Manager, IT Infrastructure Operations
Skills
- Expertise in incident and change management processes.
- Strong knowledge of IT infrastructure including networks, servers, storage, cloud, and databases.
- Experience with ITIL v4 Foundation or higher certification.
- Proficiency with ServiceNow or similar ITSM tools.
- Ability to create executive-level reports and dashboards.
- Experience with global, 24/7 operational environments.
- Strong leadership during high-severity incidents.
- Excellent interpersonal and communication skills.
Responsibilities
- Own and manage the end-to-end Major Incident Management (MIM) process to ensure swift resolution of critical infrastructure incidents.
- Act as Incident Commander during high-severity incidents, coordinating cross-functional teams and communicating with stakeholders.
- Drive root cause analysis (RCA) for major incidents and implement corrective and preventive actions.
- Lead Change Management process ensuring planned, reviewed, approved, and low-risk infrastructure changes.
- Chair the Change Advisory Board (CAB), aligning technical and business stakeholders.
- Define and implement operational playbooks and standard operating procedures for incident and change management.
- Develop and maintain dashboards and reports for tracking stability metrics like MTTR, incident volumes, and change success rates.
- Partner with infrastructure, application, and business teams to align operational priorities.
Education
- Bachelor’s degree in computer science, information technology, or related engineering field.
Benefits
- Fully-paid health care benefits.
- Generous parental and family leave policies.
- Volunteer opportunities.
- Support for employee-led affinity groups (women, people of color, LGBT+).
- Mental and physical wellness programs.
- Tuition assistance.
- 401(k) savings program with employer match.
Average salary estimate
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