Assistant Manager, Infrastructure Operations

The IT Infrastructure Operations Assistant Manager supports the development, implementation and maintenance of policies, procedures and day‑to‑day practices for infrastructure and platform support services. The role provides technical leadership and operational oversight to ensure assigned infrastructure services are delivered reliably, securely and within agreed SLAs. He/She coordinates the team, manages vendor relationships, and works with stakeholders (applications, security, DevOps, and businessowners) to maintain service availability and drive continuous improvement.

Key Responsibilities:

Operations & Service Management

• Oversee day‑to‑day operations for assigned infrastructure services (servers, cloud platforms, networks, storage, helpdesk). Establish priorities for infrastructure operations and support activities.
• Ensure service availability, performance, backups and recovery within agreed SLAs/KPIs.
• Lead incident and major incident resolution; coordinate root cause analysis and corrective actions.
• Monitor daily health checks, integrations, backups and data flows across infrastructure components.
• Manage incident, problem and change processes following ITIL best practices; maintain SOPs, runbooks, incident logs and knowledge base.
• Act as point of contact for assigned services and coordinate with application, security and DevOps teams during implementations.
• Provide focused ownership for vendor performance, escalations, and contractual SLAs to ensure third-party reliability and cost-effectiveness

Service Improvement & Strategy

• Define and drive infrastructure support strategy and roadmap aligned with Business and IT objectives.
• Identify recurring issues, lead RCA and implement permanent corrective actions.
• Support automation, standardization and Infrastructure as Code initiatives to increase efficiency and reduce manual tasks.
• Recommend infrastructure solutions and improvements based on best practices.

Release, Change, Performance & Availability

• Certify infrastructure components and services before deployment and oversee migrations into the operating environment.
• Manage changes within delegated authority ensuring compliance with change governance and policies.
• Recommend enhancements to improve availability, scalability and performance.
• Coordinate with vendors and internal teams for capacity planning and platform upgrades.

People & Leadership

• Provide day‑to‑day guidance, mentoring and technical leadership to infrastructure engineers.
• Coordinate team workload, schedules and on‑call arrangements; assist in performance management and skills development.
• Set learning roadmaps, support coaching and foster emerging people leadership capabilities.
• Allocate and optimize resources to meet operational demands and project deliverables.

Governance, Risk & Compliance

• Ensure compliance with internal IT policies, regulatory and audit requirements; participate in DR drills and business continuity exercises.
• Support compliance evidence and enforce standards across infrastructure support.
• Manage vendor relationships for incident resolution and service delivery; optimize support costs.
• Escalate risks, issues and high‑impactor strategic matters to the IT Infrastructure Operations Manager; make recommendations on architecture, budget and risk.

Requirements:

• Diploma/Bachelor’s Degree in Computer Science, Engineering, or related discipline.
• 3-5 years of relevant experience in infrastructure operations, implementation, and/or support within enterprise or regulated environments.
• Strong working knowledge in: networking, servers, cloud, identity, Microsoft 365, backup/DR, monitoring, and security controls.
• Experience with Microsoft Azure and compliance‑driven environments is preferred.
• Certifications are a plus: CCNA, CompTIA Network+/Security+, ITIL Foundation, Microsoft Azure certifications, security certifications (CCSP/GSEC).
• Strong documentation, problem-solving, and stakeholder communication skills.
• May be required to travel regionally for project support, stakeholder meetings, and knowledge transfer.