Manager IT Infrastructure Systems

Network Operations Center (NOC) and Systems Administration is responsible for leading 24x7 IT operations to ensure the availability, performance, and security of enterprise infrastructure across on-premises, cloud, and SaaS environments. This role oversees centralized monitoring, incident response, and service management while providing technical leadership for system administration monitoring spanning Azure, identity management, M365, and core infrastructure platforms. The position drives operational excellence through ITIL-aligned processes, automation, and standardized runbooks, while delivering clear communication during incidents and maintaining accountability for service levels, system health, and continuous improvement., NOC Operations & Service Monitoring

• Lead 24x7 monitoring operations for network, infrastructure, cloud, and SaaS systems
• Ensure visibility across:
• Network (LAN/WAN, firewalls, load balancers)
• Servers, compute, storage, databases
• Azure IaaS/PaaS and SaaS platforms (M365, etc.)
• Establish service-level monitoring aligned to business services and dependencies
• Oversee alerting strategy (thresholds, anomaly detection, service impact)
• Drive end-user experience monitoring and SaaS observability

Incident, Problem & Change Management (ITIL)

• Own escalation model and execution of:
• Incident management
• Problem management (root cause analysis)
• Change coordination (as applicable)
• Ensure all incidents include:
• Business impact
• Root cause
• Resolution actions
• Lead P1/P2 incident response, including bridge calls and leqdership communications
• Drive MTTR reduction and SLA adherence

Systems Administration Leadership

Oversee enterprise system administration monitoring across:

• Cloud Platform (Azure)
• VMs, storage, networking, subscriptions, IAM
• Identity & Access (Entra/AD)
• SSO, MFA, RBAC, conditional access
• M365 Administration
• Exchange, SharePoint, Teams, Intune
• Infrastructure
• VMware, storage, backups, patching (Tanium/Veeam)
• Security & Certificates
• PKI, certificate lifecycle, Key Vault
• Monitoring & Tooling
• Datadog, Tanium, automation tooling

Runbooks, Automation & Knowledge Management

• Establish and maintain standardized runbooks for all operational processes
• Integrate with ServiceNow knowledge base and workflows
• Drive automation and self-healing capabilities, including:
• Service restarts
• System cleanup and recovery actions
• Ensure continuous update and governance of operational documentation

Operational Governance & Reporting

• Define and enforce operational KPIs and dashboards, including:
• System health and availability
• Incident and outage metrics
• SLA compliance and MTTR
• Deliver real-time operational dashboards and executive reporting
• Identify trends, recurring issues, and prevention strategies

Communication & Stakeholder Management

• Own incident communication framework (P1/P2/P3 severity levels)
• Ensure business-impact messaging (users impacted, workaround, ETA)
• Coordinate with:
• Application teams
• Cloud/DevOps teams
• Vendors and SaaS providers
• Provide post-incident reports and continuous improvement actions

Process Improvement & ITIL Maturity

• Standardize operational processes across NOC and Systems teams
• Improve:
• Monitoring coverage
• Alert quality and noise reduction
• Ticket lifecycle management
• Align to ITIL best practices and governance model
• Drive accountability across infrastructure operation

Team Leadership & Development

• Lead NOC and Systems Administration
• Define roles, responsibilities, and escalation paths
• Build a culture of:
• Accountability
• Operational excellence
• Continuous improvement
• Identify skill gaps and support training for modern cloud/NOC operations

Technical

• 8+ years in IT Infrastructure / Operations (with leadership experience)
• Strong expertise across:
• Azure (IaaS/PaaS, governance)
• Networking (firewalls, routing, load balancing)
• Enterprise systems (AD/Entra, M365, VMware)
• Experience with monitoring platforms (e.g., Datadog)
• Knowledge of automation and scripting (PowerShell, Python preferred)

Process & Leadership

• Strong ITIL experience (Incident, Problem, Change)
• Experience managing NOC or enterprise operations teams
• Proven ability to drive operational transformation and standardization
• Strong communication skills for executive and technical audiences

Physical Demands & Work Environment

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.
• Although very minimal, flexibility to travel as needed is preferred.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc., * While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.
• Although very minimal, flexibility to travel as needed is preferred.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.

We’re committed to supporting the well-being and success of our team members. As part of our organization, full-time employees can expect:

• Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
• Additional health support, including telehealth and Employee Assistance Program (EAP) services
• Company match on Health Savings Account contributions
• Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
• Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
• 401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
• Paid Time Off (PTO) and Sick Leave to support work-life balance
• Team members receive nine paid holidays plus two floating holidays
• Opportunities for advancement in a company that supports personal and professional growth
• A challenging, stimulating work environment that encourages new ideas
• Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace

• A mission-driven, inclusive culture where your work makes a meaningful impact, We’re committed to supporting the well-being and success of our team members. As part of our organization, full-time employees can expect:

• Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
• Additional health support, including telehealth and Employee Assistance Program (EAP) services
• Company match on Health Savings Account contributions
• Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
• Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
• 401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
• Paid Time Off (PTO) and Sick Leave to support work-life balance
• Team members receive nine paid holidays plus two floating holidays
• Opportunities for advancement in a company that supports personal and professional growth
• A challenging, stimulating work environment that encourages new ideas
• Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
• A mission-driven, inclusive culture where your work makes a meaningful impact

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit www.valeris.com.

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit www.valeris.com., At Valeris, we don’t just accept difference - we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.