IT Infrastructure Manager

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The IT Infrastructure Manager leads a team responsible for the engineering, delivery, modernization, and continuous improvement of CCM’s enterprise infrastructure platforms. This role is accountable for designing, building, and delivering secure, scalable, resilient, and supportable technology solutions across CCM’s hybrid infrastructure environment.

This is a BUILD-focused leadership role responsible for infrastructure strategy, engineering standards, project delivery, automation, platform modernization, and operational readiness. The IT Infrastructure Manager partners closely with Enterprise Architecture, Security & Risk, Technology Operations, PMO, and business technology stakeholders to ensure infrastructure solutions are well-designed, well-documented, secure, repeatable, and ready for operational support. This role encompasses cloud infrastructure, on-premises infrastructure, network engineering, identity and access platforms, Microsoft 365 and collaboration foundations, endpoint platform foundations, automation, Infrastructure as Code, and enterprise platform delivery.

Job Responsibilities:

• Develop and execute short- and long-term infrastructure roadmaps that support CCM’s business growth, technology modernization, and operational resilience.
• Translate enterprise technology objectives into practical infrastructure plans across hybrid cloud, AWS, Azure, networking, identity, endpoint foundations, collaboration platforms, and core enterprise services.
• Define and maintain infrastructure engineering standards, reference architectures, design patterns, documentation expectations, and operational readiness requirements.
• Drive scalable, repeatable infrastructure delivery through automation, Infrastructure as Code, standard templates, reusable patterns, and disciplined change management.
• Partner with Enterprise Architecture and Security & Risk to ensure infrastructure solutions align with enterprise architecture principles, security controls, compliance expectations, and business continuity requirements.
• Evaluate emerging technologies, vendors, services, tools, and delivery models that improve reliability, scalability, cost efficiency, security, and engineering velocity.
• Develop business cases, cost-benefit analyses, and recommendations for infrastructure investments, modernization initiatives, and platform improvements.
• Lead the design, engineering, and implementation of infrastructure solutions across CCM’s hybrid environment, including AWS, Azure, on-premises platforms, networking, identity/IAM, Microsoft 365, collaboration tools, and endpoint platform foundations.
• Oversee infrastructure project delivery from intake through design, implementation, testing, documentation, transition, and operational handoff.
• Ensure new infrastructure solutions are secure by design, observable, resilient, cost-conscious, supportable, and aligned with enterprise standards.
• Drive adoption of modern deployment practices, including Infrastructure as Code, Git-based workflows, CI/CD pipelines, automated configuration, scripting, and repeatable release patterns.
• Provide leadership for infrastructure modernization efforts, lifecycle management, cloud adoption, platform consolidation, technical debt reduction, and service improvement initiatives.
• Ensure infrastructure designs include appropriate monitoring, alerting, logging, backup, recovery, capacity, performance, and support requirements before transition to Operations.
• Partner with Technology Operations to ensure clean handoffs, clear runbooks, escalation paths, knowledge transfer, and operational support models.
• Manage engineering delivery across core infrastructure domains, including cloud platforms, network services, identity services, directory services, collaboration platforms, and enterprise productivity foundations.
• Support AWS as a required platform capability and Azure as a preferred platform capability, ensuring cloud environments are built with strong governance, security, resiliency, automation, and cost-management practices.
• Provide leadership across network engineering capabilities such as LAN/WAN, SD-WAN, VPN, DNS, DHCP, firewall coordination, connectivity, segmentation, cloud networking, and performance optimization.
• Guide identity and access platform initiatives involving Active Directory, Microsoft Entra ID, SSO, MFA, privileged access, conditional access, lifecycle management, and least-privilege access models.
• Support Microsoft 365 and collaboration platform foundations, including governance, platform configuration, security alignment, service enablement, and enterprise adoption needs.
• Partner with endpoint, security, and operations teams to ensure endpoint platform foundations are standardized, manageable, secure, and aligned with enterprise requirements.
• Partner with Security & Risk to embed security requirements into infrastructure designs, implementation plans, and operational readiness criteria.
• Ensure infrastructure platforms support appropriate controls for identity, access, logging, encryption, vulnerability management, patching, lifecycle management, backup, recovery, and resiliency.
• Support disaster recovery, business continuity, incident readiness, and infrastructure resilience planning.
• Participate in major incident reviews, root cause analysis, remediation planning, and continuous improvement activities as an infrastructure engineering leader.
• Ensure infrastructure documentation, architecture diagrams, standards, implementation records, and support procedures remain current and audit-ready.
• Establish strong delivery practices that balance speed, quality, security, supportability, and long-term maintainability.
• Maintain clear communication with IT leadership, project stakeholders, Technology Operations, Security & Risk, Enterprise Architecture, PMO, business partners, and vendors.
• Provide executive-ready updates on infrastructure initiatives, risks, delivery progress, resource needs, dependencies, and decision points.
• Define and track key performance indicators related to infrastructure delivery, platform health, project execution, technical debt reduction, automation, and operational readiness.
• Serve as an escalation point for complex infrastructure engineering issues, major production concerns, and high-priority platform decisions.
• Ensure infrastructure work is prioritized, planned, delivered, documented, and transitioned effectively.
• Lead, coach, and develop a team of infrastructure engineers and technical professionals.
• Set clear goals, priorities, standards, and expectations for team delivery, quality, documentation, collaboration, and accountability.
• Manage team capacity, resource planning, work assignments, performance feedback, hiring, onboarding, and professional development.
• Build a culture of ownership, continuous improvement, engineering discipline, service excellence, and cross-functional partnership.
• Promote knowledge sharing, standardization, mentoring, and repeatable delivery practices across the infrastructure team.
• Manage vendor relationships, technology evaluations, renewals, support agreements, and infrastructure-related procurement activities.
• Support infrastructure budget planning, forecasting, cloud cost management, licensing reviews, and cost optimization efforts.
• Partner with PMO and IT leadership to manage the infrastructure project portfolio, prioritize demand, identify delivery risks, and ensure alignment to enterprise objectives.
• Evaluate infrastructure investments based on business value, risk reduction, operational impact, scalability, security, and total cost of ownership.
• Participate in escalation support for major incidents, high-priority infrastructure issues, and critical production events.
• Occasional work outside standard business hours may be required to support planned maintenance, production changes, incident response, and project implementations.

Qualifications and Skills:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• One or more industry-recognized certifications in cloud technologies, infrastructure automation, project management, cybersecurity, networking, endpoint management, or IT service management, preferred.
• 8+ years of progressive experience in infrastructure engineering, platform engineering, cloud infrastructure, network engineering, systems engineering, or related technology roles.
• 3+ years of experience leading infrastructure, platform, systems, network, or cloud engineering teams.
• Advanced experience delivering infrastructure solutions in a hybrid enterprise environment.
• Experience leading infrastructure projects from design through implementation, documentation, transition, and support readiness.
• Experience with Infrastructure as Code and automation tools such as Terraform, CloudFormation, Bicep, Ansible, PowerShell, Python, Bash, or similar technologies.
• Experience with CI/CD, Git-based workflows, release management, configuration management, and repeatable deployment practices.
• Experience with Microsoft 365, collaboration platforms, endpoint platform foundations, and enterprise productivity services.
• Experience with ITSM practices, change management, incident/problem management, operational readiness, and production support transition.
• Advanced experience in vendor management, budgeting, cost analysis, and infrastructure investment planning.
• Experience working in a regulated or security-conscious environment; financial services or mortgage industry experience, preferred.
• Advanced technical knowledge of AWS, Azure, hybrid infrastructure, virtualization, Windows and Linux server platforms, enterprise storage, backup/recovery, networking, and identity platforms.
• Advanced knowledge of Active Directory, Microsoft Entra ID, SSO, MFA, conditional access, privileged access, and identity lifecycle management.
• Knowledge of LAN/WAN, SD-WAN, DNS, DHCP, VPN, firewalls, routing, switching, load balancing, cloud networking, and network segmentation.
• Knowledge of AWS is required; Azure experience, preferred.
• Advanced understanding of infrastructure architecture, cloud architecture, networking, identity and access management, Microsoft enterprise platforms, automation, and operational support models.
• Advanced understanding of monitoring, logging, alerting, observability, capacity planning, performance management, and service reliability practices.
• Comfortable operating in a large, complex, and rapidly evolving organization.
• Skilled in leadership, strategic planning, decision-making, and driving execution to achieve business objectives.
• Skilled in communication, including communicating complex technical topics effectively to both technical and non-technical audiences.
• Skilled in partnering across Infrastructure, Operations, Security & Risk, Architecture, PMO, and business teams.
• Highly organized, delivery-oriented, and comfortable managing multiple priorities in a dynamic environment.
• Excellent analytical and problem-solving skills.
• Skilled in evaluating and balancing competing priorities, including quality, security, cost, delivery timelines, and operational requirements.
• Skilled in aligning technology services with customer requirements, business objectives, and organizational reliability standards.
• Skilled in talent development, process improvement, standards enhancement, and building effective technical teams.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.