Virtualization, Data Management, Risk Management, Project management, scheduling, basic maintenance procedures/skills, basic electricity/concepts.
• Server and Network management experience