Manager, IT Operations

The IT Operations Manager is responsible for the stability, availability, performance, and security of the company’s cloud environments. This role leads day-to-day IT operations across infrastructure, cloud platforms, end-user services, monitoring, incident management, and vendor relationships. The ideal candidate is a hands-on leader with strong technical depth, proven people management experience, and the ability to translate operational metrics into actionable insights while continuously improving service delivery.

Job Responsibilities 

Operational Leadership

• Ensure high availability and performance of the cloud and on-prem environments.
• Establish and enforce operational standards, runbooks, and escalation procedures.
• Drive continuous improvement in reliability, automation, and operational efficiency.
• Vendor management of RouteOne’s managed services provider to ensure service level agreement (SLA) commitments related to uptime, resource availability, incident response, change control, redundancy, etc., are met.

Incident & Problem Management

• Lead incident response for high severity outages; ensure rapid restoration and clear communication.
• Facilitate root cause analysis (RCA) and drive corrective and preventive actions.
• Oversee change management to reduce risk and unplanned downtime.

Team Leadership & Development

• Manage and mentor IT Operations engineers, database administrators, and on‑call resources.
• Build a culture of accountability, documentation, and knowledge sharing.
• Conduct performance reviews, career development plans, and skills growth initiatives.
• Coordinate on‑call rotations and workload balancing.

Monitoring, Automation & Tooling

• Own monitoring, alerting, and observability platforms (e.g., CloudWatch, NewRelic, OEM, Grafana/Prometheus, LogicMon).
• Partner with Cloud, DevOps, and Security teams to support scalable and secure architectures.
• Ensure proactive detection of performance, capacity, and security issues.

Security, Compliance & Risk

• Partner with Security teams to support vulnerability management, patching, and audit readiness.
• Ensure operational compliance with internal policies and external regulations by maintaining safety, security, and privacy standards throughout all areas of responsibility.
• Ensure backup, disaster recovery, and business continuity plans are tested and maintained.
• Participate in security incidents and post‑incident remediation activities.

Knowledge 

• Strong operational experience supporting AWS production environments.
• Strong understanding of Windows and Linux server administration concepts.
• Strong understanding of AWS operational models, shared responsibility, and regional availability concepts.
• High availability and resiliency concepts: Multi-AZ, failover, storage, backups, DR.
• Networking fundamentals: DNS, DHCP, TCP/IP, Load balancers, firewalls, VPNs.
• Identity and access management (AD, SSO, MFA).
• Proven ability to lead teams supporting 24×7 cloud operations.

Skills 

• Proficient in Microsoft Office products, including but not limited to: Word, PowerPoint, Excel, Outlook, and Visio.
• Excellent verbal and written communication skills.
• Disciplined, detail-oriented, and well organized with a strong background in operational methodology.
• Solid analytical and troubleshooting skills to quickly determine root causes of problems and drive towards solutions.

Abilities 

• Ability to foster a collaborative and collegial atmosphere within a dynamic and fast-paced work environment.
• Leading SEV1 / major incidents calmly and decisively.
• Assessing operational risk of changes.
• Understanding blast radius and dependencies.
• Knowing when to stop a change or roll back.
• Identifying systemic risk patterns.
• Preventing repeat incidents, not just fixing symptoms.
• Ability to manage time and multiple priorities.

Other Essential Requirements 

• Bachelor's degree in Computer Science, Information Systems, or other related field, or equivalent work experience.
• 8 years’ experience in management, operations, and leadership.