Job Description

The Director will manage a team of Engineers and Technicians responsible for maintaining a 99.99% uptime for data center and cloud infrastructure and related IT business services. The Director will be responsible for maintaining, monitoring, configuring, and supporting all US infrastructure. The Director will be the escalation point internal customer and break/fix issues, with ultimate responsibility for incident tracking, resolution, and reporting. The Director will be responsible for continuous platform improvements through the introduction of technologies that achieve a positive ROI and/or an improvement to the customer experience.

The Director is responsible for the 24 x 7 management and production operations for all infrastructure systems under the management. This includes all internally managed and outsourced engineering of the Enterprise Infrastructure Services including Windows, Unix, Linux, physical and virtual Storage (SAN, NAS services and backup/recovery systems), virtualization platforms, etc. This includes both on prem, datacenter and cloud infrastructure (Primarily AWS). Responsibilities include operational management (development through production); IT governance of these systems; global monitoring standards and observability; patch management currency; budgetary planning and management (capital and operational).

Responsibilities:

• Drive a cloud-first, automation-first operations strategy, leveraging AWS-native services, Infrastructure as Code (IaC), and event-driven automation to minimize manual intervention and improve operational efficiency.
• Lead the team in designing, implementing, and maintaining automated operational workflows using tools such as CI/CD pipelines, scripting (Python), and cloud-native automation frameworks.
• Establish and enforce observability standards across all platforms (on-prem and AWS), including logging, metrics, tracing, and AIOps-driven insights for predictive operations.
• Manage lifecycle of infrastructure assets across hybrid environments, including servers, storage, network devices, and cloud resources, with emphasis on cloud resource governance and optimization.
• Maintain 99.99% SLA uptime of production and production supporting infrastructure.
• Responsible for incident management and issue resolution processes, including establishment of monitoring and management of alerts, escalations, and notifications.
• Develop, document, and implement operating policies, methods, processes, measures, tools, MOPs, SOPs, and training programs.
• Manage MSPs and ensure SLA/KPI attainment and SOW compliance.
• Manage annual expense budgets.
• Support capacity planning for backup assets, power, network bandwidth, circuits, etc.
• Orchestrate and Lead Annual DR testing
• Implement and enforce change management process
• Advocate and enforce adherence to compliance (SOX, PCI, etc), as well as technological architectural designs and standards.
• Responsible for problem resolution and tracking of events using ticketing system.
• Lead the team ensuring stellar (i) customer service and compliance with customer Service Level Agreements (SLA), and (ii) IT business service reliability, availability, preventive maintenance practices, and readiness of network components. Active ITSM focus and continuous improvement by measuring and managing team against KPIs.
• Ensure that operation management policies, standards and procedures are properly implemented, enhanced, and maintained, including training, incident reporting and resolution, issue management, metrics collection, performance reporting, trend analysis, and Continuity of Operations (COOP).
• Responsible for developing and measuring the effectiveness of L3 support structures and approaches inclusive of measurement and improvement programs
• Ensures that L1/L2 service levels by supplier are maintained and continually improved upon and ensures all support and remediation processes and procedures are stringently followed.
• Key stakeholder and executive sponsor of Problem Management and Root Cause Analysis processes.
• Thought leader, evangelist and change agent for all tools and platform that support and influence the Core Operations Engineering function.

Essential Functions:

Essential Job Function

% of Time on Function

Infrastructure operations & uptime management

30%

Cloud strategy, automation & DevOps

20%

Incident, problem & change management

20%

Team leadership & vendor/MSP management

15%

DR planning, compliance & governance

10%

Budget & capacity planning

5%

Total

100%

Job Requirements:

• 10+ years managing mission critical hybrid (cloud/on Prem) infrastructure operations.
• 5+ years in a Director or Senior Manager role.
• 10+ years in mission critical, customer supporting/facing operations environment.
• Must have deep knowledge and experience with a broad range of technologies and operational disciplines, including:
  • AWS/Cloud Native Architecture, tooling and automation
  • Server Platforms, including Windows, Linux, Unix systems. Cisco UCS platform knowledge preferred.
  • Enterprise Storage systems, such as PURE, EMC SAN, NAS, Veeam or other enterprise backup systems, including libraries, ATLs, and VTLs
  • Fiber channel / fabric, such a Brocade or a Cisco director-class platform
  • Virtualization technologies, public and private cloud technologies. VMware, HyperV etc.
  • Infrastructure systems - DNS, SSL, Active Directory, FTP, enterprise batch / job management.
  • Application presentation platforms (Citrix)
  • Networking (TCP, Routing, Switching Firewalls, etc)
  • DevOps methodologies with expertise in Development Platforms, Automation, AI Tooling and CI/CD pipelines
  • Must be proficient with enterprise best practices, governance standards and operational frameworks including ITIL, ITSM, Agile Scrum.
• Extensive experience in Project Management, Incident Management, Change Management and Disaster Recovery.
• Experience managing distributed teams (including outsourced resources), along with multiple facilities. Ability to drive results, both within internal teams, and across multiple departments and business units. Must approach operations management with discipline and rigor.
• Excellent verbal and written communication skills, with ability to effectively translate and communicate complex technical information and risks to all levels of internal/external customers.
• Operate with sense of urgency commensurate with a mission critical environment (fix it first, protect the business mentality).
• Strong, senior level manager, with excellent interpersonal and presentation skills.
• Bachelor’s degree required (preference towards EE or CS); Master’s Degree preferred.

Minimum Physical Requirements:

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

Salary Range (Norwalk, CT): $157,592.85 - $210,123.80

Annual Bonus Potential: 20%

HomeServe USA is an equal opportunity employer.

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