Director of Infrastructure Services

Location
Arlington, Virginia
Posted
Jul 24, 2018
Closes
Aug 28, 2018
Function
IT
Hours
Full Time

The Director of Infrastructure Services is responsible for managing the IT operational teams that support the technologies used at NCB.  The Director of Infrastructure Services is responsible for developing and establishing IT standards and procedures and will oversee all IT operations activities.  The position also has responsibilities for the analysis, design, deployment, and operations of IT software and hardware systems supporting the business. This individual will work closely with the IT leadership team and business units to ensure alignment with the Bank’s objectives.  The ideal candidate must have strong leadership and personnel management skills to effectively and efficiently manage IT staff.

Operational Management:
· Oversee all aspects of IT department operations including Network Operations, Network Security Operations, and Service Delivery (hereafter “the Team”). Team functions include, but are not limited to, service level monitoring and reporting, event management, incident management, problem management, request fulfillment, access management, capacity management, availability management, risk management, service continuity, knowledge management, and compliance. 
· Lead direct report personnel and facilitate management of indirect report personnel including performance evaluation, resource allocation, coverage, scheduling, conflict resolution, and skills development.
· Manage the day-to-day operations of the Team in meeting confidentiality, integrity and availability (CIA) targets, change management, problem response, and incident response.
· Work with peers to facilitate completion of IT projects through allocation of Team resources to project tasks and monitoring completion of assigned tasks against objectives, timelines and budgets.Maintain, monitor and report on Key Performance Indicators and Key Risk Indicators that track the delivery of IT services and other key IT performance metrics.
· Seamlessly work with Information Security team to achieve bank objectives within a three lines of defense framework.
· Maintain overall security of the Bank’s network, systems, and data per policy.
· Develop and manage relationships with vendors in support of IT operations and systems.
· Champion and model a high performance, overly communicative, and customer service-centric mindset for the Service (Help) Desk Team. 
· Facilitate Network Operations, Network Security Operations and Service Delivery teams to:
o Maintain and enforce hardware and software standards per policy for network, servers, databases, wireless technology, file & print services, etc.
o Maintain and enforce data retention standards and procedures per Policy.
o Maintain and regularly test overall backup and recovery strategy (Disaster Recovery & Business Continuity) per policy
o Maintain processes and procedures for effective delivery of services and compliance per policy and internal Service Level Agreements.
o Continually maintain and improve standards and procedures to adhere to policy and/or maintain 'best-practice' levels of performance.
o Participate in regularly occurring audits of IT operations. Participation includes document preparation, auditor working sessions, authoring responses and implementing resolutions.

Strategy & Planning:

· Contribute to the development of IT departmental strategies to align with the overall business and corporate strategies. 
· Facilitate Network Operations, Network Security and Service Delivery teams to:
o Continuously improve Key Performance Indicators and Key Risk Indicators to accurately and clearly report the Team’s performance and the IT systems’ risk exposure.
o Continuously improve hardware and software standards per policy for network, servers, databases, wireless technology, file & print services, etc.
o Continuously improve data retention standards and procedures per policy.
o Continuously improve overall backup and recovery strategy (Disaster Recovery & Business Continuity) and ensure adherence to policy
o Continuously improve delivery of services and compliance per policy and internal Service Level Agreements.
o Continually maintain and improve standards and procedures to adhere to policy and/or maintain 'best-practice' levels of performance.
o Maintain overall responsibility for strategic planning for system upgrades.
o Identify, recommend and implement Information Technology solutions organization-wide including hardware and software upgrades for business applications, server hardware, network equipment, and end user equipment.

 
· Bachelor's Degree in Computer Science/Information Technology or equivalent.
· Minimum 10 years of IT experience and/or 10 years of personnel management experience
· Minimum 5 years of experience (10 years preferred) managing teams that provide organization-wide, metrics-based delivery of support services to medium to large-scale organizations.
· Experience working in an always evolving, regulated industry
· Certifications in Microsoft, Cisco, VMware, ITIL and/or PMI are preferred.
· Experience with Service-Now strongly preferred
· Must have good understanding of user environment management, including desktops/laptops, profile management, software delivery, etc.
· Must have a good familiarity with other IT Infrastructure technologies like storage area networks (SAN), WAN acceleration devices, virtualization, and data warehouse.
· Must have proven management skills with the ability to coach, teach, and mentor staff members.
· Must have good people skills and the ability to directly interact and communicate effectively across all levels of the organization.
· Must  demonstrate a strong leadership presence and serve as a go-to person for the Bank’s business units and IT leadership regarding IT infrastructure technologies supporting both projects and operations.
· Must build, maintain and manage a strong infrastructure services team that is capable of supporting the Bank’s dynamic and fast-paced environment.
· Must be a champion for pushing IT standards, procedures, policies, performance measurement and best practices to the infrastructure team.
· Must be willing to travel to remote offices to understand current business unit and IT challenges in order to recommend solutions.
· Must be willing to periodically work non-standard hours during incident, problem, disaster responses and/or when non-standard hours work is required of the Team.
· Must be very proactive in understanding and staying up-to-date on the current projects in progress, projects in pipeline, and operational issues. Similarly, must stay up-to-date with industry technology trends and applicability of software/hardware solutions.