Infrastructure Manager

Greetings from ACI

• Owning the Internal and external client satisfaction and experience
• Perform Infrastructure & application support leadership functions, such as defining strategy, measuring application performance, impact on infrastructure, defining KPI's, and mentoring team members.
• Balancing the day-to-day with the bigger picture and longer-term vision.
• Responsible for establishing and managing the IT production support budget.
• Responsible for managing Third Party Service providers, support desk etc.
• Responsive to a distributed / highly remote user base.
• Continue to build best in class Production support desk with service levels for identifying recurring issues and owning the resolution to completion
• Cultivate and build a Service Level Agreement and due date focused engineering culture.
• Collaborate with your peers and leadership to help define our technical direction and product/project roadmaps.
• Communicate frequently with all stakeholders to provide project status, risk analysis, technical recommendations and resource constraints that may impact strategic direction.
• Troubleshoot production issues and support triage, reporting and correction of production software.
• Participate in SOC 1 & SOC2 accreditation.

• Comfortable working hands-on while leading and growing a small team.
• Demonstrated experience managing IT support teams and developing direct reports through promotion, performance review communication, accountability, motivation/engagement.
• Demonstrated experience with any public cloud.
• Deep understanding of how to build an efficient IT support operation including proactive monitoring and high levels of automation.
• A history of working in fast-moving environments handling multiple, competing priorities.
• Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
• Bachelor's degree in Computer Science or equivalent experience a plus.