Operations Manager

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

📋 Description

• Assist in the daily operations of production and support for the client’s websites.

• Oversee both internal and external escalation processes.

• Recruit and manage a geographically distributed service desk team.

• Prioritize and manage issues, communications, and overall progress.

• Independently and collaboratively resolve incidents, issues, and problems.

• Ensure that production incidents are documented promptly and accurately.

• Provide production status updates to management.

• Contribute to support documentation and standard operating procedure development.

• Deliver rotating 24x7 on-call support and off-hours maintenance via PagerDuty.

• Work alongside website application support teams and both internal and external clients.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• A BA/BS degree or an equivalent combination of education and experience is mandatory.

• A Master’s degree is preferred.

• At least 8+ years of relevant experience is required.

• Significant experience in process, testing, and incident management.

• Demonstrated people management experience.

• Proven experience in leading and nurturing teams that provide high-quality support platforms.

• Experience managing delivery within a budget framework.

• Strong interpersonal skills with exceptional written and verbal communication abilities.

• Capability to work autonomously as well as part of a team.

• Ability to thrive under time constraints while maintaining a focus on customer service.

• Self-motivated with a keen eye for detail.

• Experience supporting an internal help desk is highly advantageous.

• Experience providing high-level support to Fortune 500 companies is desirable.

• Familiarity with ServiceNow, Peregrine, or other ticketing systems is beneficial.

• Experience working with Amazon AWS, S3, CloudWatch, Dynatrace, and other cloud monitoring tools.

• Knowledge of ITIL Best Practices, Incident Management, and Change Management.

• Understanding or experience with Unix, Linux, Apache, Amazon AWS, and Microsoft Azure.

🏝️ Benefits

• Competitive salary range of $100,000 to $110,000.

• 15 days of Paid Time Off (PTO) annually.

• 8 paid holidays each year, which includes 1 personal floating holiday.

• 401(k) retirement plan with company matching contributions.

• Comprehensive medical, dental, and vision insurance.

• Health savings account (HSA) provided.

• Coverage for short-term and long-term disability.

• Employee assistance program (EAP) available.

• Basic life and AD&D insurance included.

• Flexible spending accounts for healthcare and dependent care.

• Commuter benefits offered.

• Options for voluntary accident & critical injury coverage.

• Voluntary long-term care insurance available.

• Voluntary life and AD&D insurance options.

• Opportunities for continuous learning, growth, and training.

• A strong focus on employee satisfaction and work/life balance.