About the position
The Product Owner for Infrastructure Operations will provide strategic alignment, client engagement, milestone delivery, procurement planning, and cross-team communication. This role will work heavily with the Technical Lead, who will be responsible for leading the team in execution of all Infrastructure Operations needs.
Responsibilities
- Provides timely and relevant communication to leadership, staff, other teams, and customers regarding information issues, problems, and concerns.
- Provides designs and estimates to clients to support procurements.
- Works with the Technical Lead on special projects, as assigned, and reports progress to leadership.
- Supports and leads process and technology improvement initiatives.
- Manages staff to include scheduling, task prioritization, performance evaluations, and setting expectations.
- Owns accountability for meeting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Reviews reports and monitors dashboards for performance trends and support needs.
- Reports status regularly to leadership, staff, and technical teams.
- Coordinates with other customer entities as well as internal/external service providers to prevent, detect, or resolve infrastructure issues.
- Serves as escalation point for customer issues and inquiries.
- Owns and manages the configuration management and change management process from a business and approval standpoint.
- Facilitates and participates in client meetings, planning sessions, and delivery updates.
- Ensures delivery completion and tracks overall progress against programmatic and contractual obligations.
- Ensures Non-Core Hours Operations Support staffing and response expectations are met (e.g., major service disruptions, cyber incidents).
- Ensures customer requirements are accurately translated into technical tasks and managed through to execution.
- Participates in daily stand-ups and scrums as the delivery point of contact.
Requirements
- Bachelor’s degree in Information Technology or a related field.
- Minimum 7 years of experience with IT infrastructure.
- Experience working in a client-facing role.
- Demonstrated ability to manage multiple concurrent workstreams.
Nice-to-haves
- Familiarity with application, system, and network maintenance and monitoring.
- Experience with LAN, WAN, WLAN, and Data Center Operations.
- Knowledge of server administration (Cisco UCS, HPE ProLiant, Windows Server).
- Experience with virtualization (VMware vSphere/ESXi).
- Familiarity with Azure tenant resource operations.
- Experience with backup and disaster recovery operations using Cohesity.
- Knowledge of monitoring tools like SolarWinds NPM.
Benefits
- Medical, Rx, Dental and Vision Insurance.
- Company paid short-term disability and life insurance.
- 401k plan with up to a 5% match with immediate vesting.
- Flexible Spending Accounts.
- PTO and paid holidays.
