About Northeastern: Founded in 1898, Northeastern is a global research university and the recognized leader in experience-driven lifelong learning. Our world-renowned experiential approach empowers our students, faculty, alumni, and partners to create impact far beyond the confines of discipline, degree, and campus.
Our locations-in Boston; Charlotte, North Carolina; London; Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto; Vancouver; and the Massachusetts communities of Burlington and Nahant-are nodes in our growing global university system. Through this network, we expand opportunities for flexible, student-centered learning and collaborative, solutions-focused research.
Northeastern's comprehensive array of undergraduate and graduate programs- in a variety of on-campus and online formats-lead to degrees through the doctorate in nine colleges and schools. Among these, we offer more than 195 multi-discipline majors and degrees designed to prepare students for purposeful lives and careers.
About the Opportunity: The Division of Information Technology Services (ITS) is currently seeking a talented individual to fill the role of Manager of Infrastructure Operations within the Systems & Cloud Services team. This position will provide day-to-day leadership and direction for the datacenter and infrastructure team, including short- and long-term strategic planning for datacenter operations and the infrastructure roadmap. Reporting directly to the Director of Systems & Cloud Services, the qualified candidate will work to provide technical leadership and direction to the Infrastructure Operations team as they modernize on-site datacenters and integrate them into a hybrid cloud computing strategy for the university.
We are looking for a collaborative individual to work closely with the Cloud Services, Communication Infrastructure, Research Computing, Information Security, and Enterprise Applications teams to ensure a high level of transparency and reliability for on-prem resources and associated integrations with SaaS applications and other cloud resources. This includes identification of issues, timely resolutions, root cause analysis, system monitoring, incident management, change management, event management, Service Level Agreements, and general production system support. The ideal candidate should possess skills in problem solving, service management, delegation, and innovative thinking.
As a member of the larger Systems and Cloud Services team, the qualified candidate will provide domain expertise in datacenter technologies to best support a diverse range of enterprise applications, research projects, and cloud technologies. The qualified candidate will be comfortable collaborating closely with their peers across ITS, as well as with faculty and administration when required.
To ensure that essential services are provided to the university community, the employee may be required to work outside his/her regular working hours and university holidays.
Supports the Director of Systems and Cloud Services including but not limited to: managing data center operations staff, coordinating maintenance and upgrades, aiding in the development of technical documentation, policies, and procedures.
Work collaboratively with peers across ITS, including but not limited to the Director of IT Operations, Director of Customer Experience, AD of Research Computing, AD of Cloud Services, Director of Communication Infrastructure, and other leaders across the organization to develop a long-term strategy and service definitions for data center resources and infrastructure.
Manage data center administrators and engineers, including performance appraisals and reviews, time sheets, and yearly goal setting.
Define and lead transformative projects that streamline and modernize data center infrastructure and operations.
Service Definition and Support
Design and implement from the ground up the enterprise data center services and support structure
Work with system administrators and the broader ITS organization to design and implement technology solutions in support of business objectives
Contributes to the maintenance, operation and support of campus data center and cloud infrastructure
Accountable for verifying that data center services and infrastructure meet appropriate compliance/governance requirements in collaboration with the Office of Information Security
Provides escalation support for network & cloud services
Maintenance & Operations
Monitor the data center and cloud infrastructure to ensure that availability and performance SLAs are met.
Architect university infrastructure (compute, storage, etc.) to seamlessly include cloud technology
Optimize infrastructure to reduce costs and better leverage budgetary resources
Perform root cause analysis on incidents.
Follow incident, change, release, and problem management processes.
Review and modify documentation.
Responsible for monitoring and reporting on compliance programs
Mentorship & Advancement
Mentor peers and junior members in operation and administration of existing and new research/cloud network technologies.
Be an advocate for ITS in support of enterprise, research, and academic technologies
Attend conferences and workshops relevant to data centers, networking, and cloud technologies to advance skills
Stay current with emerging technologies and trends
Participate in regional collaborations to advance skills, and help expand the Systems & Cloud Services service catalog
Bachelor's degree required, with a preference in Business, Computer Science, Information Technology, or Management Information Systems
Minimum of 5 years' hands-on technical experience building and supporting data centers
2+ years managing staff in a technical environment
Technical expertise with virtual server hosting (VMware) as an engineer or administrator
Technical expertise with NAS and Unstructured Data as an engineer or administrator
Ability to manage multiple related services and to build the synergies between the services
Expertise with vendor management, negotiation and oversight of vendor resources
Solid understanding of network and computing, hardware and software technology
Expertise in various data center hardware, cabling, environmental, and power standards.
Expertise with automated Hybrid Cloud Server provisioning (On-Premise/Public Cloud).
Expertise in enterprise infrastructure monitoring.
Understanding of cloud technologies, including commercial cloud resources (Azure, AWS, GCP)
Strong analytical and problem-solving skills.
Desire and ability to work in a highly collaborative work environment with faculty, staff, scientists, and students to achieve a common goal.
Excellent written and verbal communication skills
Expert-level Knowledge of IT asset management, incident/request management, problem management, change/release management, etc.
Experience with executing transition and transformation projects
Experience in cybersecurity best practices related to datacenter operations
Experience on Upgrades, Migrations, and Root Cause Analysis
Salary Grade: 14
Additional Information: A criminal background check is required for this position.
This position is eligible to work from an alternate location.
Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.
All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.
Founded in 1898, Northeastern University is a private research university located in the heart of Boston. Northeastern is a leader in worldwide experiential learning, urban engagement, and interdisciplinary research that meets global and societal needs. Our broad mix of experience-based education programs?our signature cooperative education program, as well as student research, service learning, and global learning?build the connections that enable students to transform their lives. The University offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools.