Job Description

The Manager, Infrastructure Operations oversees the day-to-day operations of back-office server, network, and cloud infrastructure environments that support NextGen Healthcare employees and contractors. This role leads a team of engineers and administrators responsible for the reliability, security, performance, and availability of key services, including Microsoft 365, MFA, VPN, telecommunications, and related AWS cloud environments. The Manager partners with senior leadership and cross-functional stakeholders to implement infrastructure strategies, drive operational improvements, and support a stable and secure enterprise environment.

Job Responsibilities

• Provide day-to-day leadership, direction, and coaching to infrastructure operations team members.
• Lead and develop a team of engineers and administrators to support performance, engagement, and professional growth.
• Partner with leadership and business stakeholders to understand requirements, prioritize work, and translate operational needs into infrastructure support and improvement plans.
• Maintain regular communication with internal stakeholders regarding infrastructure operations, service performance, priorities, and issues.
• Support budgeting, resource planning, and vendor coordination for infrastructure services.
• Oversee implementation and support of enhancements to existing infrastructure, systems, applications, and networks.
• Contribute to the evaluation of software, systems, and services to support operational needs and purchasing decisions.
• Manage vendor and service provider relationships to ensure service quality, compliance with expectations, and alignment with organizational objectives.
• Execute against established infrastructure roadmaps, including cloud adoption, optimization, automation, and operational improvement initiatives.
• Apply and enforce established best practices, policies, procedures, and operational standards to ensure system reliability, scalability, and security.
• Monitor system performance, utilization, and capacity; troubleshoot issues; and drive corrective actions and continuous improvement.
• Support compliance with internal and external standards and frameworks, including ITIL, SOC, and HITRUST.
• Collaborate with cross-functional teams to support infrastructure-related projects and operational initiatives.
• Perform other duties that support the overall objective of the position.

Education

• Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or a related field
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience

• 7+ years of progressive IT experience, including 2+ years of experience leading teams.
• Experience supporting network, systems, and infrastructure operations in enterprise environments.
• Experience implementing, maintaining, and improving infrastructure solutions and services.
• Working knowledge of network planning, infrastructure security principles, and communications systems.
• Hands-on experience with infrastructure, network, and security technologies, including firewalls, switches, routers, VPN, identity and access technologies, and cloud platforms such as AWS.
• Experience working with vendors, service providers, and cross-functional stakeholders to support operational delivery.

Knowledge, Skills, Abilities:

• Knowledge of: AWS administration and implementation. Applicable data privacy practices and laws. Network and infrastructure protocols and standards, including LAN, WAN, WLAN, TCP/IP, DNS, UDP, VoIP, QoS, BGP, OSPF, NHRP, PPP, and MPLS. Identity and access management technologies, including Active Directory, MFA, VPN, LDAP, Kerberos, SAML, and RADIUS. Infrastructure operations, system availability, performance monitoring, and capacity planning. Operational controls, security practices, and compliance requirements in enterprise environments.
• Skill in: Leading and mentoring technical teams. Operational planning and execution. Project coordination and prioritization. Analytical and problem-solving techniques. Stakeholder communication and relationship management. Vendor coordination and service oversight. Written, verbal, and interpersonal communication. Delivering strong customer service in a technical environment.
• Ability to: Communicate technical concepts in both technical and user-friendly language. Prioritize and execute work in a high-pressure environment. Lead teams in a collaborative, service-oriented environment. Balance operational demands with longer-term improvement efforts. Identify issues, recommend solutions, and drive follow-through. Maintain attention to detail while managing multiple priorities.

NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.