Job Description
The position of IT Operations Lead plays a leadership role around the maintenance of the network and server infrastructure through regular maintenance, configuration and upgrades, and provides support for issues/incidents related to those components. In addition, this position provides support for critical business applications by working closely with internal team members as well as external vendors. Here’s what you can expect in the way of specific job responsibilities as well as time allocation estimates:
Responsibilities
- Network and Server Infrastructure Leadership (40%)
- Maintain IT systems: firewalls, switches, routers, access points, servers, anti virus, email filtering and miscellaneous software with focus on business value, security, and availability
- Review and apply relevant patches and configurations on a regular basis to keep systems secure and performing optimally
- Collaborate with peers and manager in planning network and server infrastructure lifecycle, establish roadmap for upgrades/replacement as necessary
- Ensure systems are monitored for availability, performance and security
- Participate in IT Audit and respond to auditor requests
- Develop, document and maintain procedures and system documentation
- Remain connected and up-to-date on new technology releases and new technical innovations, recommend actions for our infrastructure
- Support IT Director in training junior team members through collaboration on projects
- Participate in IT planning and budgeting
- Projects (30%)
- Proactively identify needs, evaluate and implement technology solutions to solve business problems, reduce risk and make employees more efficient
- Manage projects effectively, delivering them as per agreed upon scope, schedule and budget
- Collaborate with and/or manage vendors as needed; provide input on vendor selection; select vendors where appropriate
- Provide analysis and input on product selection and project architecture; make product and architecture decisions where appropriate
- Support (30%)
- Provides technical support for onsite and remote end users at multiple sites, both on infrastructure and applications
- Promptly respond to outages and incidents in a timely fashion, including outside business hours
- Serve as second/third tier and backup for end-user support issues as needed
- Work with internal team members and vendors to resolve business applications bugs/issues in a timely manner
- Proactively communicate status updates regarding high impact outages/issues
- Track tickets and incidents in ticketing system as defined by IT procedures
- Track and report on open business applications issues on a regular basis
Qualifications
- 5 or more years of experience with networking technology including firewall, TCP/IP, VPN, VLANs, DHCP, DNS, FTP/SFTP, wireless
- 5 or more years of experience working with server and storage technology including server hardware, VMware, SAN, NAS, Windows, Active Directory
- 3 or more years of experience deploying and managing cloud-based solutions: email (Office365), DNS, Azure AD
- Experience managing/providing support for critical business applications such as ERP, CRM, WMS
- General understanding of n-tier application design, relation databases and application integration
- Experience with security technology and best practices including antivirus, email and web filtering, password management, mobile device management, auditing and permissions, server hardening, encryption, two factor authentication, SSO
- A+, Network+, Security+, and/or MCSA certifications, or similar, are a plus
- Experience with specific tools a plus: Mimecast, Veeam, TrendMicro, 8x8 phone system
- Strong verbal and written communication skills
- Strong technical, troubleshooting, and problem-solving skills
- Ability to move with a sense of urgency to solve problems, make improvements, and drive projects forward
- Organized and detailed oriented
- Able to work independently and within a team environment with minimal instruction
- Is trustworthy – follows company policies, makes and keeps commitments, never betrays confidentiality
