AVP of IT Infrastructure

The AVP of IT Infrastructure is responsible for the design, performance, security, and resilience of the credit union's network, server, storage, and cloud/hosted environments. Reporting to the Chief Technology Officer (CTO), this role ensures the technology foundation is scalable, secure, and highly available to support member-facing and internal systems. The AVP leads a team responsible for infrastructure engineering, systems administration, and end-user support, driving reliability and operational excellence across the technology environment.

Duties & Responsibilities

Leadership & Team Management

• Provide leadership, coaching, and professional development for the IT Infrastructure team, fostering a culture of accountability, collaboration, and member-focused service.
• Set clear performance goals, conduct regular reviews, and manage staffing, scheduling, and workload distribution across the team.
• Partner with the CTO to translate technology strategy into infrastructure roadmaps and operational execution.

Infrastructure Architecture & Engineering

• Lead the design, roadmap, and lifecycle management of network, compute, storage, virtualization, and hybrid/cloud environments.
• Establish infrastructure standards, configuration baselines, and engineering best practices.
• Maintain architectural documentation, runbooks, and standard operating procedures.
• Evaluate and recommend emerging infrastructure technologies that improve reliability, efficiency, and scalability.

Capacity, Performance & Reliability

• Oversee capacity planning, performance tuning, and proactive maintenance to ensure high availability and minimize downtime.
• Implement monitoring and alerting to track infrastructure uptime, performance, and scalability metrics.
• Drive continuous improvement in infrastructure resilience and operational efficiency.

Infrastructure Security & Compliance

• Design and maintain secure infrastructure, including network segmentation, firewall architecture, identity/access infrastructure, and system hardening standards.
• Ensure infrastructure adheres to regulatory requirements (NCUA, GLBA, and applicable examiner expectations) and internal security policies.
• Support audit, examination, and vendor due-diligence activities related to infrastructure.
• Partner with information security stakeholders on vulnerability management, access controls, and incident response.

End-User Support & Service Delivery

• Oversee the Helpdesk function to deliver timely, high-quality support to internal staff across all branches and departments.
• Establish and monitor service-level agreements (SLAs), ticket metrics, and customer satisfaction targets.
• Drive continuous improvement in support processes, self-service tools, and first-contact resolution rates.

Business Continuity & Disaster Recovery

• Design, maintain, and test disaster recovery and business continuity plans at the infrastructure level, including redundancy and high-availability architecture.
• Coordinate operational readiness for outages, incidents, and recovery scenarios.

Vendor & Asset Management

• Manage relationships with infrastructure, hosted-environment, and support vendors, including contracts, performance, and renewals.
• Oversee IT asset lifecycle management, including procurement, inventory, and decommissioning of hardware and software.

Budget & Planning

• Assist in developing and managing the IT Infrastructure budget, including forecasting and cost-control measures.
• Recommend technology investments that improve reliability, efficiency, and scalability.