Manager, Infrastructure Operations

Job Summary:

The Infrastructure Operations Manager will be responsible for managing a team of System Administrators and Engineers who oversee the implementation, upgrades, patching, maintenance, performance, reliability, and scaling of compute and storage infrastructure and supporting systems. The role involves establishing well-defined procedures and processes, overseeing support and operational SLAs, maintaining high standards of infrastructure performance and reliability, and leading initiatives to optimize and scale our systems.

Role and Responsibilities:

• Team Management:

  Oversee and mentor the team members within the Operations team. Perform managerial tasks such as hiring, employee performance feedback, goal setting, and performance appraisals under HR guidance. Work on career development and training plans for direct reports that align with company and departmental goals. Manage shift rotations, PTO\FTO, and on-call schedules as needed to provide 24/7 coverage. Foster a collaborative and innovative team culture to drive excellence and continuous improvement.

• Infrastructure Deployments:

  Work with project managers and the team on execution of implementations of new infrastructure. Review feature changes with any new versions. Support application deployments with provisioning of required infrastructure.

• Infrastructure Maintenance:

  Ensure the ongoing maintenance, performance, and reliability of on-prem and public cloud compute and storage infrastructure. Coordinate and plan changes with the required teams for any required maintenance and ensure that the Change Management process is followed.

• Vendor Management:

  Manage and maintain relationships with vendors and support or service contracts. Periodically review vendor performance and drive service improvements as needed to ensure services are delivered per expectations. Assist with contract renewals.

• Infrastructure Service Management:

  Act as service owner for identified services. Review KPIs for infrastructure services to identify areas of service improvement. Review staffing requirements for each service area and identify SMEs to ensure support needs are met. Support the training and transition of services to Operations team members as needed.

• Support Escalations:

  Collaborate with Technology Services & Support teams and provide advanced troubleshooting assistance on high impact support issues. Manage SLAs and work with the management team on escalations and communications.

• Improvement Plans:

  Work with teams on defining improvement plans to increase reliability and/or performance as needed. Work with project managers or manage the execution of tasks.

• PowerShell Scripting:

  Oversee the development and maintenance of PowerShell scripts as needed to automate tasks and improve operational efficiency. Ensure scripts are accessible in script library and follow defined best practices for security and compliance.

• Performance Monitoring:

  Monitor infrastructure performance and proactively identify and resolve issues to ensure optimal functionality and user experience. Collaborate with cross-functional teams to ensure coordinated efforts in maintaining and enhancing performance.

• Documentation:

  Create and maintain comprehensive documentation related to operations, including processes, SOPs, and troubleshooting guides. Identify gaps in documentation and procedures and work with the team to close those gaps.

• Process Improvement:

  Work with management and leadership in making process improvements to improve efficiencies within the team or elevate partner support.

• Data Protection:

  Manage data protection and disaster recovery solutions to ensure data protection. Facilitate annual disaster recovery tests and ensure RPO and RTO targets are met.

• Security Compliance:

  Ensure compliance with all relevant regulations and industry standards related to eDiscovery applications. Ensure that all security policies are followed such as least privileged access and password policies.

• Certifications:

  ITIL v3 or ITIL v4 Foundations certification, Microsoft, AWS

• Education:

  Bachelor s degree in Computer Science, Information Technology, or a related field with equivalent experience.

• Experience:

  Minimum of 10 years of proven experience in IT operations.

Technical Skills:

• Windows Server Operating Systems, Windows Clustering Services, Hyper-V, Active Directory, Storage Services.
• Strong leadership and team management skills, with a track record of effectively leading technical teams.
• Deep understanding of IT infrastructure with experience in implementation, upgrades, patching, and maintenance.
• Experience with performance monitoring, troubleshooting, and optimization.
• Strong foundational understanding of IT infrastructure and Microsoft SQL Server.
• Proficiency in PowerShell scripting.
• Excellent problem-solving skills with a keen attention to detail and the ability to work under pressure.
• Strong communication and collaboration skills across multiple teams in different time zones and geographies
• Knowledge of industry regulations and standards related to eDiscovery is a plus.
• Occasionally working evenings or weekends as required supporting the team for scheduled or emergency maintenance.

Preferred Requirements:

• Associate degree in business administration, communication or related field and/or any technical degree highly preferred.
• 5+ years of experience managing a team of up to 20 direct reports at multiple locations preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer..

Benefits & Work Conditions:

• 100% Telecommute positions
• Medical Insurance
• Flexible Time Off (FTO)
• Shift and Holiday Allowance

About the Business:

Repario is an international, end-to-end eDiscovery service provider founded in 2023. Established via the merger of five established eDiscovery companies, each bringing their own expertise and specialty areas to our consolidated practice, Repario offers a comprehensive suite of services unmatched elsewhere in the industry. We provide expert digital forensics, incident response, and eDiscovery solutions focused primarily on the legal sector. We are a growing, entrepreneurial company seeking top-tier talent to help us provide exceptional value to our existing clients, while assisting in growing our market share and geographic footprint. We prioritize accuracy, security and timely delivery and are dedicated to providing our clients with the highest level of service and support.