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Manager, Infrastructure

4 months ago

Spartanburg, United States American Credit Acceptance Full time

Overview:

The mission of the Infrastructure Engineering Team is to drive innovation change in a fast-paced Agile Product Team organizational structure to support the organization and departmental goals.

The Manager, Infrastructure will own the responsibility over the Infrastructure Engineering (Server, Storage, Cloud and Network Infrastructure) Teams within the IT department. The selected candidate will manage an Innovation team of approximately six to ten cloud, system and network administrators in a fast-paced growing environment. This position requires sharp AWS Cloud, virtualization, Windows, networking, and general infrastructure skills as well as keen customer support, communication and interpersonal skills.

ACA is a highly innovative financial services firm and the success of Infrastructure Engineering is critical to the success of our business. This role is also responsible for ACA engineering personnel, including participation in staffing decisions, performance reviews, and career development. This is a Manager level position with substantial technical and managerial scope.

Essential Functions

  • Provide leadership to ensure outstanding technical service to all external and internal customers
  • Provide leadership and direction for Infrastructure and Cloud Roadmaps
  • Manages and coordinates urgent and complicated support issues which may involve other IT functional areas.
  • Act as escalation point for all requests and incidents.
  • Ability to help diagnosis, document and resolve true Root Cause of production issues to eliminate reoccurance
  • Develop and mature phone/ticket escalation process to ensure free flowing escalation and information within the organization.
  • Takes initiative and action to respond, resolve and follow-up regarding other innovation team issues in a timely manner.
  • Maintain a high level of focus within the Infrastructure Engineering Team by prioritizing issues and communicating appropriately.
  • Ensure that the Teams maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge.
  • Develop clear and objective metrics to measure individual team members productivity
  • Ensure team partnership and business knowledge across the organization through job shadowing
  • Ensures customer service is embedded in the teams values and culture.
  • Manage, monitor, and report on new systems implementations are meeting service levels required to support and deliver an exceptional IT support environment.
  • Works closely with the Information Security during all new systems design and deployments to ensure company security policy, procedures and best practices are being followed to meet regulatory requirements.
  • Work closely with other Innovation Product Teams to ensure effective design, implementation and steady-state support of projects, solutions, and initiatives.
  • Provide appropriate documentation for all newly deployed solutions for easy transition to Enterprise Operational Support (E-OPS)
  • Provide Tier 3 On-Call support to our E-OPS Team during off-duty hours on weekdays, weekends, and holidays on a scheduled/rotating basis.
  • Ability to follow a structured change management / deployment methodology

Qualifications

  • Minimum of 6 years of progressive career advancement in IT Systems, new system deployments, cloud and Server Operations in relevant industry sectors managing multiple and complex IT Data Centers, Systems, and Cloud as well as on-premise IT Infrastructures
  • Minimum 4+ years of hands on technical knowledge Leading / Managing Teams large or small and experience with the following:
  • Cloud solutions implementation in an Agile Environment
  • Multi-domain Windows enterprise environment
  • Virtual servers in a VMWare environment
  • JIRA, Confluence, or similar ticket tracking and documentation system
  • Solarwinds, NetFlow or similar network monitoring tools
  • IT audit and compliance
  • Core Microsoft technologies including but not limited to Windows Servers, Active Directory, Office 365, MS SQL and core Network/Cisco technologies like LAN/WAN, subnets, firewalls, VLAN's, and VPN using Cisco switches, routers and ASA's
  • Minimum of 3 years comprehensive knowledge & technical experience of cloud systems (preferably AWS), deployment business systems, server technology, storage systems, information security and/or related data center technologies
  • Advanced network routing & switching a plus
  • Demonstrated ability to meet deadlines without compromising close attention to detail and accuracy
  • Assist in formulating and implementing procedures to improve IT service levels
  • ITIL standard practices and procedures a plus
  • Must be a team player
  • Detail oriented and strongly effective analytical skills
  • Ability to multi-task and work in a deadline driven environment without sacrificing customer service
  • The ability to quickly assess problems and find workable solutions
  • The skills to synthesize information, distill relevant facts and reach logical conclusions
  • Excellent interpersonal, written, and verbal communication skills

Supervisory Responsibility

This position has supervisory responsibility to manage a staff of Infrastructure Engineering (Server, Storage, Cloud and Network Infrastructure) personnel . The selected candidate is expected to oversee staff activities, administration and train, coach & mentor accordingly.

Work Environment and Physical Demands

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type/Expected Hours of Work

This is a full-time in office position with a work schedule of typically Monday-Friday with some schedule variations as needed on nights and weekends.

Travel

This position may require up to 10% travel.

EEO Statement

ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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