Manager-IT Infrastructure - Seattle, United States - Sound Transit

Description

Salary range is $100k to $200k, with a midpoint of $145k. New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

Sound Transit also offers a competitive benefits package with a wide range of offerings, including:

• Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
• Long-Term Disability and Life Insurance.
• Employee Assistance Program.
• Retirement Plans: 401a - 10% of employee contribution with a 12% match by Sound Transit; 457b - up to IRS maximum (employee only contribution).
• Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service. Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.
• Parental Leave: 12 weeks of parental leave for new parents.
• Pet Insurance.
• ORCA Card: All full-time employees will receive an ORCA card at no cost.
• Tuition Reimbursement: Sound Transit will pay up to $5,000 annually for approved tuition expenses.
• Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you'll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.

GENERAL PURPOSE:

Under general direction, the IT Infrastructure Manager will be accountable for managing and coordinating the activities of the Information Technology Server Engineering team. This role is responsible for strategic planning, financial management, technical oversight, and human capital planning activities to deliver infrastructure operations and services across multiple platforms, including compute, storage, and hosted services within the team's portfolio, which are essential to support the infrastructure needs of customers within IT, OT and across the agency. The IT Infrastructure Manager ensures alignment of their respective group with organizational policies, processes, and procedures while fostering collaboration with other departments, offices, divisions, programs, and external agencies.

ESSENTIAL FUNCTIONS:

The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Oversee the strategic planning of the IT Server Engineering Team including financial, technical, and human resource elements.
• Oversee the delivery of services in the group's portfolio, to ensure services are meeting established Service Level Agreements (SLA) and applicable performance indicators.
• Drive continuous improvement efforts and fosters innovation throughout all team activities; design and implement measures and KPIs to monitor all aspects of development and delivery.
• Develop short, mid, and long-term service roadmaps and activity plans for the group, in alignment with the Divisional and Departmental goals and priorities.
• Ensure all administrative activities required to effectively provide the group's services are carried out consistently and correctly, to prevent service disruptions.
• Ensure the security and compliance posture of all the group's systems, data and activities is properly managed in accordance with agency policies, standards, and leadership directives.
• Ensuring that the infrastructure in the group's portfolio is continuously maintained operated in a manner that ensures it is fit for purpose, secure, in a state of good repair and compliant with all applicable policies and internal/external/contractual regulations and requirements.
• Effective management of staff, including hiring, counseling, termination, performance reviews; employee and team development and coaching to increase bench strength and flexibility of teams.
• Manage the lifecycle of all assets under the group's purview, including replacement cycles, system enhancements and updates, planned obsolescence, licensing, maintenance and support contracts, and accuracy of inventory records.
• Proactively manage service demand through capacity management, capacity planning and stakeholder engagement.
• Design, implement and operate effective service delivery processes, to ensure alignment with IT Service Delivery industry best practices (ITIL), IT Service Management governance and other internal standards, and to achieve consistently adequate outcomes.
• Conduct core vendor management activities for key service providers and suppliers, to ensure service continuity and fit for purpose.
• Manage, coordinate, and review the work of assigned staff to ensure deliverables meet timeliness and quality standards.
• Coach, train, develop, and motivate staff; measure group performance and take corrective action when necessary.
• Engage in stakeholder communications to provide support on technical issues and guidance.
• Represent the group in technical discussions and other interdisciplinary collaborative efforts across the department and across the agency.
• Foster a positive culture and working environment within the department, ensuring compliance with agency policies, and promoting collaboration.
• Develop and maintain proper technical and service management documentation to ensure consistency, continuity, and reliability of service delivery activities for the group's portfolio.
• Provide support to the department on directed matters and represent the group on various boards, commissions, and committees.
• Demonstrate Sound Transit's Values in every interaction and integrate sustainability into everyday business practices.
• Responding to inquiries and effective oral and written communication.
• Researching, analyzing, and evaluating new service delivery methods and techniques.
• Working cooperatively with other departments, Agency officials, and outside agencies.
• Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
• Contributes to a culture of diversity, equity and inclusion in alignment with Sound Transit's Equity & Inclusion Policy.
• It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
• It is the responsibility of all employees to integrate sustainability into everyday business practices.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

Education and Experience: Bachelor's Degree in Computer Science, Information Technology, Business Management Information Systems, or closely related field and five years of IT Systems Engineer experience in a distributed, enterprise production environment including experience implementing, configuring and maintaining advanced/complex infrastructure technology including SAN, VMWare, load balancing, and fail-over/clustering; OR an equivalent combination of education and experience. Three years of leadership, budgetary, planning and workforce management experience

Nice to have Licenses or Certifications:

• ITIL V3.0 or above.

Required Knowledge and Skills:

• Relevant experience with deploying, and support of current versions of Microsoft technologies; including but not limited to Windows Servers, Active Directory, Active Directory Federation Services (ADFS), Certificate Services, DNS, DHCP, Network Policy Server (NPS), File/Print services, etc.
• Experience working with cloud technologies / vendors including but not limited to Microsoft Azure and/or AWS. Migration of workload to hosted platforms and supporting of SaaS, Pass, and IaaS environments.
• Demonstrated senior-level expertise designing, deploying, and supporting Microsoft technologies, including but not limited to: Windows Servers, Active Directory, Active Directory Federation Services (ADFS), Certificate Services, DNS, DHCP, Network Policy Server (NPS), File/Print services, etc.
• Experience working with cloud technologies/vendors, including Microsoft Azure and/or AWS. Migration of workload to hosted platforms and supporting of SaaS, PaaS, and IaaS environments.
• Experience managing cloud hosted assets and hybrid environments.
• Proficiency in virtualization technologies, such as VMware and Hyper-V.
• Expertise in SAN solutions, networking fundamentals, and strong troubleshooting skills across diverse technologies.
• Proficiency with PowerShell/command line scripting.
• Extensive knowledge of widely accepted industry best practices for server-level management and security.
• Demonstrated system architecture and design expertise, including network storage, virtualization, distributed file systems, data replication between distributed sites, disaster recovery, and backup systems.
• Demonstrated relevant experience in leadership and/or supervisory duties, with strong command of applicable principles, methods, and techniques.
• Functional understanding of industry standard frameworks for IT Service Delivery, such as ITIL.
• Excellent customer service skills that build high levels of customer satisfaction for internal and external stakeholders.
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors).
• Experience in project management, documentation, and workflows.
• Ability to establish and maintain effective working relationships with other department staff, management, vendors, outside agencies, community groups, and the public.
• Ability to adequately interpret and administer policies and procedures to effectively explain them to staff and other constituencies and ensure proper implementation and compliance.
• Ability to work effectively under pressure, meeting deadlines, and adjusting to changing priorities.
• Ability to manage large, complex projects and make decisions in fast-paced, difficult environments.

Physical Demands / Work Environment:

• Work is performed in a standard office environment.
• Subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 25 pounds; may occasionally be exposed to dangerous machinery, extreme weather, and physical harm.
• The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.

Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status or other protected class.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)