Manager, Technical Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the Infrastructure Service Request intake and prioritization process utilizing JIRA.

• Supervise the triage, prioritization, scheduling, and communication of infrastructure-related tasks, such as patching, security updates, and platform initiatives.

• Collaborate with Cloud Platform Engineers, InfoSec, product owners, and cross-functional stakeholders to ensure consistent delivery, operational integrity, and adherence to change-management protocols.

• Participate in an on-call rotation as a key escalation point for significant incidents.

• Conduct post-mortems and implement reliability enhancements aimed at achieving a 99.99% uptime target.

• Report directly to the Vice President of Platform Engineering.

• Manage Cloud Platform Engineers directly, including hiring, coaching, performance management, and career growth.

• Oversee the JIRA board, ensuring backlog health, workflow governance, SLAs, stakeholder visibility, and prioritization discipline are maintained.

• Coordinate maintenance windows, patching, security updates, and operational upgrades.

• Facilitate Infrastructure Board Review sessions.

• Proactively identify and escalate infrastructure risks related to capacity, obsolescence, performance, security exposure, and operational bottlenecks.

• Manage team capacity, staffing needs, workload distribution, hiring, and skills development.

• Break down, scope, and route large infrastructure requests into platform sprint cycles.

• Provide updates, insights, and risk evaluations to the VP of Platform Engineering.

• Collaborate with InfoSec on security enhancements and PCI/SOC 2 audit preparedness.

• Optimize workflows, enhance throughput and cycle times, standardize documentation, and minimize manual toil.

• Utilize AI-assisted tools and assess AI-driven automation for triaging, anomaly detection, alerting, and self-service remediation.

• Implement dashboards, automate reporting, conduct trend analyses, and enhance change-management practices.

⛳️ Requirements

• Bachelor’s degree and at least 5 years of relevant experience in Infrastructure, Platform Engineering, Site Reliability Engineering, or similar technical operational roles.

• Proven experience in managing technical work intake processes and backlogs using JIRA or comparable tools.

• Experience in coordinating maintenance windows, patch cycles, or operational readiness tasks.

• Strong grasp of change-management frameworks and operational governance best practices.

• Excellent communication skills with experience engaging senior technical and business stakeholders.

• Strong analytical skills to assess technical risk, complexity, and business impact.

• Expertise in supporting and troubleshooting Microsoft Azure, including AKS, VNets, NSGs, Load Balancers, VPN/ExpressRoute, managed identities, and Azure Policy/RBAC.

• Expertise in supporting and troubleshooting Kubernetes, focusing on cluster operations, scaling, upgrades, workload security, and troubleshooting.

• Expertise in supporting and troubleshooting Cloudflare DNS, CDN, WAF, and Zero Trust configurations.

• Experience with Terraform for modular and reusable cloud provisioning.

• Experience with Ansible for system configuration and application deployment.

• Automation experience using PowerShell, Bash, and/or Python.

• Experience in supporting and troubleshooting Windows Server, IIS, and .NET Framework/Core application environments.

• Experience in supporting and troubleshooting Ubuntu Server, Nginx, and Python Django applications, including containerization and integration with Azure services.

• Experience in containerizing .NET and Python/Django applications and operating them in AKS with health probes, scaling, and observability.

• Experience in designing and managing firewall rules, NSGs, ACLs, and network segmentation strategies in both cloud and on-premises environments.

• Ability to analyze traffic flows, identify misconfigurations, resolve blocked flows, and enforce least-privilege access patterns.

• Experience managing distributed firewall policies across Azure, Cloudflare, and virtualization platforms like Proxmox.

• Experience with GitHub Actions or Azure DevOps for automated builds, tests, deployments, and environment promotions.

• Strong skills in monitoring, logging, and performance troubleshooting using Azure Monitor, Log Analytics, and optionally Prometheus/Grafana/New Relic.

• Familiarity with PCI, SOC2, and SOX compliance requirements and operations in compliant cloud environments.

• Experience implementing policy-as-code, RBAC standards, secure network design, and environment governance.

• Experience collaborating with InfoSec teams on security hardening, evidence gathering, remediation, and PCI/SOC 2 audit logistics.

• Preferred certifications include Azure AZ-104, AZ-305, AZ-400, and ITIL 4 Foundation.

🏝️ Benefits

• Eligibility for an annual bonus or commission.

• Potential for overtime pay.

• Equal employment opportunity and anti-discrimination protections.

• Accommodations for disability-related or religious recruitment needs.