Operations Shift Lead

- Lead global 24 ×7 infrastructure operations encompassing endpoint management (Intune/JAMF/Endpoint Central), and messaging collaboration (M365/Slack/Box/Zoom) service reliability.

- Drive root cause analysis (RCA) and problem management activities following significant incidents.

- Implement corrective actions and operational improvements to prevent recurrence.

- Maintain clear operational documentation and post-incident reporting standards.

- Partner with Service Delivery leadership and ServiceNow operators to mature Infrastructure ITSM processes (Incident, Problem, Change Request, CMDB, Knowledgebase) and drive service-level accountability across all teams.

- Oversee infrastructure changes to ensure they are properly reviewed, documented, and executed according to change management processes.

- Coordinate maintenance activities across infrastructure teams and external vendors.

- Ensure production environments remain stable during infrastructure upgrades and deployments.

- Identify operational inefficiencies and drive process improvements across infrastructure support models.

- Support automation initiatives to improve service delivery and reduce manual operational overhead.

- Contribute to operational readiness for new infrastructure deployments, ensuring services are supportable in production.

- Establish a weekly Operations Review with key performance, change, and risk metrics for executive visibility.

- Partner closely with enterprise project teams to ensure seamless transitions from build to run.

- Drive operational readiness for all infrastructure projects and platform changes.

- Operational Leadership: Proven ability to run mission-critical, global IT Infrastructure operations and serve as executive escalation point during major incidents.

- Reliability Engineering: Strong grasp of SRE principles, automation, observability, and resilience engineering.

- Service Management: Deep understanding of ITIL and ITSM tools, with focus on metrics-driven improvement.

- Technical Breadth: Familiar with enterprise-grade systems including Okta, Entra ID, M365, Box, Zoom, CrowdStrike, Palo Alto SASE/NGFW, SD-WAN, Wi-Fi, and endpoint management.

- Financial Acumen: Skilled at managing OPEX budgets, vendor contracts, and FinOps initiatives.

- Crisis Management: Composure under pressure with the ability to lead coordinated incident response efforts.

- People Leadership: Builds strong teams through clarity, mentorship, and accountability.

- Strategic Communication: Effectively interfaces with executives, translating technical risk and operational performance into business terms.

- Execution Focus: Balances long-term vision with tactical delivery, driving measurable uptime and performance outcomes.

- Continuous Improvement Mindset: Uses data and metrics to improve stability, reduce MTTR, and optimize cost-to-serve.

- Communication: Strong written and verbal communication skills; able to influence stakeholders and explain complex concepts to technical and non-technical audiences.

- Comfort with Ambiguity: Thrives in environments where direction is still forming and able to bring structure and clarity to grey areas.

- Resilience: Maintains focus and composure under pressure in fast-moving, high-visibility environments.

- Customer Orientation: Keeps business impact front of mind; balances technical excellence with pragmatic execution

- Bachelor's degree in information technology, Computer Science, or a related technical field (or equivalent professional experience).

- 5+ years of experience supporting enterprise IT infrastructure environments.

- 2+ years of experience leading technical operations teams or acting in a senior operational role.

- Hands-on familiarity with operational platforms such as ServiceNow, Datadog, or Splunk for monitoring and observability.

- Excellent executive communication and cross-functional collaboration skills.

- Certifications such as ITIL Expert, PMP, or equivalent leadership credentials.

Hiring Rate Minimum: $93,750 annually(minimum will not fall below the applicable State/local minimum salary thresholds)