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IT Operations Manager

Tech Talent Link
July 9, 2021
Remote, United States of America
Job Type


Job Summary:
Manager, IT Operations will lead a skilled team focused on driving technical and operational excellence for the company. This Manager will consistently demonstrate passion for creating exceptional experiences for our stakeholders, through optimizing the performance and availability of critical applications and services. In doing so, they will leverage their strong analytical abilities in establishing and measuring the appropriate KPIs, and then prioritize optimization efforts across the department. They will also develop and promote processes, policies, and standards across applications and services to deliver these KPIs consistently. The role will heavily leverage best of breed tools to gather and report data, in methods best aligned to a diverse group of stakeholder needs.

The right candidate for this role will be a technical leader across disciplines; comfortable directing and coaching their direct reports and others remotely, while getting ‘hands on’ as needed. They will also enjoy working in a fast-paced, heavily collaborative environment, providing rapid resolutions and expertise for continuous improvement.

***We are unable to work with 3rd-party or corp-to-corp candidates for this position***
This position can be performed 100% remotely

Key responsibilities include:

  • Create IT Operations vision for the company
  • Lead daily work prioritization leveraging Kanban
  • Build team competencies in managing a Cloud-First environment
  • Develop an exceptional team delivering to company objectives
  • Develop deep understanding of company applications and services
  • Build strong relationships across all stakeholder groups and align IT Operations strategy to best meet their needs
  • Align roles and responsibilities for all stakeholders internal and external to best support IT Operations requirements
  • Partner with Engineering managers to develop appropriate support model to most effectively leverage resources across teams
  • Manage efforts of critical 3rd party service providers managing technologies such as MSSQL and Oracle databases, and NOC services
  • Establish runbooks for all applications with associated escalation procedures to reduce MTTRs
  • Develop onboarding / production readiness processes
  • Establish KPI’s, SLA’s, and track and report on metrics
  • Develop dashboards using best of breed tools to support all stakeholders needs
  • Evaluate and optimize current monitoring and performance management tools
  • Participate in development standups to understand product release risks and impact
  • Own Major Incident Management process- driving rapid resolution and efficient follow-up on root causes
  • Lead RCA process for continual process improvement by identifying problems and delegating ownership of follow-up
  • Drive Leadership reporting and prioritization of remediation objectives
  • Continually drive automation to increase efficiency
  • Perform on-call duties as needed to support technology services to business
  • Demonstrate technical troubleshooting ability to facilitate rapid resolutions
  • Manage enterprise data protection program
  • Facilitate tools such as SCCM to drive enterprise patching efforts
  • Engage as key stakeholders in planning and deployment of security and compliance efforts
  • Communicate in written and verbal forms to all levels of the organization on service issues and plans.


Key desired skills and experience:

  • 2+ years in a leadership role managing technical resources ,
  • 2+ years in a people leader role driving strong results, including remote resources
  • 2+ years of experience managing Cloud IaaS technologies
  • 5+ years of experience in an Enterprise role focused on Microsoft technologies.
  • Experience supporting .net / Windows based applications
  • Experience support Cloud based platforms- SaaS and IaaS
  • Experience with Monitoring tool; Splunk / Dynatrace is a plus
  • Solid understanding of Active Directory, DNS, Group Policy
  • Experience supporting O365, Exchange and other MS enterprise platforms
  • Familiar with structure and support of 3 tier applications
  • Excellent written and verbal communication skills
  • Demonstrated ability to solve complex systems problems quickly
  • Results driven mentality
  • Passion for technology and providing superior service
  • History of continual learning and progression in responsibilities
  • Desire to stretch and grow

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