Dir IT Infrastructure & Ops

Overview

The Dir of IT Infrastructure & Ops role is to plan, organize and manage staff and overall operations to ensure the stable operation of the organizations IT infrastructure. This includes developing, maintaining, supporting, monitoring and optimizing key functional areas, particularly network infrastructure, server infrastructure, data communications, telecommunications systems and the service desk. Schedule and direct activities to resolve hardware and software problems in a timely and accurate fashion.

Responsibilities

Strategy & Planning

• Design and implement short and long term strategic plans to ensure infrastructure capacity meets existing and future requirements.

• Develop, implement and maintain policies, procedures and associated training plans for infrastructure administration, network operations center, computer operations, service desk and project management.

• Oversee all reports and documentation related to network and systems operations.

• Develop maintenance schedules for network and system equipment.

• Develop and implement all functional policies and procedures, including those for network architecture, standards, purchasing and service provision.

• Conduct research and make recommendations on products, services, protocols and standards in support of all infrastructure procurement and development efforts.

• Establish service level agreements with business units.

• Manage and administrate entire telecommunications infrastructure and its associated software, including PBX's, call management systems, voice mail, interactive voce response and video conferencing systems.

• Develop long range telecommunications development plans in accordance with stated business strategy.

Acquisition & Deployment

• Prepare RFP's, bid proposals, contracts, scope of work reports and other documentation for infrastructure projects and associated efforts.

• Negotiate with vendors, outsources and contractors to secure infrastructure specific products and services.

• Assist with the planning and deployment of infrastructure security measures.

Operational Management

• Manage and set priorities for the design, maintenance, development and evaluation of all infrastructure systems, including LAN's, WAN's, Internet, Intranet, Security, Wireless Implementations and so on.

• Define hardware and software standards in conjunction with owners and stakeholders.

• Test network performance and provide network performance statistics and reports; develop strategies for maintaining network infrastructure.

• Test server performance and provide network performance statistics and reports; develop strategies for maintaining server infrastructure.

• Manage the deployment, monitoring, maintenance, development, upgrade and support all IT systems, including servers, PC's, operating systems, hardware, software and peripherals.

• Practice IT asset management, including maintenance of component inventory and related documentation.

• Manage operations staffing, including recruitment, supervision, scheduling, development, evaluation and disciplinary actions.

• Oversee operations related projects and project portfolio.

• Assist in the provisioning of end-user services, including help desk and technical support services.

• Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.

• Design and enforce request handling and escalation policies and procedures.

• Must be available for supporting the business after hours, both planned or unplanned.

Qualifications

Formal Education & Certification

• Four (4) year university degree or college diploma in the field of Computer Science and/or fifteen (15) years equivalent work experience.

• Certifications in any area of Information Technology disciplines are desired.

Knowledge & Experience

• Ten (10) years' experience managing and delivering infrastructure design and operational excellence.

• Exceptional knowledge of service and application delivery, as well as successful service level agreement accomplishments.

• Five (5) years successful leadership of a team.

• Hands-on experience in troubleshooting hardware.

• Knowledge of current protocols and standards.

• Experience in technology procurement and managing expenses.

• Experience in interpreting the applicability of local, state and federal laws/regulations to company operations.

• Proven experience in supporting a 24-h4 business operation.

• Casino Gaming environment experience desirable.

Technical Expertise

• Five plus (5+) years of IBM AS/400 experience, including system administration.

• Ten plus (10+) years of experience in a Microsoft Windows server environment, with a minimum of fifty (50) servers.

• Ten plus (10+) years of experience in a Cisco network environment.

Personal Attributes

• Ability to make sound and logical judgments.

• Demonstrated leadership and personnel/project management skills.

• Good understanding of the organization's goals and objectives.

• Strong interpersonal, written and oral communication skills.

• Ability to perform general mathematical calculations for the purpose of creating needs assessments, budgets and so on.

• Able to conduct research into issues and products as required.

• Ability to prioritize and execute tasks in a high pressure environment and make sound decision in emergency situations.

• Ability to present ideas in a user friendly language.

• Highly self-motivated and directed.

• Keen attention to detail.

• Proven analytical and problem solving abilities.

• Strong customer service orientation.

• Experience working in a team oriented, collaborative environment.