Director of Infrastructure and Operations

Description

Summary of position: Be a brand ambassador and allow the mission, vision and service standards established by Neighbors Credit Union guide you in everything you do. Provide awesome service to internal and external members, act with integrity, provide trustworthy guidance, make it easy to do business with us, make others feel important, and take personal responsibility in everything you do.

Primary Function: Lead efforts focused on installing, configuring, operating, repairing, maintaining and troubleshooting network hardware and software.

Primary Responsibilities

• Manage vendor relationship with IAAS, data circuit, and cyber security providers.
• Manage computer networks including servers, VPNs, routers and other physical hardware
• Monitoring computer systems to improve network performance for all systems
• Troubleshooting, resolving, and communicating networking issues to other employees and management
• Maintaining current knowledge and understanding of security and networking best practices to offer the best solutions and protection to NCU systems
• Responds to alarms or problems identified by network tools.
• Implements pre-defined trouble-shooting procedures and scripts and escalates as appropriate. May assume vendor interface duties.
• Diagnose and resolve connectivity and wiring problems.
• Implements pre-defined troubleshooting procedures and scripts and escalates as appropriate. May assume vendor interface duties.
• SAN troubleshooting
• Vulnerability Assessments, 3rd Party Audit management, and PCI Testing
• Document and maintain procedures related to position responsibilities.
• Develop trends by monitoring and analyzing incoming calls, problems and support requests.
  
  

Expectations

• Always do the right thing for our members and organization. Establish trust and build relationships.
• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Focus on being a trusted advisor to all staff. Identify needs and provide guidance.
• Embrace change and seek to challenge the status quo.
• Collaborate with team members to understand the full picture.
• Make prudent decisions to maintain a sound risk management structure that meets staff needs and protects our organization.
• Make it easy to do business with us.
• Take responsibility and hold yourself accountable.
• Keep all staff, members, and credit union business strictly confidential. Protect member information.
• Exhibit an extra-mile attitude. Display a positive attitude. Smiles, positive comments, and enthusiasm must be visible to all staff. Make staff and members feel important.
• Maintain accurate procedures for functions.
• Ensure that the Credit Union’s Service Standards are met consistently.
• Attend training sessions and conferences to keep skills current.
• Promote a positive attitude, cooperation, professionalism, accuracy, efficiency, and desire to offer credit union services.
• Work flexible hours to meet the needs of the staff to provide optimum service.
• Obtain cooperation with the management team on ideas to improve the way we do business to make it easy for members to do business with us.
• Communicates well with vendors and staff.
• Maintains the confidentiality of all member and credit union business
• Exhibits a positive, cooperative, and professional attitude
• Develop trends by monitoring and analyzing incoming calls, problems and support requests
  
  

Requirements

Experience:

• Five years to ten years of similar or related experience.
• Experience supporting network technologies:
• Experience with VMware and/or other virtual machines.
• Technical aptitude and experience in providing “hands-on” technical network hardware/software support as required.
  
  

Education

• A four-year college degree, or completion of a specialized certification or licensing, or completion of specialized training courses conducted by vendors, or job-specific skills acquired through an apprenticeship program.
  
  

Skills

• In-depth understanding and practical knowledge of networking systems such as LAN, firewalls, and routers.
• Ability to analyze and evaluate networks, identify issues, and provide solutions to ensure networks are operating efficiently
• Ability to design, implement, and troubleshoot Wi-FI and security infrastructure
• Time management
• Ability to manage several projects simultaneously from design to implementation
• Ability to communicate technical information to other technical team members but also to coworkers in other departments who may not know networking technical terminology
• Courtesy, tact, and diplomacy are essential elements of the job. This work involves personal contact with others (Customer Service)
• Excellent written and verbal communication and listening skills
• Ability to communicate clearly and effectively to non-technical staff members
• TCP/IP knowledge strongly preferred ((Up-to-Date on Technology)
• Ability to troubleshoot and resolve, hardware and software issues (Problem Solving)
• Knowledge of MS Office Suite (Office 365).
• Must have proficient skills in troubleshooting and fixing network/local printers, network issues, peripheral devices, and CCTV-related equipment.
• Functional knowledge of current protocols, operating systems, and standard
• Demonstrated knowledge of current products and services available and applicable to LAN/WAN and data communications systems.
• Procedures, job standards, and specific policies guide decisions and actions. A moderate amount of discretion is available in the role, often with multiple courses of action. Decision-making occurs within pre-defined parameters and may be reviewed by a supervisor before action. Decisions outside of role parameters take the form of recommendations.
• The role solves complex problems and delivers solutions where past precedent may not exist. Requires a significant degree of creativity and the ability to analyze data, weighing the desirability and/or probability of possible outcomes in relationship to each other.
  
  

Physical Requirements

While performing the job duties, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and stoop, kneel, crouch, or crawl. Must be able to sit or stand for long periods. Must be able to operate a computer and other office equipment. Vision abilities required by this job include close vision. The ability to lift items weighing 20 pounds is required. Must be able to travel from branch to branch every week and be able to work more than forty hours when needed. Must be able to speak clearly and see clearly with reasonable accommodation.

Reasonable accommodation can be made to enable those with disabilities to perform the described essential functions.

Work Environment

While performing the duties of this job, the employee is occasionally exposed to changes in climate and temperature. The noise level in the work environment is usually quiet to moderate. Local travel is required for this position.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by employees within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.

Rewards

This position is full time and will be eligible for benefits, and an annual incentive plan.

We have excellent opportunities for career advancement and professional development.

Salary Range: $80,000 - $120,000 based on experience.

Schedule

8:00 AM - 5:00 PM Monday through Friday

Supplemental Pay?

No

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Short Term and Long-Term Disability
• HRA and FSA
• 401(k) with matching contributions.
• Tuition Reimbursement
• Birthday Time Off
• Vacation Time Off
• Sick Time Off – Can be used for both employee and family.
  
  

Equal Opportunity Employer/Veterans/Disabled