Fidelity & Guaranty ("F&G") —a division of Fidelity National Financial, Inc. ("FNF"), a Fortune 500 company—is committed to helping Americans prepare for and live comfortably in their retirement. Through its subsidiaries, F&G is a leading provider of annuity and life insurance products. For nearly 60 years, we have offered annuity and life insurance products to those who are seeking safety, protection and income solutions to meet their needs.
At F&G, we believe our culture is what makes our company great. In 2020, we received a Top Workplace award, which we credit to our employees' shared cultural values: Collaborative, Authentic, Dynamic and Empowered. We believe that by embracing these values, we will continue to build and strengthen the company, while being a great place to work. We recruit talented and committed individuals to join our team, and we provide opportunities for personal and professional growth.
The Director, IT Infrastructure Support Services is primarily responsible for aspects of IT infrastructure support and service delivery including: Installation and removal of enterprise software and its supporting infrastructure, desktop engineering, oversee the support of technical infrastructure as it relates to enterprise related software and affiliated infrastructure(s) that provide service capability to F&G.
In addition, this role is accountable for the provision of client-side hardware and customer service via the engineering team and the Service Desk to all employees and consultants of F&G irrespective of geographical location. This position is responsible to ensure that our service delivery exceeds documented service level agreements with business colleagues. The incumbent is accountable for all problems, change configuration and release management activities for his/her area of responsibility. The Director, Infrastructure Operations will support and execute the technical planning and architectural leadership provided by F&G technical architect(s). Ability to conceptualize, plan and deploy technology in a strategic and/or tactical manner is required. This position delivers service using both internal and external resources.
This incumbent will lead the technology Engineering & Cloud Services teams, reporting to the AVP, Engineering and Cloud Services. The role will be responsible for execution around the entire development lifecycle (ideation, build, support, and sunset) of solutions for the designated functional areas.
The incumbent will work closely with subject matter experts from the technical and business teams to develop and deploy technical solutions in supporting the critical business functions of the enterprise. He/she will have a staff that supports internal technical software and systems, including technology engineers and support technicians as well as the responsibility to manage various technology consultants and contract resources simultaneously.
Duties and Responsibilities
Manage the delivery of agreed technology and support services within an approved budget using a combination of internally and externally delivered services and balancing both short- and long-term cost and value to the business
Utilize in-depth knowledge of leading-edge products, services and technology to develop and implement solutions in complex enterprise environments;
Evaluate and recommend new technological systems and vendor products to develop system solutions that match or pre-empt business requirements as well as managing selected vendor relationships as required;
Responsible for the oversight, management and coordination of the F&G desktop environment(s)
Responsible for the daily oversight of any related vendor – delivered services including telecommunications and other services, ensuring that vendors perform against contractual terms
Play a key role including the lead role at times in vendor identification, due diligence, selection and on-boarding including negotiation of SOWs and pricing
Enhance and maintain capacity and performance planning, measuring and monitoring and reporting;
Deliver timely support services to the business through internal or external engineer and desktop support resources
Ensure effective communication and interaction with key associates involved in the delivery of infrastructure solutions including traveling to meet with key colleagues to enhance understanding of overall requirements
Ensure an open dialogue with business units to ensure business requirements are understood and service delivery is aligned
Ensure related systems, networks and other application structures are sufficiently documented and proper knowledge transfer between employees and other key resources
Assist with the creation and management of IT Policies and Procedures to ensure effective company-wide operations
Work with internal and external auditors to provide appropriate evidence for SOX and other reporting requirements, efficiently remediate issues that may arise
Work with the AVP of IT Engineering & Cloud Services to develop, enhance and maintain effective reporting, dashboards and that track and measure performance of IT operations,
Experience and Education Requirements
Excellent communication and presentation skills including the ability to clearly articulate technology strategy recommendations often to those without a technical acumen;
B.S. degree in management information systems, computer science or a minimum of five to seven years of related professional experience.
Experience leading/managing within a successful IT organization in the financial services industry.
Proven experience in managing IT infrastructure services teams (including systems administration)
Minimum of 10 years of infrastructure experience
Minimum 5 years of experience in Microsoft Active Directory, MS Exchange and SQL server; Enterprise Disaster Recovery and Business Continuity Planning
Preferred Experience, Skills & Abilities
Self-motivation and ability to thrive in fast-paced organization, outstanding multi-tasking and organization skills;
Strong problem solving and analytical skills, solid technical experience in the areas of network, application servers, e-mail, security and communications technology, backup and disaster recovery;
Proven experience developing, planning and executing enterprise-wide infrastructure initiatives;
Strong influencing skills, the ability to interface at all levels of the organization. Ability to develop solutions through collaboration;
Experience with ITIL framework and processes helpful;
Knowledge of and familiarity with current and emerging technologies;
Positive team-oriented focus with the ability to communicate IT goals and vision throughout organization in a clear and compelling manner;
5+ years of experience with coordinating with third party service providers and vendors
Experience in distributed data center model
Experience with automated monitoring tools
Experience with VOIP, VTC and Mobility is a plus
Physical Demands and Work Environment
This position requires agreement to provide after-hours work/support and/or some weekend work.
This position requires the employee to potentially work in a data center environment where elevated noise levels are an industry standard.
This position requires ability to often sit for extended periods of time during meetings of various lengths and in support of daily operations.
This position requires the employee to be mobile and lift, carry, bend over, step, climb and grasp heavy computer hardware not to exceed 75 lbs for the purposes of installation, removal and maintenance of computer hardware from within the data center and office environments.
Travel for this position is estimated at 0 - 10%, so must be able to travel if required.