Job Details

Director, Infrastructure

American Credit Acceptance
Spartanburg, South Carolina, United States

The mission of the Infrastructure Engineering Team is to drive innovation change in a fast-paced Agile Product Team organizational structure to support the organization and departmental goals.

The Infrastructure Director will own the responsibility over the Infrastructure Engineering (Server, Storage, Cloud and Network Infrastructure) Teams within the IT department. The selected candidate will manage a team of approximately ten system and network administrators in a fast-paced growing environment. This position requires sharp AWS Cloud, virtualization, Windows, networking and general infrastructure skills as well as keen customer support, communication and interpersonal skills.

ACA is a highly innovative financial services firm and the success of Infrastructure Engineering is critical to the success of our business. This role is also responsible for ACA engineering personnel, including participation in staffing decisions, performance reviews, and career development. This is a Director-level position with substantial technical and managerial scope.

Provide leadership to ensure outstanding technical service to all external and internal customers
Provide leadership and direction for Infrastructure and Cloud Roadmaps
Manages and coordinates urgent and complicated support issues which may involve other IT functional areas.
Act as escalation point for all requests and incidents.
Develop and mature phone/ticket escalation process to ensure free flowing escalation and information within the organization.
Takes initiative and action to respond, resolve and follow-up regarding other innovation team issues in a timely manner.
Maintain a high level of focus within the Infrastructure Engineering Team by prioritizing issues and communicating appropriately.
Ensure that the Teams maintains a high level of responsiveness, communication, professionalism and overall staff knowledge.
Ensure customer service is Embedded in the teams values and culture.
Manage, monitor and report on new systems implementations are meeting service levels required to support and deliver an exceptional IT support environment.
Works closely with the Information Security during all new systems design and deployments to ensure company security policy, procedures and best practices are being followed to meet regulatory requirements.
Work closely with other Innovation Product Teams to ensure effective design, implementation and steady-state support of projects, solutions and initiatives.
Provide appropriate documentation for all newly deployed solutions for easy transition to Enterprise Operational Support (E-OPS)
Provide Tier 3 On-Call support to our E-OPS Team during off-duty hours on weekdays, weekends and holidays on a scheduled/rotating basis.
Ability to follow a structured change management/deployment methodology
Minimum of 15 years of progressive career advancement in IT Systems, new system deployments, cloud and Server Operations in relevant industry sectors managing multiple and complex IT Data Centers, Systems, and Cloud as well as on-premise IT Infrastructures
Minimum 10+ years of hands on technical knowledge Leading/Managing Teams large or small and experience with the following:
Cloud solutions implementation in an Agile Environment
Multi-domain Windows enterprise environment
Virtual Servers in a VMWare environment
JIRA, SCSM, Confluence, or similar ticket tracking and documentation system
Solarwinds, NetFlow or similar network monitoring tools
IT audit and compliance
Core Microsoft technologies including but not limited to Windows Servers, Active Directory, Office 365, MS SQL and core Network/Cisco technologies like LAN/WAN, subnets, firewalls, VLANs, and VPN using Cisco switches, Routers and ASAs
Minimum of 6 years comprehensive knowledge & technical experience of cloud systems (preferably AWS), deployment business systems, server technology, storage systems, information security and/or related data center technologies
Advanced network routing & switching a plus
Demonstrated ability to meet deadlines without compromising close attention to detail and accuracy
Assist in formulating and implementing procedures to improve IT service levels
ITIL standard practices and procedures a plus
Must be a team player
Detail oriented and strongly effective analytical skills
Ability to multi-task and work in a deadline driven environment without sacrificing customer service
The ability to quickly assess problems and find workable solutions
The skills to synthesize information, distill relevant facts and reach logical conclusions
Excellent interpersonal, written, and verbal communication skills

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