Infrastructure & Service Manager

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United States and as such all normal working days must be carried out in the United States.

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements of the role. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department and the business.

IT Infrastructure/Service Manager: Deliver a robust production management service for relevant infrastructure platforms. Direct the platforms’ operational stability and performance of technology including maintaining any systems utilities and tools provided by the platform that are consistent with the service management and risks and controls framework and processes. Direct strategy execution and manage the daily activities of the on-site IT infrastructure staff to ensure systems' stability and the highest level of end user support is delivered.

Your responsibilities will include:

Job Functions:

• Delivers a robust production management service for relevant infrastructure platforms
• Maintains the platforms’ operational stability and performance of technology including the maintenance of any systems utilities and tools provided by the platform consistent with the ITIL, service management, risks and controls framework and processes
• Responsible for the technical road map and implementation of the priorities of the Senior business representative and business product owners while optimizing and achieving the agreed targets for the cycle time, risk & cost profiles of their Platform
• Responsible for the platform risk culture; ensuring risks are discussed and understood at every step; and that the teams effectively collaborate to mitigate risk and that risks are clearly planned, articulated & reported
• Manage the IT infrastructure team including support analysts, network & systems engineers, and vendors, as well as prioritizing tasks and assigning project roles.
• Monitor all service tickets assigned to the group and ensure timely resolution of incidents
• Provide regular reports on network performance as well as capacity planning
• Document infrastructure related policies and procedures
• Identify and eliminate security risks.
• Analyze and determine cost saving opportunities within IT infrastructure.
• Identify technology needs and make recommendations to decision-makers
• Work to increase user satisfaction.
• Driving the continuous improvement of processes and procedures in your area of specialist knowledge
• Collaborate with other IT and business leaders across the company in order to execute on strategy.
• This position requires the ability to adapt to flexible work hours, including responsiveness to e-mails, text, and phone calls outside of normal business hours and as necessary to meet the business requirements of the Bank.
• Ensure that the operations meet US regulatory standards and are done in accordance with the Bank’s policies and procedures.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Bachelor’s degree in information technology information systems, computer science or related field
• Minimum five years’ experience working in IT operations.
• Minimum three years’ experience overseeing IT teams and projects.
• Sound understanding of computer systems, networks, security, telecommunications, databases and storage systems.
• Experience with support ticketing systems, Service NOW preferred.
• Experience in direct management of others including performance reviews, mentoring, and providing feedback.
• Strong interpersonal, communication and leadership skills.
• Good organizational skills with attention to detail
• Strong technical knowledge, including platform, technology, products and domains
• Advanced knowledge of one or more service management disciplines
• Ability to manage and prioritize tasks and projects.
• Excellent analytical and problem-solving skills.
• A high energy level including a team-oriented approach consistent with the firm's culture and core values.
• Organization, delegation, ability to provide technical guidance
• Comfortable in working with multiple teams across locations
• A solid background working in an Agile or DevOps environment with continuous delivery and continuous integration
• Certifications and continuing education preferred.
• Related technology experience a plus: Cisco routers and switches, Microsoft Azure, Office365, MS Exchange, VMWare, SSO, DNS, Cisco WiFi, Netapp storage, SAN storage, firewall management, SD-WAN, Windows/Linux/Unix server management

The expected base annual salary range for this position is $188,000 - $235,000 at the start of employment. This is not a guarantee of compensation. The exact compensation is determined on an individualized basis and may vary based on skills, experience, training licensure, certifications and location. In addition to base salary, our total rewards package also includes eligibility for an annual discretionary bonus; medical, dental, and vision plans; life and disability insurance; employee wellness programs; retirement and savings plans with potential employer contributions; generous paid time off policy, parental leave and tuition reimbursement.

It is the policy of NatWest Markets Securities Inc. and its parent, affiliates and/or subsidiaries to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, sex, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws. Equal Opportunity Employer -Disabled/Veteran – review "EEO Is The Law", “EEO is the law- Supplement” & “Pay Transparency Provision” posters here.