Operations Shift Lead

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• Oversee global 24/7 infrastructure operations, focusing on endpoint management and the reliability of messaging collaboration services.

• Conduct root cause analysis and manage problem resolution following major incidents.

• Implement corrective measures and operational enhancements to avert future occurrences.

• Maintain standards for operational documentation and post-incident reports.

• Collaborate with Service Delivery leadership and ServiceNow operators to enhance Infrastructure IT Service Management (ITSM) processes.

• Foster service-level accountability across all teams.

• Manage infrastructure changes to guarantee appropriate review, documentation, and execution.

• Coordinate maintenance efforts among infrastructure teams and external vendors.

• Ensure stability of production environments during infrastructure upgrades and deployments.

• Identify operational inefficiencies and promote process improvements within infrastructure support models.

• Support automation initiatives aimed at enhancing service delivery and minimizing manual operational workloads.

• Contribute to operational readiness for new infrastructure launches.

• Establish a weekly Operations Review featuring performance, change, and risk metrics for executive insights.

• Collaborate with enterprise project teams to facilitate smooth transitions from development to operational phases.

• Ensure operational readiness for infrastructure projects and platform modifications.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related technical discipline (or equivalent professional experience).

• A minimum of 5 years of experience in supporting enterprise IT infrastructure environments.

• At least 2 years of experience leading technical operations teams or serving in a senior operational capacity.

• Practical knowledge of operational platforms such as ServiceNow, Datadog, or Splunk for monitoring and observability.

• Exceptional communication skills for executive-level interaction and cross-functional collaboration.

• Demonstrated ability to manage mission-critical, global IT infrastructure operations and act as the executive escalation point during major incidents.

• Strong understanding of Site Reliability Engineering (SRE) principles, automation, observability, and resilience engineering.

• In-depth knowledge of ITIL and ITSM tools, emphasizing metrics-driven improvements.

• Familiarity with Okta, Entra ID, M365, Box, Zoom, CrowdStrike, Palo Alto SASE/NGFW, SD-WAN, Wi-Fi, and endpoint management.

• Proficiency in managing OPEX budgets, vendor contracts, and FinOps initiatives.

• Preferred: Experience with mergers and acquisitions or carve-out transformations.

• Preferred: Certifications such as ITIL Expert, PMP, or other equivalent leadership credentials.

🏝️ Benefits

• Competitive base salary along with applicable short- and long-term incentives.

• Opportunities for growth and professional development.

• Health care benefits.

• Retirement plans.

• Paid vacation and time off.

• Additional offerings.

• Reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and relevant state or local laws.