Systems Engineer – Manager, Operations

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

📋 Description

• Lead, mentor, and provide support to a team of Systems Engineer analysts responsible for daily infrastructure operations, incident management, service requests, monitoring, maintenance, and documentation.

• Oversee incoming workloads, backlogs, ticket queues, priorities, assignments, and escalation pathways.

• Coordinate analyst responses to incidents, recurring problems, service degradation, capacity issues, and operational risks.

• Act as the main escalation and coordination point for analyst workflows.

• Ensure that analysts adhere to runbooks, documentation standards, change management practices, access protocols, and operational controls.

• Assist with infrastructure changes, patching, upgrades, certificate renewals, deployments, and maintenance schedules.

• Evaluate ticket quality, operational documentation, knowledge-base articles, and runbooks.

• Monitor operational performance, workload distribution, SLA compliance, incident trends, and areas for improvement.

• Encourage cross-training, knowledge sharing, and skill development among analysts across infrastructure services.

• Conduct one-on-one meetings, provide performance feedback, set goals, coordinate staffing, and engage in career development activities.

• Collaborate with leadership to enhance support processes, monitoring and alerting strategies, operational readiness, team procedures, and workflows.

• Interface with engineering, security, application, network, business, vendor, and technical stakeholders.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Business Information Systems, or a related field, or an equivalent combination of education, technical experience, service management experience, and leadership experience.

• Over 5 years of experience in systems engineering, infrastructure services, enterprise application services, technical service management, software tooling administration, or a similar enterprise IT role.

• More than 3 years of experience leading, managing, supervising, mentoring, or coordinating technical teams responsible for infrastructure services, application services, software tools, or operational support functions.

• Comprehensive working knowledge of Microsoft Windows Server operations, production infrastructure support, virtualization, application services, identity services, certificates, monitoring, and associated enterprise platforms.

• Solid understanding of enterprise networking concepts and operational dependencies, such as DNS, DHCP, routing, firewalls, VPN, load balancing, certificates, and secure connectivity.

• Experience managing incident response, ticket queues, service requests, escalations, change records, and operational documentation utilizing IT service management platforms like Jira Service Management.

• Proficiency in using monitoring and observability tools such as DataDog, SolarWinds, Azure Monitor, or similar platforms.

• Capability to prioritize competing operational demands and make informed decisions in production support scenarios.

• Exceptional written and verbal communication skills.

• Proven ability to develop team members, enhance processes, reinforce accountability, and maintain reliable service delivery.

• Preferred: Experience in leading distributed or remote technical teams.

• Preferred: Knowledge of Active Directory, Entra ID, Okta, group policy, and account lifecycle processes.

• Preferred: Experience with PowerShell or other scripting tools.

• Preferred: Experience in supporting operational readiness, post-incident reviews, continuous improvement, process documentation, and cross-functional technical coordination.

• Preferred: Relevant industry certifications such as Microsoft, Cisco, AWS, VMware, Nutanix, NetApp, Check Point, ITIL, or equivalent certifications.

🏝️ Benefits

• Annual cash bonus eligibility.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• 401(k) plan.

• Remote work arrangement.