Systems Infrastructure Operations Manager

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leads day-to-day operations for the enterprise Windows, Linux, Active Directory, DDI (DNS, DHCP, and IP Address Management), Certificate Services (PKI), and VMware environment. This role owns operational execution and stability of the WINTEL platform, delivered by a hybrid team made up of full-time operations staff and a managed services provider (MSP), and is accountable for availability, performance, incident management, and operational compliance.

This position partners with the Systems Infrastructure Engineering team and the Technical Architect, who own platform engineering strategy, design, and standards, to ensure the team executes operations reliably against those standards. This role also partners with Security, Network, Application, and Project Management teams, and drives adoption of automation across the team to reduce manual effort and improve consistency.

This role carries direct people management responsibility for the Systems Infrastructure Operations team and is accountable for hiring, performance management, mentoring, vendor and managed services relationships.

Own day-to-day operational execution for the Windows, Linux, Active Directory, DDI, Certificate Services (PKI), and VMware environment, delivered by the team. This includes patching and maintenance windows, standard changes, service requests, and P3/P4 ticket resolution. Hold the team accountable for completing this work on schedule, within SLA, and in compliance with approved standards and change processes.

Drive continuous improvement across day-to-day operations, including identifying manual, repetitive, or error-prone processes and championing automation to reduce effort and improve consistency. Own the quality and currency of operational documentation, including knowledge base articles and runbooks, so that recurring issues and routine tasks can be resolved quickly and consistently across the team.

Lead forward-looking planning for the operations organization, including capacity planning, infrastructure resource right-sizing, and budget stewardship, including contract costs, tooling, and licensing spend. Partner with the Systems Infrastructure Engineering team and Technical Architect to ensure operational input feeds their longer-term platform planning.

Own escalation and exception handling for anything outside the normal day-to-day, including P1/P2 incidents as well as other non-standard operational issues that fall outside routine BAU work. Serve as incident command for business-critical issues, directing the team through detection, triage, and resolution. Escalate design-level or architectural root causes to the Systems Infrastructure Engineering team and Technical Architect, and drive post-incident review and remediation tracking.

Perform additional operational or cross-functional duties as assigned by IT leadership, including support for audits and compliance activities such as SOX, PCI, and PII, and special projects outside the standard scope of this role.

Occasional travel may be required to support datacenter…