Manager Infrastructure Operations

Job Overview

The Manager of Infrastructure Operations is responsible for the day‑to‑day operation, stability, and performance of the Credit Union's infrastructure environment. This role leads the infrastructure administration team and ensures consistent delivery of reliable, secure, and efficient services.

The Manager translates infrastructure strategy and standards into operational execution, manages staff and workloads, oversees service delivery and incident response, and ensures operational readiness across all infrastructure platforms.

Responsibilities

Infrastructure Operations & Service Delivery

• Manage daily infrastructure operations, ensuring availability, integrity, and performance of all platforms, meeting or exceeding SLA's.
• Oversee administration of data center facilities, physical and virtual servers, networking, telecom, storage, backup, messaging, remote access, and endpoint infrastructure.
• Ensure operational adherence to approved architectures, policies, and standards.

Incident, Problem & Change Management

• Lead infrastructure incident and problem response, ensuring proper escalation, resolution, and root‑cause analysis.
• Ensure changes are implemented following established change management and documentation standards.
• Monitor service levels, identify trends, and drive corrective actions.

Team Leadership & Execution

• Directly manage Infrastructure Administrators and Senior Administrators.
• Assign work, set priorities, and ensure adequate coverage for operational support.
• Coach, mentor, and develop staff; support performance management and skill growth.

Lifecycle & Maintenance Execution

• Execute approved hardware and software lifecycle activities including installation, upgrades, patching, maintenance, and decommissioning.
• Coordinate testing and implementation efforts to minimize business disruption.
• Maintain accurate asset inventories and operational documentation.

Disaster Recovery Execution

• Execute disaster recovery plans and testing activities in coordination with Risk, Business Continuity, and IT leadership.
• Document test results, issues, and remediation plans for leadership review.
• Ensure operational readiness to support recovery objectives.

Vendor & Operational Coordination

• Coordinate with vendors and service providers for operational support, maintenance, and issue resolution.
• Ensure vendors meet SLA and performance expectations as defined by leadership.

Reporting & Continuous Improvement

• Track and report on infrastructure performance metrics, incidents, and operational risks.
• Identify improvement opportunities and provide recommendations to the Director.
• Maintain accurate runbooks, diagrams, and operational procedures.

Qualifications and Education Requirements

• 5+ years' experience in the Information Technology field with an emphasis on IT Infrastructure activities.
• Banking experience preferred
• Excellent knowledge of IT infrastructure operations to include a good knowledge of IT best practices, industry trends and compliance requirements.
• People management experience required.
• Bachelor's Degree in related field required. Five years demonstrated technical experience may be substituted in lieu of degree.
• Working knowledge of the full range of network, infrastructure and telecommunications systems required.
• Working knowledge of IT processes and procedures, including system backups, business continuity, disaster recovery, asset management, audits, and compliance.
• Working knowledge of IT security measures and best practices required to protect and maintain corporate networks.
• Working knowledge of IT Service Desk and Operations activities, including customer service and communications.

Additional Skills/Notes:

• Must have excellent analytical, organizational and communications skills.
• Must have team building skills.
• Ability to learn and apply new technologies to the wide range of Citadel information systems.
• Must have good communication and problem-solving skills. Excellent customer service and conversational skills.