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IT Manager (Site Infrastructure Operations)

Worcester, MA, USA

Job Type

Full Time


Job Summary:

The IT Manager is responsible for overseeing all IT infrastructure operations at a Worcester, MA GMP facility. Reporting into the Senior Director, IT & Validation, the individual will play a critical role in ensuring the smooth functioning, maintenance, and optimization of the site's IT infrastructure. This role will collaborate closely with uBriGene’s functional heads and will have a broad range of responsibilities encompassing service desk management, vendor management, backups/data protection, disaster recovery (DR) planning, infrastructure security, and ensuring adherence to various industry standards and architectures.

Key Responsibilities:

IT Infrastructure Operations Management:

• Oversee the day-to-day operations of the site's physical and virtual IT infrastructure, including:

• MS Azure AD Virtual Servers

• Cisco/Meraki networks

• Telecom

• Storage

• Workstations (incl. lab PCs

• Other critical infrastructure components.

• Ensure high availability, reliability, and performance of infrastructure services to meet business requirements.

• Monitor and manage infrastructure incidents, problems, and service requests, ensuring timely resolution and minimal disruption to operations.

• Develop and implement proactive maintenance and monitoring procedures to identify and address potential infrastructure issues.

Service Desk Management:

• Provide leadership and guidance to the service desk team, ensuring efficient and effective handling of user requests, incident & problem management.

• Define and enforce service desk processes and procedures to ensure consistent and high-quality customer service.

Backups and Disaster Recovery (DR) Management:

• Develop and implement comprehensive backup and disaster recovery plans for the site's infrastructure, ensuring business continuity in the event of system failures or disasters.

• Regularly test and validate backup and DR procedures to ensure their effectiveness and reliability.

• Collaborate with regional North American infrastructure teams to align DR strategies with established regional standards and architectures.

Collaboration and Communication:

• Collaborate with North American regional infrastructure leads to align site-level operations with regional standards, architectures, and initiatives.

• Act as a liaison between the site and regional teams, ensuring effective communication, coordination, and adherence to regional guidelines.

• Provide regular updates and reports to Site and Global Leadership and other key stakeholders on the status of site infrastructure operations, projects, and initiatives.

Infrastructure Security:

• Ensure the implementation and maintenance of comprehensive cyber security measures within the infrastructure, including network security, access controls, and data protection.

• Collaborate with external service providers to address vulnerabilities, monitor security incidents, and implement security best practices.

• Stay updated with emerging security threats and technologies, proactively identifying risks and recommending appropriate countermeasures.

GmP/GlP Compliance:

• Operate in a GmP/GlP context, ensuring adherence to regulatory requirements and industry guidelines specific to the site.

• Collaborate with Quality Assurance and Validation teams to implement and maintain necessary controls, documentation, and audits to meet GmP standards.

• Provide guidance and support during internal and external audits related to IT infrastructure operations.


Qualifications and Experience: 

  • Bachelor’s degree in information technology, computer science, or a related field (or equivalent work experience).

  • Demonstrated experience managing IT infrastructure operations, preferably in a dynamic, multinational organization.

  • Strong knowledge of Microsoft and Cisco IT infrastructure components, including M365 Administration, virtual servers, wired/wireless networks, and storage.

  • Demonstrated technical proficiency in SharePoint administration including PowerShell scripting, MS AD Group Policy Management, and Intune configuration.

  • Proven experience in service desk management, including incident, problem, and request management processes.

  • Solid understanding of backup and disaster recovery strategies and technologies.  Experience with Barracuda data protection a plus.

  • Experience in vendor management, including contract negotiation, performance management, and relationship building.

  • Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and senior stakeholders.

  • Strong leadership capabilities, with the ability to motivate and guide a team toward achieving operational objectives.

  • Demonstrated analytical and problem-solving skills, with the ability to identify and resolve complex infrastructure issues.

  • Ability to effectively collaborate with stakeholders and team members to establish and monitor key performance indicators (KPIs) to measure service desk performance and identify areas for improvement.

  • Vendor Management:

    • Ability to take ownership of day-to-day vendor relationships and manage vendor performance in accordance with established contracts and service level agreements.

    • Experience coordinating with vendors and/or regional IT teams to procure necessary hardware, software, and services, ensuring cost-effective solutions that align with business needs, and making recommendations to senior management regarding vendor selection and ongoing partnerships.

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