Manages the day-to-day activities of the infrastructure team, providing guidance and direction as necessary
Manages enterprise-wide servers, including VMWare, Citrix
Manages storage across the enterprise
Helps manages the enterprise Office 365 email platform including Exchange, OneDrive, Teams, and SharePoint
Coordinates all problems, incidents and change management initiatives using NJR IT standard operating procedures and ITIL best practices
Provides detailed RCA for any outages or major incidents
Ensures infrastructure team is following NJR security standards
Works with security team to implement existing security measures and controls
Collaborates on business system architecture plans, assesses cost and feasibility of the system requests, and ensures the plan supports strategic and near-term needs
Assists in the development of the department's budget and makes recommendations regarding spending decisions
Utilizes software and hardware tools, identifies, and diagnoses complex problems and factors affecting network performance and takes corrective measures
Works with various functional managers to ensure project costs and schedules are properly estimated and controlled.
Tracks progress of assigned tickets with a focus on meeting delivery deadlines
Tracks and reports on metrics and KPI for tickets assigned to and handled by the Infrastructure Support team.
Helps manage yearly audit process with audit team
Integrates activities with business units and other IT functional areas to ensure the successful implementation and support of project efforts
Manages the Technical Support staff by supporting a team-oriented work climate that enables project team members to develop professionally. Values diversity, promotes teamwork and collaboration.
Emphasizes quality, customer satisfaction, creativity, and cost effectiveness
Ensures infrastructure meets or exceeds service level agreements and that operations align to support agreements and Company strategy
Works with the DR Manager and Business Continuity team to ensure that the disaster recovery and business continuity plans support the Business Continuity Strategy for the overall company and business.
Serves as backup for the DR manager
Forecasts and plans data center equipment and project cost requirements in the annual budgeting process
Works with Project Management team on resource planning and project forecasts.
Helps manage yearly Microsoft True-up and EA agreement.
Serves as a point of escalation for infrastructure related incidents; ensures the appropriate resources are engaged for timely action and proper traction.
Manages vendor relationships with key partners and internal/external service providers.
Bachelor’s degree in information systems or a related IT field is required
Advanced knowledge of Office 365, including SharePoint, Exchange Online, and Azure AD
Minimum 5+ years of experience in managing an infrastructure technical support team
Minimum 5+ years of experience with Microsoft server technologies
VMware experience required
Understanding of current recovery solutions, high availability architectures, LAN, system administration and monitoring, and mainframe architectures is needed as is knowledge of crisis communication solutions
Experience managing infrastructure related projects
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
Advanced knowledge of PowerPoint and Excel for presentation and reporting
Strong problem solving and troubleshooting skills with experience exercising sound judgement
Excellent teamwork and interpersonal skills
Strong customer service skills with a problem-solving mindset
Excellent communication skills to convey plans, exercises, and activities. Must be able to interact with technical, non-technical, and management employees
Available 24 x 7 to respond to issues, escalation and support off hour maintenance.
Ability to multi-task, analyze and solve problems quickly with attention to detail.