Senior Operations Manager

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

📋 Description

• Oversee the strategy, performance, security, and ongoing enhancement of Managed File Transfer (MFT), Control-M, Control-D, print fulfillment platforms, and related AWS-hosted infrastructure.

• Identify, track, and communicate key performance metrics, service level agreements (SLAs), and indicators of system health.

• Manage incident response, escalation processes, disaster recovery, and business continuity planning.

• Encourage the utilization of AI, AIOps, and automation technologies to improve monitoring, optimize workflows, and enhance service reliability.

• Utilize Generative AI and intelligent automation for technical documentation, knowledge management, support operations, and user experience improvements.

• Provide guidance to internal stakeholders and external clients, ensuring alignment of technology services with business goals.

• Lead client onboarding efforts and act as the senior escalation point for critical operational challenges.

• Oversee relationships with strategic technology and business partners, including vendor selection, contract renewals, licensing, and performance oversight.

• Develop and enhance 24x7 support capabilities, conduct root cause analysis, implement process improvements, and undertake proactive stability measures.

• Mentor, coach, and cultivate the skills of engineers, analysts, and technology professionals.

• Foster a culture of continuous learning, accountability, innovation, cross-functional collaboration, and professional advancement.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.

• A minimum of 7 years in IT operations.

• At least 3 years in a formal management or leadership position.

• Direct experience with Control-M or similar enterprise schedulers, Control-D, and MFT platforms.

• Proficiency in managing AWS infrastructure operations, including EC2, S3, IAM, and CloudWatch.

• Familiarity with SFTP, AS2, and HTTPS data transmission protocols.

• Experience with high-volume print fulfillment processes.

• Proven history of managing high-severity production incidents.

• Must reside in one of the 50 United States or the District of Columbia.

• Proof of US citizenship is required at the time of hire.

• Must possess work authorization that does not necessitate current or future visa sponsorship in the United States.

• Successful completion of a background check and applicable employment screening is required.

🏝️ Benefits

• Health, dental, and vision coverage beginning on Day One.

• Wellbeing programs.

• Retirement plans with contribution matching.

• Generous time-off policies.

• Parental leave.

• Opportunities for continuing education.

• Career advancement prospects.

• Flexible working arrangements whenever feasible.

• Competitive total rewards package.

• Ongoing education and training opportunities.

• Bonus and/or incentive eligibility based on role and level.

• Reasonable accommodations for individuals with disabilities and sincerely held religious beliefs, practices, and observances.