Note: The job is a remote job and is open to candidates in USA. First Citizens Bank is a financial institution seeking a Director of Infrastructure & Operations to lead their desktop technical operations and infrastructure. The role involves providing strategic leadership, operational oversight, and technical expertise while managing a team to ensure the performance, reliability, and security of enterprise infrastructure.

Responsibilities

• Provide oversight for enterprise infrastructure and technical operations, including desktop hardware, software, and end-user support services
• Lead associate teams responsible for daily technical operations and long-term infrastructure stability
• Establish performance monitoring, reporting, and service metrics to ensure reliability, capable responsiveness and cost-effectiveness
• Guide teams through the resolution of complex technical incidents and escalations
• Ensure infrastructure solutions are scalable, resilient, and aligned with overall operational needs
• Align infrastructure strategy and operational initiatives with evolving business objectives and regulatory requirements
• Partner with internal business leaders to understand needs and translate them into effective technical solutions
• Develop and maintain strong relationships with vendors, service providers, and external partners
• Lead and execute infrastructure-related initiatives, continuous improvement efforts, and modernization programs
• Set clear expectations and accountability to achieve departmental and organizational goals
• Manage budget planning, forecasting, and resource allocation for infrastructure and operations
• Develop, update, and enforce IT policies, standards, processes, and controls to improve efficiency and compliance
• Recruit, coach, develop, and evaluate management and technical staff
• Foster a supportive, inclusive, and performance-driven team environment focused on professional growth
• Serve as a technical and strategic advisor to senior management on infrastructure and operations matters
• Maintain strong knowledge of infrastructure technologies, including Windows-based environments and key end-user computing platforms/services
• Oversee identity and access management, security controls, vulnerability management, and system hardening as required
• Ensure compliance with financial services regulatory requirements, security standards, and internal controls
• Monitor industry trends, emerging technologies, and vendor offerings to inform roadmap and investment decisions

Skills

• Bachelor's Degree and 8 years of experience in Technology Delivery, Project, Program, or Portfolio Management OR High School Diploma or GED and 12 years of experience in Technology Delivery, Project, Program, or Portfolio Management
• Strong people manager with experience leading managers and technical teams
• Deep understanding of enterprise infrastructure in regulated environments
• Experience supporting end-user teams and production operations
• Windows-based infrastructure experience (engineering, design, implementation)
• Knowledge of networking, infrastructure hardware, and enterprise software platforms
• Experience with access management, security controls, and vulnerability management
• Financial services or similarly regulated industry experience preferred
• Strong communication, leadership, and stakeholder management skills
• Experience with DEX or similar tools

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