What Does An Infrastructure Operations Manager Do?

WHAT DOES AN INFRASTRUCTURE OPERATIONS MANAGER DO?

Published: Sep 19, 2025 - The Infrastructure Operations Manager serves as the first point of contact for suppliers, ensuring smooth escalations and stable operations of smart fridges across Germany. This role involves coordinating between departments, troubleshooting technical issues, and driving process optimization while ensuring compliance with established KPIs. The manager also leads projects from start to finish, supports daily operational challenges, and communicates effectively in both German and English.

A Review of Professional Skills and Functions for Infrastructure Operations Manager

1. Infrastructure Operations Manager Details and Accountabilities

Supplier Coordination: Responsible for coordination with suppliers for provisioning, installation/configuration, operation, and maintenance of infrastructure hosting for Alstom applications.
Security Services: Accountable for all Enterprise Transverse/security services hosted and maintained in and for Alstom Transport IS&T infrastructure hosting services, including Cloud platforms.
Infrastructure Planning: Responsible for planning and maintenance of Infrastructure for Compute and Cloud hosting services across the organization.
Issue Awareness: Maintain an awareness of business, technical, architecture, infrastructure, and end-user support issues.
Solution Development: Act as a sounding board to aid in the development of creative solutions.
Problem Resolution: Lead resolution of major infrastructure problems.
Problem Management: Set up an effective problem identification and resolution system to manage the problem resolution process.
Service Delivery: Ensure overall service delivery, and monitor/track delivered solutions to ensure fit with business requirements.
Project Prioritization: Collaborate with business partners and the various IT functional areas to prioritize projects.
System Planning: Develop and implement system plans that address the functional requirements of the business.
Strategic Alignment: Adhere to established strategic business and systems objectives.
Disaster Recovery: Work with the other stakeholders to comply with applicable disaster recovery and business continuity policies.
Gap Management: Work with technology and business management to address any identified gaps.
Technical Support: Work with partners to troubleshoot, diagnose, and resolve issues.

2. Infrastructure Operations Manager Role Purpose

Root Cause Analysis: Identify the root cause of the problems and implement preventative actions.
Change Communication: Provide clear oral and written communication of change activity and outage events to peers and senior leadership within the organization.
Customer Service: Maintain high-quality customer service to clients and customers.
Client Support: Work closely with customers/clients in order to map and support their operational needs.
Performance Metrics: Develop and maintain measurable health and performance metrics.
Business Assessment: Assess performance to ensure that it meets the present and future needs of the business.
Capacity Planning: Provide capacity planning recommendations to senior management.
Standards Development: Contribute to developing Run standards with Design Authority and drive innovation along with suppliers in the ecosystem.
Backup Management: Ensure Backup and Recovery procedures and policies are in place and implemented for all databases under the operational responsibility of the RUN team.
Cost Efficiency: Drive efficiency and reduce the operating cost of the Infrastructure.
Bandwidth Analysis: Analyze facilities' bandwidth requirements and system interdependencies along with other IT towers.
Capacity Modeling: Contribute to capacity planning models.

3. Infrastructure Operations Manager Essential Functions

Team Leadership: Lead and manage multiple technical work teams supporting the daily operation of information systems and data centers.
System Management: Manage the operation, optimization and life cycle of servers and systems.
Project Management: Responsible for including the management of teams, contractors and consultants through multiple projects to ensure milestones and project deliverables are met.
Infrastructure Services: Provide timely, accurate and consistent technical infrastructure services to internal and external clients.
Resource Coordination: Coordinate team resources across many Penn Medicine teams.
System Implementation: Identify and implement new systems in support of business functions while working to ensure effective cost control.
Technology Strategy: Lead technology infrastructure strategy and execution for the enterprise.
Process Development: Develop infrastructure standards and operations processes.
Solution Security: Ensure the security, availability, stability and scalability of enterprise solutions.

4. Infrastructure Operations Manager Additional Details

Infrastructure Maintenance: Maintain the enterprise's technology infrastructure, ensuring that it is optimized for security, availability, resiliency, scalability, and efficiency.
Performance Management: Manage the performance of direct reports, including work assignments, goal setting, annual reviews, time and attendance, salary administration, etc.
Team Development: Develop and execute strategies to build and maintain a high-performing technical team.
Technical Leadership: Provide direction and leadership for complex infrastructure implementation, system upgrades, and operational troubleshooting.
Solution Delivery: Plan and deliver solutions in line with enterprise goals, relying on extensive experience and judgment to manage.
Goal Achievement: Plan and accomplish goals in a timely, cost-effective manner.
Infrastructure Communication: Communicate all necessary infrastructure changes, enhancements, and procedures to all necessary internal department teams.
Project Lifecycle: Manage team members through the project management life cycle.
Task Management: Ensure that overall progress and management of project tasks are on track.

5. Infrastructure Operations Manager Roles

Service Management: Create, manage, implement, and improve support services to provide robust and highly available telephone systems.
Telephony Support: Oversee telephone-engineering support for telephone and VOIP systems, including Avaya and Number 5 Electronic Switching Systems.
Network Support: Manage second- and third-tier support for LANs and WANs for classified and unclassified networks.
System Design: Oversee the design, implementation, and maintenance of copper and fiber-optic transport systems, and review and design requests for new requirements.
Telecom Security: Manage and coordinate telecommunications security, including developing and updating the TEMPEST checklist, implementing TEMPEST requirements, conducting and participating in security assessments, and developing, maintaining, and executing the Protective Distribution System (PDS) Plan.
Radio Communications: Oversee the operations and maintenance of the trunked system, two-way radios, remote-site-communications architectures, and spectrum management support.
Environmental Systems: Manage and monitor environmental control systems.
Team Leadership: Plan, direct, and coordinate the operational and tactical activities of groups of FTEs.
Information Services: Responsible for the delivery of information processing and telecommunications services.
IT Service Management: Manage day-to-day work activities, delivery, deployment, and ongoing service delivery functions of a large-scale ITSM program.
Operations Planning: Establish objectives and plans for the team’s operations.

6. Infrastructure Operations Manager Tasks

Performance Management: Ensure that all deliverables are met per contract KPIs/CPIs (Key/Critical Performance Indicators).
Resource Management: Manage analytical resources within budget and established service delivery times.
Continuous Support: Actively and consistently recommend and support all efforts.
Process Improvement: Improve, simplify, automate, and enhance day-to-day operations and the client experience within the area of responsibility.
Quality Improvement: Support all initiatives aimed at performance and quality improvement, including leading change management efforts within the area of responsibility.
Team Optimization: Identify and assemble the optimal combination of personnel, technologies, and methodologies to meet current and near-term requirements.
Strategic Planning: Translate organizational objectives into work plans.
Contingency Planning: Create contingency plans to meet changes in business circumstances.
Customer Engagement: Participate in operational meetings with the customer.
Team Coaching: Coach and counsel team leads on business, organizational, and technology strategies.

7. Infrastructure Operations Manager Duties and Roles

Policy Leadership: Set direction and policies for multiple locations, technologies, and/or specialty disciplines.
Relationship Management: Develop long-term relationships with one or more operating companies or business segments.
Performance Management: Meet goals for the area of responsibility, including analyzing and managing performance, utilizing escalation and exception paths, and implementing processes and systems.
Performance Reporting: Report on current performance and make recommendations for improvement of performance.
Strategic Planning: Establish strategies and plans for the organization and set direction to meet evolving needs.
System Management: Deploy and manage consistent, structured, and disciplined systems, policies, procedures, and practices.
Service Quality: Ensure stable and quality product and service delivery consistent with company objectives and customer expectations.
Issue Documentation: Oversee documentation of issues, action plan and outcome, and distribution within the area of responsibility.
Project Planning: Effectively support the planning and tracking of multiple projects, resource planning and allocation, and task delegation.
Project Delivery: Accomplish project goals and objectives, ensuring timely resolution of issues, using escalation, creation of ongoing status and evaluation reports, and reporting on employee performance.

8. Infrastructure Operations Manager Roles and Responsibilities

Vendor Management: Day-to-day Vendor Management, ensuring outsourced vendors perform according to their SLAs and driving a customer-first service vision.
Infrastructure Delivery: Own the day-to-day delivery of all Infrastructure Services to 10,000 users globally, including Compute, Storage, Cloud and Network, SDWAN, Azure, Co-location data centres and converged compute.
Team Collaboration: Interact with globally dispersed Site Services teams.
Demand Analysis: Understand demand patterns, improvement opportunities for products and impact assessment for incidents/major incidents.
Stakeholder Engagement: Interact with other IT stakeholders (e.g., application owners, other Product-aligned Operations Managers and Solutions Operations teams).
Service Continuity: Ensure service suitability and understand the impact of service disruption.
Executive Reporting: Interact with Senior IT and Business leadership around the performance of the services, status of major incidents and reporting on service improvement initiatives.
Operational Efficiency: Work with vendors to increase operational efficiency through the identification of automation and shift-left opportunities.
Governance Support: Provide day-to-day governance of vendors alongside the SIAM team, and support the TechOps senior leadership team.
Service Representation: Represent the TechOps Operations team at service reviews, vendor performance reviews and other appropriate operational forums.
Service Operations: Engage in Service Operations tasks across all phases of the lifecycle, including Incident, Problem, Change and Release processes.

9. Infrastructure Operations Manager Key Accountabilities

Vendor Relations: Build relationships with key staff at outsourced vendors.
Issue Resolution: Ensure timely resolution and efficient escalation of issues.
Process Development: Help establish operational and service management processes across all TechOps Services, refining operational services alongside the ITSM team.
Stakeholder Partnership: Partner with key IT and Business stakeholders to understand business needs.
Service Feedback: Partner with Product Owners and Architects to provide feedback on their services, and engage in the lifecycle process of service improvement.
Change Advisory: Attend the weekly CAB to ensure operational perspectives are represented.
Service Transition: Ensure that services moving from build to run are ready to be supported through early engagement in the Delivery Lifecycle.
User Experience: Research and understand the user experience of TechOps Products, looking for opportunities to improve it.
Service Communication: Develop communications for multiple audiences (e.g., senior leaders, end users) reporting on the health of services, and progress on improvement plans.
Community Engagement: Engage in the community (internally and externally) across multiple channels, looking to share, educate, and inspire.
Technology Awareness: Actively build and stay abreast of emerging technology directions related to IT Operations, guiding IT on how to interpret and best leverage the emerging technologies.
Security Compliance: Ensure security, privacy, and quality practices are embedded.

10. IT Infrastructure Operations Manager Roles and Details

Strategic Planning: Develop and implement short- and long-term strategic plans in collaboration with executive management.
Capacity Management: Ensure data and telecommunication infrastructure capacity meets existing and future requirements.
Infrastructure Management: Build and maintain all critical IT infrastructure, including Virtualization, Servers, Storage, Switches, Load Balancing, Firewalls, and Networking.
System Deployment: Implement and deploy Windows- and Linux-based systems.
Business Support: Support business objectives, including pre-production and production areas.
Vendor Negotiation: Negotiate with vendors, outsourcers, and contractors to secure infrastructure-specific products and services.
System Maintenance: Perform other tasks, including patching, maintenance, and administration of systems and applications.
Requirement Fulfillment: Meet the requirements of the business and objectives of the team.
Problem Resolution: Schedule and direct activities to resolve hardware and software problems in a timely and accurate fashion.
Security Assessment: Assess the latest Infrastructure Security vulnerabilities and implement corrections.
Staff Coaching: Assess staff performance and provide coaching and guidance to ensure maximum efficiency.
Policy Compliance: Uphold policies and standards for acquiring, implementing, and operating information technology systems.

11. Infrastructure Operations Manager Responsibilities and Key Tasks

Architecture Definition: Participate in the definition of the architectural platform for all infrastructure areas.
Technology Evaluation: Evaluate industry trends for technology advances and make recommendations to upgrade the infrastructure platform.
Infrastructure Management: Plan, install, and maintain the technical infrastructure (including hardware, software, servers, storage solutions, networks, or physical facilities).
System Integration: Integrate package selections into the platforms.
System Implementation: Ensure that the implementation of systems meets the architectural specifications as well as the user requirements.
Solution Design: Identify infrastructure-related needs and design and implement solutions that meet those needs.
Best Practices: Maintain best practices and ensure the team follows standard processes and procedures.
Service Delivery: Oversee ITSM delivery for the best possible customer service.
Team Prioritization: Maintain the priorities for the infrastructure team.
Project Oversight: Manage all aspects of projects, including project timelines, resource allocations and ensuring projects meet agreed-upon deadlines, deliverables, and budget.
System Planning: Formulate system plans, estimate costs for delivering systems and monitor any exceptions.
System Availability: Ensure the availability of all systems via proactive monitoring.
Help Desk Management: Oversee help desk service request completion timeliness and quality.

12. Infrastructure Operations Manager Duties

Performance Metrics: Provide metrics for both system and process performance.
Backup Management: Ensure system backups are processed regularly.
Operations Management: Manage operations of all system event processes to ensure timely and accurate execution.
Process Standardization: Develop processes for standardized operations and compliance.
Access Control: Oversee user rights and access to systems and software applications in compliance with internal control rules and regulations.
Compliance Testing: Complete compliance reviews and proactive testing to ensure rights and access do not create audit issues.
Data Security: Ensure best practices are implemented, executed, and followed regarding data security, including PCI information.
Risk Mitigation: Deploy systems and processes to assist in the safekeeping of data and records and to mitigate risk associated with sensitive data and information.
Servant Leadership: Have an understanding of and experience in servant leadership.
Process Improvement: Work with the team to improve upon and create organizational processes and strategies.
Technology Leadership: Lead the team in various technology choices based on company needs and direction.
SLA Monitoring: Monitor service level agreements and key performance indicators or metrics.
Build Decisions: Make recommendations for buy versus build decisions.

13. Infrastructure Operations Manager Details

Supplier Escalation: Act as the first point of contact towards suppliers in case of any potential escalations.
Operations Support: Ensure the stable operation of smart fridges throughout Germany.
Cross-Department Coordination: Act as a key interface between different departments in the organization.
Issue Troubleshooting: Work together with the team on the troubleshooting of technical issues on smart fridges.
Process Management: Guarantee that all set processes run smoothly.
KPI Compliance: Help with the continuous improvement and compliance of the established KPIs.
Process Optimization: Develop and optimise processes together with the operations team.
Project Ownership: Take responsibility for own projects, from start to finish, with plenty of creative freedom.
Team Support: Support the operations team in everyday challenges.
Language Skills: Speak German and English.

14. IT Infrastructure Operations Manager Responsibilities

IT Strategy: Develop, review and implement IT strategies for the entire organization.
Knowledge Management: Manage the group's knowledge management strategy and transform the group into world-class business solutions.
Business Alignment: Work with each Business Group to understand their business.
Initiative Review: Ensure initiatives are continually reviewed and aligned to business strategies.
Staff Mentoring: Mentor and motivate staff by providing challenging opportunities and encouraging skills development.
Team Development: Responsible for fostering a team environment at all levels, determining resourcing requirements.
Resource Management: Manage internal and external resources in a cost-effective and consistent manner.
Financial Management: Responsible for financial and budgetary agreements that were arrived at with the shareholders and businesses.
Technology Innovation: Lead technology and process innovation based on the roadmap set by the head of IT.
Digital Transformation: Work closely with the head of IT in driving digitalization, planning, and process improvements.
Infrastructure Leadership: Lead the infrastructure management, architectural planning, and technology innovation.

15. IT Infrastructure Operations Manager Job Summary

Team Leadership: Provide effective leadership to staff to create a highly engaged, high-performance team environment.
Service Delivery: Lead the delivery of highly available IT Services for clients, including Server, Middleware, Database, Virtual Desktop, Storage and Datacentre Services.
Change Management: Lead the team in controlling the implementation of changes in technical environments.
Work Prioritization: Ensure the team effectively prioritizes work, allocates resources, removes roadblocks and escalates to meet SLA’s.
Service Promotion: Proactively communicate and promote the services of this group to ensure alignment with other functions to eliminate duplication of effort.
System Monitoring: Ensure that client and critical internal systems are monitored and supported.
Data Protection: Support the company’s commitment to protecting the integrity and confidentiality of systems and client data.
Leadership Support: Support leadership roles reporting to this position.
Talent Management: Take responsibility for the recruitment and performance management of these staff.

16. Senior Infrastructure Operations Manager Accountabilities

Architecture Leadership: Responsible for being the reference point for architecture, engineering, and service delivery.
Infrastructure Services: Responsible for on-premises infrastructure services, including data centers, networking, firewalls, Microsoft platforms, Azure, Office 365, virtual applications, and clients.
Team Development: Develop and lead work teams in fields of IT security, enterprise mobility management, and network data center.
Process Structuring: Structure work methods and procedures of the three new teams and empower team members.
Innovation Leadership: Propose innovative solutions and lead change management initiatives and projects.
Process Improvement: Drive decisions and actions for the improvement of business processes and technologies.
Cross-Department Collaboration: Build collaborations with departments and technology teams.
Stakeholder Alignment: Understand and meet stakeholders’ necessities and the company’s objectives.

17. IT Infrastructure Operations Manager Job Description

Operational Leadership: Lead staff in the day-to-day support of Digicel Information Technology operational needs.
Project Coordination: Coordinate activities and projects falling within the essential duties of IT Operations, which include Data Center Operations, System and Database administration, and infrastructure service management.
System Availability: Assure high, uninterrupted functioning of the Digicel computing environment.
Cross-Department Communication: Promote open communication with other departments and demonstrate the sound judgment necessary in performing all the duties of the IT Operations Manager.
Infrastructure Standards: Develop and enforce Digicel infrastructure device standards.
Technical Management: Responsible for hardware configurations, operating systems, software tools, security, and other technical issues relating to the management of Digicel computing resources.
Policy Development: Develop and create IT operations policies and procedures in order to increase and maintain service level objectives to meet established SLAs.
System Implementation: Assist in the implementation of new systems and in the upgrade of production systems.

18. Infrastructure Operations Manager Functions

Team Mentorship: Oversee and mentor a team of Project Managers, Superintendents and Project Coordinators.
Project Review: Understand and review the scope of work, drawings, specifications, documentation and budget for new and existing projects.
Work Efficiency: Ensure work is performed in a timely and efficient manner.
Safety Compliance: Ensure the company's safety program is properly implemented and complied with throughout the duration of projects.
Lifecycle Oversight: Oversee and review projects with Project Managers and Superintendents throughout the project lifecycle.
Business Management: Participate in annual business unit review as well as project procurement and decision-making processes to manage overall P&L for the division.
Process Management: Responsible for the management of processes like requests, incidents, problems, changes, releases, knowledge, etc.
Support Oversight: Control of the 1st level support team for BSS/OSS systems, servers, databases, cloud network, storage, backup, basic security and service performance.
Incident Management: Ownership of escalation and communication process, managing the lifecycle of incidents and problems (identification, resolution, root cause analysis, etc.), including war room management, as well as changes and releases.
Vendor Management: Manage 3rd party providers responsible for operational centre, L2/L3 support, change and release management, etc.

19. Infrastructure Operations Manager Tasks

Team Performance: Manage the performance of teams of data center operation personnel.
Operations Management: Ensure effective and efficient management of day-to-day data center operations, including queue management, 7/24 shift arrangement and hardware logistics.
Subject Expertise: Act as the subject matter expert across all aspects of data center operations.
KPI Management: Ensure all operational KPIs and metrics are being measured and met.
Process Improvement: Inspire and guide improvement in team process, technology innovation and automation.
Event Management: Manage Large Scale Events (outages) and act as the call leader.
Workflow Optimization: Manage and improve the workflows and throughput for data center operations.
Service Transition: Uplift handover processes to ensure successful service transition.
Incident Resolution: Drive service queues, ensuring timely response and incident resolution.

20. Infrastructure Operations Manager Duties and Roles

IT Operations: Manage the daily IT operation of the Linux Operations team.
Incident Analysis: Involved in incident tickets trending, analysis and identifying chronic issues and introducing Continual Service Improvement.
Activity Coordination: Coordinate Infrastructure and Operations activities and responsiveness across all aspects of Infrastructure and Operations.
Project Management: Project management, which includes project schedule development, monitoring, tracking, control, risk identification, mitigation and ensuring quality of deliverables and costs.
Vendor Management: Responsible for managing the outsourcing relationship.
Governance Compliance: Comply with the organisation's governance.
Contract Management: Responsible for resolving contractual disputes.
Team Mentorship: Mentor and act as a point of escalation for the team.
Client Engagement: Participate in client meetings and peer review processes.

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