Director, Infrastructure & Operations

Exemption Status: United States of America (Exempt) $155,380 - $221,416 - $287,451 “Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors. A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.” This position is not eligible for Sponsorship. MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team! Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare. At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution! Job Description Summary The Director, Infrastructure & Operations is responsible for leading the organization's enterprise technology infrastructure and operational support functions. This role oversees the strategy, architecture, delivery, and continuous improvement of on-premises and cloud infrastructure, with primary emphasis on the reliability, security, scalability, and performance of the organization's on-premises data center and infrastructure environments. The Director leads teams responsible for servers, storage, databases, networks, virtualization platforms, end-user computing, disaster recovery, and cloud services while aligning technology operations with business objectives and regulatory requirements. Essential Duties and Responsibilities include the following. Other duties may be assigned. Infrastructure Strategy & Leadership Develop and execute an infrastructure and operations strategy aligned with business priorities, with on-premises infrastructure as the core environment and cloud services adopted selectively where they provide business value. Lead modernization initiatives across data centers, compute, storage, networking, database, virtualization, automation, and cloud platforms. Drive operational excellence, resilience, standardization, automation, and continuous improvement. Evaluate relevant technologies and industry trends to support business growth, risk reduction, and long-term sustainability. Operations & Service Delivery Ensure 24x7 availability, monitoring, support, and continuous improvement of critical enterprise systems and infrastructure services. Oversee incident, problem, change, capacity, configuration, and service management processes. Establish, monitor, and report service level agreements, performance measures, and operational health indicators. Serve as an executive escalation point for infrastructure, application, systems, network, database, and vendor-related operational issues. Maintain current standard operating procedures, policies, support documentation, communications, and knowledge resources. Infrastructure Management Lead the management and evolution of enterprise infrastructure across on-premises and cloud environments. Oversee data center operations, server infrastructure, virtualization platforms, storage systems, backup and recovery solutions, networking, databases, telecommunications, end-user platforms, and cloud services. Ensure infrastructure capacity, availability, performance, security, and resiliency meet business and operational requirements. Develop and execute lifecycle management strategies, including hardware refreshes, software upgrades, technology currency, and platform modernization. Own disaster recovery, business continuity, backup, restoration, and high-availability strategies for critical enterprise systems. Oversee infrastructure provisioning, production deployments, operational validation, monitoring, and performance tuning. Security, Risk & Compliance Partner with cybersecurity, risk, privacy, and compliance teams to maintain a secure and compliant infrastructure environment. Ensure infrastructure operations comply with applicable regulatory requirements, contractual commitments, security standards, and corporate policies. Oversee vulnerability remediation, patch management, platform hardening, privileged access controls, backup integrity, and disaster recovery testing. Maintain audit-ready documentation and evidence for infrastructure controls and operational processes. Financial & Vendor Management Develop and manage infrastructure operating and capital budgets, forecasts, and investment priorities. Oversee contracts, product licensing, subscriptions, managed services, and strategic vendor relationships. Ensure appropriate service and licensing coverage while identifying opportunities for cost containment, consolidation, and value optimization. Monitor vendor performance, service commitments, risks, and remediation plans. People Leadership Lead, mentor, and develop infrastructure and operations managers and technical professionals. Establish clear objectives, accountability, succession plans, and career development opportunities. Build a high-performing culture focused on customer service, collaboration, ownership, disciplined execution, and continuous learning. Plan workforce capacity and maintain effective on-call and escalation coverage for 24x7 operations. Supervisory Responsibilities Manages assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary. Client Responsibilities This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience BA/BS Degree or equivalent; plus 10 years’ related experience; 10 years of SME in respective area(s); (or equivalent combination of education and experience); and 8 years supervisory experience; Supervisory experience may be substituted with 10 years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Director level or above that must be completed within 12 months in new position. Computer Skills On-premises data centers and enterprise facilities infrastructure Windows and Linux server platforms; VMware and other virtualization technologies SAN/NAS storage, backup, recovery, archival, and disaster recovery technologies Database platforms such as SQL Server, Oracle, and PostgreSQL LAN/WAN, Wi-Fi, VPN, SD-WAN, load balancers, firewalls, DNS, DHCP, and telecommunications Identity and access management, directory services, SSO, MFA, and privileged access management Infrastructure monitoring, observability, logging, alerting, and capacity management Cloud platforms such as Azure, AWS, or GCP and integration with on-premises environments IT service management processes and platforms such as ServiceNow or Jira Infrastructure automation, configuration management, and Infrastructure as Code practices Certificates, Licenses, Registrations None required. Other Skills and Abilities Infrastructure availability, reliability, and service uptime Mean Time to Detect and Mean Time to Recover SLA attainment, incident reduction, and operational responsiveness Patch, vulnerability remediation, backup, restore, and disaster recovery success rates Capacity, performance, and technology lifecycle health Security, regulatory, audit, and policy compliance Customer satisfaction and service quality Budget performance, cost optimization, and vendor value realization Modernization and project delivery outcomes Reasoning Ability Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases. Ability to deal with a variety of abstract and concrete variables. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Mathematical Skills Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis. Language Skills Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Competencies To perform the job successfully, an individual should demonstrate the following competencies: Business Acumen Directing Others Organizational Agility Conflict Management Drive for Results Political Savvy Customer Focus Innovation Management Strategic Agility Decision Quality Managerial Courage Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Ability to maintain clear near visual acuity at approximately 20 inches or less (i.e., “close vision”) to accurately read fine print, view computer screens, and handle small objects. Requires adequate color vision and depth perception to support safety and precision in detail-oriented tasks. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This position may regularly be exposed to or encounter moving mechanical parts, high, precarious places, fumes, or airborne particles, toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock or vibration. The noise level in the work environment is usually moderate (examples: business office with computers and printers, light traffic). Work Location This position must work on-site at the San Diego Headquarters for purposes of providing adequate support to internal clients; being available for face-to-face interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as for facilitation of quick and effective decisions through collaboration with stakeholders. Remote work is not an option for these purposes. Working Hours This is an exempt level position requiring the incumbent to work the hours required to fully accomplish job responsibilities and meet deadlines for work deliverables. The individual must have the flexibility to work beyond traditional hours and be able to work nights, weekends or on holidays as required. Work hours may be changed from time to time to meet the needs of the business. Typical core business hours are Monday through Friday from 8:00am to 5:00pm. Travel This position requires domestic travel of up to 10% of the time. The Perks: Medical / Dental / Vision / Wellness Programs Paid Time Off / Company Paid Holidays Incentive Compensation 401K with Company match Life and Disability Insurance Tuition Reimbursement Employee Referral Bonus To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego, California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets. Equal Opportunity Employer, Male/Female/Disabilities/Veterans OSHA/ADA: To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.