Position at The Pasha Group

Job Summary
The Director, IT Infrastructure and Operations is responsible for the direction and management of all system infrastructure, network operations, service desk, and digital workplace innovation.

Primary Objectives

• Maintain production environments and network technologies at all times, ensuring high levels of security, reliability, and availability.
• Manage teams of Network and System Engineers and the Helpdesk/Service Desk.
• Support multiple lines of business and products from an application, hosting, server infrastructure, and network infrastructure perspective.
• Develop and maintain meaningful and collaborative partnerships with business leaders that contribute to lean and agile organizations.

Duties and Responsibilities

• Act as an IT visionary and advisor to senior management as it pertains to production and operations support in a current state while also enabling business scale/growth.
• Develop IT strategy, goals, and metrics in support of the company's mission, strategy, and objectives as it pertains to production and operations support.
• Oversee the design, implementation, support, and maintenance of the company's servers, systems and networks, including cloud hosting.
• Partner with Cybersecurity, Enterprise Architecture, Product Management, and Business Intelligence teams to develop, implement, and support solutions across the enterprise.
• Continuously understand and introduce cost-effective solutions and innovation for improving quality and reducing overall infrastructure-related cost, where possible.
• Collaborate and consult with internal teams as well as vendors and manufacturers to research and introduce best practice solutions to improve upon support and operational need, leveraging Cloud technologies where appropriate.
• Work with various teams throughout IT and business units to identify opportunities to improve upon the delivery and execution of production and operational support.
• Design, deploy, and maintain the Company's disaster recovery infrastructure and program.
• Lead troubleshooting and resolutions efforts.
• Negotiate and communicate service level agreements with internal stakeholders, serving as the IT infrastructure representative with business steering committees, ensuring IT and business alignment.
• Negotiate and communicate service level agreements with external customers and service providers. Monitor service delivery to ensure compliance.
• Direct the preparation and implementation of policies, procedures, and standards related to supporting applications, server infrastructure, and networks.
• Recruit, motivate, and develop a talented staff and establish a clear definition of functional excellence in operations support.
• Build and lead a flexible, responsive, organization that has a high sense of urgency, is very customer-oriented, and value driven.
• Define goals and objectives for training to support department objectives and initiatives.
• Approve expenditures within established limits, and delegates' approval and clear limits to direct reports when appropriate in conformance with division policy.
• Monitor delivery of service to maintain high levels of quality and business practices that meet and exceed established standards. This includes optimal safety practices, full regulatory compliance, and operational readiness.
• Work with corporate human resources regarding all terminations, job description changes, FTE increases or decreases, exempt hiring, promotions, and personnel procedures and guidelines.
• Other duties as assigned.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Bachelor's degree in Computer Science or related field or equivalent combination of coursework and experience in directly-related field required

Licenses and Certifications

• Transportation Worker Identity Credential (TWIC) required

Work Experience

• 10+ years of directly related network operations experience required
• 5+ years of experience in a management and leadership positions within network operations required
• 5+ years of experience administering Microsoft Azure, including network configuration, IaaS, Platform integration, and cost management strategies required
• 10+ years of experience with administering Microsoft Server Operating Systems, Active Directory, Exchange, IIS, and SQL required
• 10+ years of experience administering firewalls, DNS, SSL Certificates, SD-WAN, and related network technologies required
• Proven IT background with experience in SLA, incident and problem management, Software as a Service, various versions of Windows and Unix required

Required Knowledge, Skills and Abilities

• Advanced knowledge of network and system architectures.
• Demonstrated knowledge of network monitoring tools.
• Advanced system and network troubleshooting skills.
• Well-developed ability to negotiate, influence, and persuade others.
• Proven ability to work in a fast paced environment, prioritize projects and deliverables, and interact effectively with cross-functional teams.
• Strong organizational, written and verbal communication skills.
• Demonstrated ability to lead the problem management team, set expectations, urgencies, and priorities.
• Demonstrated ability to triage a situation, communicate accordingly, and lead resolution efforts from start to finish.
• Strong transaction processing systems background.
• Excellent quantitative and analytical thinking skills.
• Excellent verbal and written communication skills.

Competencies

• Builds High-Performing Teams Selects, organizes, and motivates colleagues to work together in a committed way to achieve a common mission and ensures a pipeline of talent for the future.
• Delivers Results Rigorously drives self and others to achieve high levels of individual and organization performance.
• Engages & Inspires Others Leads with energy, self-confidence and understanding in ways that motivate colleagues to achieve more than they thought possible.
• Focuses on the Customer & Market Continuously evaluates what is important to the customer/client and develops products or solutions that exceed expectations.
• Makes Sound Business Decisions Makes timely and well-informed decisions that advance critical priorities, capitalize on new opportunities, and resolve problems.
• Partners Across Boundaries Works collaboratively and effectively with colleagues throughout the company toward the common good of The Pasha Group.
• Practices our Values Supports and models The Pasha Way; conduct reflects Excellence, Honesty, Integrity, Innovation and Teamwork.

PHYSICAL DEMANDS, WORK ENVIRONMENT, AND TRAVEL
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Hear and speak with sufficient clarity to understand and engage in telephonic information exchange; hear and understand verbal instructions; give and receive information verbally in person or via communication device - Often
• Walk/travel within office environment, crouch/bend to access floor-level storage - Often
• Use hands/fingers to operate office equipment, type/complete data input, write - Often
• Reach with hands, arms; lift, move and manipulate objects weighing up to 20 pounds - Regularly
• Sight sufficient to read instructions, documents, and screen-based information - Often
• Use hands/fingers to manipulate and file documents, folders, small objects - Regularly

Working Environment
This role requires work that may involve the following environmental conditions:

• Corporate office environment

Travel
Occasional This position requires work outside of business hours when a business critical incident that requires immediate attention arises. Periodic travel may be required as well.

Screening Requirements
Background Checks

Must be fully vaccinated against COVID-19, except as prohibited by law.
The information included in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive or exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.