IT Manager – Infrastructure Operations, Automation

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Oversee 24x7 infrastructure visibility, event management, observability, automation, and service reliability for clinical and business technology services.

• Manage daily infrastructure operations and ensure 24x365 on-call availability.

• Handle runbooks, escalation procedures, event triage, operational KPIs, monitoring enhancements, operational preparedness, automation, resilience, and disaster recovery strategies.

• Foster the development of the operations team through coaching, performance management, training, career development, succession planning, and staffing coverage.

• Take ownership of major incident escalation, root cause analysis, corrective actions, risk-assessed changes, stakeholder communications, and continuous improvement of processes.

• Direct customer engagement, interdepartmental communication, vendor and contract management, operating and capital budgeting, project planning, network design assessments, production transitions, documentation, monitoring, training, information security, and protection of confidential information.

• Define the strategic direction for enterprise desktop, server, storage, data management, database technologies, and/or data center operations.

• Assess, recommend, and implement best practices and technologies for infrastructure, including high-availability and disaster-recovery solutions.

• Review and assess project requests, production support, and modifications to software or hardware; identify technical requirements and manage implementation timelines.

• Set requirements for capacity, performance, availability, and recoverability.

• Coordinate and evaluate the work of technical staff and conduct performance reviews.

• Forecast long-term staffing and budget needs.

• Develop infrastructure policies, procedures, and service offerings.

• Establish and review processes for capacity, availability, service continuity, change management, and configuration management.

• Explore and implement technologies and processes to enhance process maturity.

• Ensure comprehensive documentation and understanding of enterprise infrastructure.

⛳️ Requirements

• Bachelor's Degree.

• Degree in Information Technology, Computer Science, Engineering, or a related field, or an equivalent combination of education and experience.

• 7+ years of relevant experience.

• 3+ years of experience leading an IOC, command center, monitoring, or automation team.

• ITIL Foundation certification or equivalent experience with IT service management frameworks.

• Proficient understanding of enterprise infrastructure technologies, including network, telecommunications, computing, storage, cloud, and endpoints.

• Practical experience with enterprise monitoring, observability, and event management platforms.

• Familiarity with ServiceNow or a similar IT service management platform, including monitoring tool and ticketing workflow integrations.

• Knowledge of scripting and automation technologies such as PowerShell, Python, Ansible, REST APIs, or orchestration platforms.

• Capability to lead engineers focused on building and maintaining automation.

• Strong analytical skills with a data-driven approach to problem-solving and the ability to define and report on operational KPIs.

• Excellent interpersonal skills and demonstrated leadership abilities.

• Proficiency in managing uncertainty and guiding resources to meet deadlines.

• A Master's Degree in Computer Information Systems, Business Administration, Healthcare Administration, or a related field is preferred.

• Experience with AIOps, event correlation, alert noise reduction, or self-healing automation is advantageous.

• Experience in building or leading an SRE team or practice, which includes SLIs, SLOs, error budgets, toil measurement, and blameless post-incident reviews, is beneficial.

• Experience managing blended onshore/offshore teams and managed service suppliers under contractual service levels is an advantage.

• Familiarity with hybrid cloud environments and modern automation/orchestration tools is desirable.

• Knowledge of regulatory and contractual compliance is a plus.

• Experience within a complex healthcare organization is beneficial.

• Ability to convey complex technical concepts to both technical and non-technical audiences is desired.

🏝️ Benefits

• Full-time employment.

• Day work shift.

• 40 scheduled hours per week.