Infra & Operations Lead

Overall Infrastructure Lead

Position Overview

The Infrastructure Overall Lead (L8) is responsible for providing technical leadership and operational oversight for IT infrastructure services. This role acts as the first line of defense for issue resolution, manages critical incidents, and ensures high availability and performance of IT systems and Cloud Infrastructure (AWS, GCP or OCI). The ideal candidate will have extensive experience in IT infrastructure, strong leadership skills, and the ability to collaborate across multiple technical and business teams.

Key Responsibilities

• Serve as the first line of defense to investigate and resolve problems for IT systems across infrastructure, engineering, Cloud operations, and technical refresh domains.
• Provide initial assessments, coordinate with infrastructure SMEs for issue/problem resolution, and work directly with the Manager on infrastructure service lane issues.
• Collaborate and maintain continuous communication with other service leads (Network, Service Desk, Deskside Support, Cyber, Public cloud) and the Manager in the IT Operations Center to resolve problems.
• Initiate and lead the crisis action team for critical issues within the service lane.
• Act as the primary technical interface concerning the Center of Excellence (COE), track all planned/emergency maintenance actions related to infrastructure, and coordinate with the Operations Support Team to develop knowledge articles.
• Manage all operations-related processes for sustaining operational baselines.
• Support and maintain Service Level Agreements (SLAs) of 99.9% availability.
• Brief technical status updates to internal and external customers, as well as program and agency leadership.
• Provide technical execution oversight during operational incidents.
• Facilitate collaboration across all operations teams.
• Collaborate with stakeholders on enterprise projects and activities.
• Lead the collection and dissemination of operational metrics.
• Interact with personnel and senior executives on technical considerations and decisions.

Educational Qualifications

• Bachelors degree required (in Computer Science, Information Technology, Engineering, or a related field preferred).
• Minimum of 8 years of IT infrastructure experience (e.g., systems engineer/admin, network engineer/admin, Cloud Engineering).