Vice President Information Technology Infrastructure

Job SummaryThe Vice President (VP) of IT Command Center is responsible for the overall leadership, strategy, and operational excellence of the IT Command Center, which provides 24/7 monitoring, incident response, and support for critical IT infrastructure and services. The VP will lead a team of IT operations professionals and ensure the stability, security, and efficiency of the organization's IT systems. This role requires a deep understanding of IT operations, network and system monitoring, and incident management, along with proven experience in managing large-scale, high-availability environments.

Key Responsibilities:Leadership and Strategy:

• Develop and implement a strategic vision for the IT Command Center that supports the organization's IT and business goals.
• Lead, mentor, and manage a team of command center managers, engineers, and support staff, fostering a culture of operational excellence and continuous improvement.
• Set key performance indicators (KPIs) for the IT Command Center, focusing on system uptime, response times, incident resolution, and service quality.
• Collaborate with senior IT leadership to align the command center's activities with broader IT initiatives and ensure smooth integration with other IT functions such as security, network operations, and cloud infrastructure.

Operational Management:

• Oversee the daily operations of the IT Command Center, ensuring the monitoring of all critical infrastructure, applications, and services 24/7.
• Implement best practices for incident management, escalation, and communication, ensuring timely resolution of issues and minimizing downtime.
• Establish and refine standard operating procedures (SOPs) for monitoring, troubleshooting, and incident response.
• Ensure real-time visibility into IT systems and performance through robust monitoring tools and dashboards, allowing for proactive issue identification and resolution.

Incident Response and Management:

• Serve as the escalation point for critical IT incidents, ensuring prompt communication, investigation, and resolution of major issues.
• Lead post-incident reviews to identify root causes, implement corrective actions, and develop strategies to prevent future occurrences.
• Drive the continuous improvement of incident management processes, reducing mean time to resolution (MTTR) and improving overall service reliability.
• Collaborate with the cybersecurity team to respond to and mitigate IT security incidents and threats.

Technology and Tools:

• Evaluate and implement the latest technologies and tools to enhance the command center's monitoring, automation, and incident management capabilities.
• Leverage AI, machine learning, and automation to optimize IT operations, reduce manual intervention, and improve system efficiency.
• Ensure integration between monitoring systems and other IT platforms to enable real-time analytics and reporting.

Collaboration and Communication:

• Ensure effective communication and collaboration with other IT teams, including network operations, infrastructure, applications, and security, to resolve complex issues.
• Provide regular reports and updates to executive leadership on system performance, incident trends, risks, and command center KPIs.
• Maintain strong relationships with external vendors and service providers, ensuring optimal performance of third-party systems and services.

Risk Management and Compliance:

• Ensure that the IT Command Center operates in compliance with organizational policies, industry regulations, and security standards.
• Implement and maintain disaster recovery and business continuity plans specific to IT operations and monitoring.
• Regularly review and update risk management strategies to ensure the resilience of IT infrastructure and services.

Qualifications:Education:

• Bachelor's degree in Information Technology, Computer Science, or a related field (Master's degree preferred).
• Experience:
• 15+ years of experience in IT operations, command centers, or network operations, with at least 5 years in a senior leadership role.
• Proven track record of managing large-scale IT operations or command centers in a 24/7 environment.
• Strong background in monitoring tools, incident management, and IT systems infrastructure (cloud, on-premises, and hybrid environments).

Technical Skills:

• Expertise in IT monitoring tools and platforms (e.g., SolarWinds, Nagios, Splunk, ServiceNow, Prometheus, Grafana, etc.).
• Deep understanding of incident management frameworks, such as ITIL, and best practices for monitoring and response.
• Knowledge of automation tools and technologies to streamline command center operations.
• Experience with cloud infrastructure (AWS, Azure, Google Cloud) and modern IT environments.

Soft Skills:

• Excellent leadership, decision-making, and team management skills.
• Strong communication and collaboration abilities, particularly in high-pressure situations.
• Analytical mindset with a focus on problem-solving and continuous improvement.
• Ability to manage multiple priorities and projects in a fast-paced environment.

Preferred Certifications:

• ITIL v3/v4 certification or similar.