Manager of Infrastructure

The Manager of Infrastructure is responsible for the availability, performance, security, and operational maturity of internal and client-facing infrastructure services, including systems, network, cloud, virtualization, backup, and monitoring platforms. The role ensures that contractual SLAs are met, escalations are handled effectively, operational risks are controlled, and teams follow disciplined processes for incident, change, problem, capacity, vulnerability, and service management. This is a hands-on leadership role requiring strong infrastructure operations experience, practical knowledge of security and compliance practices, and the ability to lead technical teams, vendors, and client-facing delivery activities.

• Lead day-to-day operations for client and internal infrastructure services across Windows, Linux, networking, AWS cloud, VMware/private cloud, storage, backup, and monitoring environments.
• Own infrastructure availability, uptime, service quality, and SLA compliance for assigned client and internal environments.
• Ensure client contractual expectations are delivered within agreed SLA, scope, and operational governance standards.
• Review infrastructure health, alerts, incidents, recurring issues, capacity trends, backup status, patch compliance, and service risks on a regular basis.
• Maintain operational readiness for 24x7 support, on-call coverage, escalation handling, and client communication during critical incidents.

• Lead major incidents and infrastructure escalations, ensuring timely coordination, technical ownership, and communication with stakeholders.
• Ensure Root Cause Analysis is completed for critical incidents, including corrective actions, preventive actions, and follow-up tracking.
• Drive problem management for recurring infrastructure issues and reduce repeat incidents through permanent fixes and process improvements.
• Enforce change management discipline, including impact analysis, risk assessment, rollback planning, maintenance windows, approvals, and post-change validation.
• Ensure escalated issues are addressed by the appropriate skill level and that established service levels are consistently achieved.

• Coordinate with security teams to support vulnerability remediation, patching, hardening, access reviews, incident response, and audit requirements.
• Ensure infrastructure teams follow secure operational practices for privileged access, service accounts, backups, firewall/network changes, and system configuration.
• Support risk identification and mitigation activities related to infrastructure availability, performance, security, and compliance.
• Promote a strong operational risk management mindset while maintaining client satisfaction and service reliability.

• Identify opportunities to improve operational efficiency through automation, standardization, monitoring improvements, and repeatable workflows.
• Develop, maintain, and improve policies, procedures, SOPs, runbooks, checklists, and internal training materials.
• Design, monitor, and refine work processes so issues are resolved efficiently and at the correct support level.
• Ensure operational knowledge is documented and shared across teams to reduce dependency on individuals.

• Manage and coordinate with OculusIT partners, vendors, and OEM support teams for service delivery, escalations, renewals, and new service implementation.
• Review vendor performance, support cases, service quality, and payment approvals related to infrastructure services.
• Provide technical input to client discussions, solution reviews, pre-sales, and service improvement conversations when required.
• Work with product and service leadership to provide feedback on existing service packages and identify operational improvement opportunities.

• Plan staffing requirements and work with Talent Acquisition to interview, recruit, retain, and train infrastructure team members.
• Coach, mentor, and develop team…