Director, Infrastructure & Operations

Director, Infrastructure & Operations

The Director, Infrastructure & Operations is responsible for leading the organization's enterprise technology infrastructure and operational support functions. This role oversees the strategy, architecture, delivery, and continuous improvement of on-premises and cloud infrastructure, with primary emphasis on the reliability, security, scalability, and performance of the organization's on-premises data center and infrastructure environments. The Director leads teams responsible for servers, storage, databases, networks, virtualization platforms, end-user computing, disaster recovery, and cloud services while aligning technology operations with business objectives and regulatory requirements.

Essential duties and responsibilities include the following. Other duties may be assigned.

• Develop and execute an infrastructure and operations strategy aligned with business priorities, with on-premises infrastructure as the core environment and cloud services adopted selectively where they provide business value.
• Lead modernization initiatives across data centers, compute, storage, networking, database, virtualization, automation, and cloud platforms.
• Drive operational excellence, resilience, standardization, automation, and continuous improvement.
• Evaluate relevant technologies and industry trends to support business growth, risk reduction, and long-term sustainability.

• Ensure 24x7 availability, monitoring, support, and continuous improvement of critical enterprise systems and infrastructure services.
• Oversee incident, problem, change, capacity, configuration, and service management processes.
• Establish, monitor, and report service level agreements, performance measures, and operational health indicators.
• Serve as an executive escalation point for infrastructure, application, systems, network, database, and vendor-related operational issues.
• Maintain current standard operating procedures, policies, support documentation, communications, and knowledge resources.

• Lead the management and evolution of enterprise infrastructure across on-premises and cloud environments.
• Oversee data center operations, server infrastructure, virtualization platforms, storage systems, backup and recovery solutions, networking, databases, telecommunications, end-user platforms, and cloud services.
• Ensure infrastructure capacity, availability, performance, security, and resiliency meet business and operational requirements.
• Develop and execute lifecycle management strategies, including hardware refreshes, software upgrades, technology currency, and platform modernization.
• Own disaster recovery, business continuity, backup, restoration, and high-availability strategies for critical enterprise systems.
• Oversee infrastructure provisioning, production deployments, operational validation, monitoring, and performance tuning.

• Partner with cybersecurity, risk, privacy, and compliance teams to maintain a secure and compliant infrastructure environment.
• Ensure infrastructure operations comply with applicable regulatory requirements, contractual commitments, security standards, and corporate policies.
• Oversee vulnerability remediation, patch management, platform hardening, privileged access controls, backup integrity, and disaster recovery testing.
• Maintain audit-ready documentation and evidence for infrastructure controls and operational processes.

• Develop and manage infrastructure operating and capital budgets, forecasts, and investment priorities.
• Oversee contracts, product licensing, subscriptions, managed services, and strategic vendor relationships.
• Ensure appropriate service and licensing coverage while identifying opportunities for cost containment, consolidation, and value optimization.
• Monitor vendor performance, service commitments, risks, and remediation plans.

• Lead, mentor, and develop infrastructure and operations managers and technical professionals.
• Establish clear objectives, accountability, succession plans, and career development opportunities.
• Build a high-performing culture focused on customer service, collaboration, ownership, disciplined execution, and continuous learning.
• Plan workforce capacity and maintain effective on-call and escalation coverage for 24x7 operations.

Manages assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action…