Aurigo - Manager - IT Infrastructure & Operations

About Aurigo : Aurigo is an AI-native capital program management platform trusted by over 300 customers managing more than $450 billion in capital programs across North America. With over 40,000 projects delivered, Aurigo helps organisations in transportation, water and utilities, healthcare, higher education, and government plan, build, and manage infrastructure with confidence. Recognised as one of the Top 25 AI Companies of 2024 and a Great Place to Work for three consecutive years, we leverage artificial intelligence to create smarter, more connected outcomes. At Aurigo, we don't just build software - we help shape the future of infrastructure. Summary : The IT Manager - Infrastructure & Operations will lead day-to-day IT operations, infrastructure management, and endpoint/network security for the organization. This role manages the IT helpdesk and infrastructure teams, drives automation and process improvement initiatives, and ensures reliable, secure, and well-governed IT operations. The role works closely with cross-functional teams to support business operations. Responsibilities : - Manage day-to-day IT operations, ensuring smooth and reliable service delivery across the organization. - Champion automation and self-service initiatives to shrink ticket volumes and elevate operational efficiency. - Own IT helpdesk (e.g., Zendesk), ensuring timely resolution within OLA/SLA targets and managing escalations. - Lead incident and major outage management, including post-incident root cause analysis (RCA). - Manage end-to-end employee onboarding/offboarding IT processes, including timely access provisioning and de-provisioning. - Maintain accurate IT assets inventory, including hardware, software licenses, and allocation tracking. - Own the Incident Management lifecycle end-to-end, driving MTTR reduction and service reliability through structured triage and escalation frameworks. - Champion Problem Management practices - root-cause and trend analysis to eliminate recurring incidents and drive continuous service improvement (CSI). - Good understanding of the Change Management process (CAB) to ensure controlled, low-risk implementation of infrastructure and IT application changes. IT Operations & Service Management : - Manage day-to-day IT operations, ensuring smooth and reliable service delivery across the organization. Infrastructure & Security : - Manage overall IT infrastructure, Application availability, and security, including endpoint and IoT devices. - Maintain Configuration Management Database (CMDB) accuracy, underpinning change and incident traceability. - Administer identity and access management (Entra ID, conditional access, MFA enforcement). - Architect and maintain enterprise-grade Disaster Recovery / Business Continuity strategy, with periodic DR testing to safeguard operational resilience. - Own endpoint security posture, including Intune, EDR/antivirus, ZeroTrust system, vulnerability management, and patch compliance. - Support penetration testing exercises by coordinating required artifacts and tracking remediation. - Monitor AI tool usage on endpoint devices and enforce applicable security best practices. - Support the organization's compliance posture across applicable frameworks (SOC 2, ISO 22301, FedRAMP, CIS, etc.). - Identify and implement best practices to continuously improve IT processes and service quality. - Provide regular status updates on operations, risks, and key initiatives. Team Management : - Supervise and mentor the IT operations/infrastructure team; support hiring and onboarding as needed. - Support career development planning, goal setting, and performance reviews for team members. - Build and coach a high-performing IT team, fostering a culture of ownership and continuous improvement. Requirements : - Bachelor's degree in computer science, information technology, or related field. - 10+ years of experience in IT infrastructure and operations, including experience managing a team. - Hands-on expertise with Microsoft 365, Azure/Entra ID, Intune, and endpoint security tools (EDR/AV). - ITIL v4 Foundation certified (or equivalent), with hands-on ownership of Incident, Problem, and Change Management processes. - Knowledge of managing the PaloAlto, Cisco and any SASE solutions (NetSkope) is a plus. - Demonstrated success driving ITSM process maturity and CSI initiatives. - Working knowledge of enterprise AI tools (e.g., Copilot, Claude) and their effective, secure use for productivity and IT process automation. - Proven team management skills, with the ability to motivate and inspire others. - Excellent communication and collaboration skills, with the ability to work effectively with different levels and departments. - Strong analytical and problem-solving skills, with the ability to handle complex and challenging situations. - Highly organized and detail-oriented, with the ability to prioritize and manage multiple tasks and projects. - Self-motivated and proactive, with the ability to work independently.