<p>The IT Operations Manager is responsible for the stability, availability, performance, and security of the company's cloud environments. This role leads day-to-day IT operations across infrastructure, cloud platforms, end-user services, monitoring, incident management, and vendor relationships. The ideal candidate is a hands-on leader with strong technical depth, proven people management experience, and the ability to translate operational metrics into actionable insights while continuously improving service delivery.</p> <p>Job Responsibilities</p> <p>Operational Leadership</p> <ul> <li>Ensure high availability and performance of the cloud and on-prem environments. </li><li>Establish and enforce operational standards, runbooks, and escalation procedures. </li><li>Drive continuous improvement in reliability, automation, and operational efficiency. </li><li>Vendor management of RouteOne's managed services provider to ensure service level agreement (SLA) commitments related to uptime, resource availability, incident response, change control, redundancy, etc., are met. </li></ul> <p>Incident & Problem Management</p> <ul> <li>Lead incident response for high severity outages; ensure rapid restoration and clear communication. </li><li>Facilitate root cause analysis (RCA) and drive corrective and preventive actions. </li><li>Oversee change management to reduce risk and unplanned downtime. </li></ul> <p>Team Leadership & Development</p> <ul> <li>Manage and mentor IT Operations engineers, database administrators, and on-call resources. </li><li>Build a culture of accountability, documentation, and knowledge sharing. </li><li>Conduct performance reviews, career development plans, and skills growth initiatives. </li><li>Coordinate on-call rotations and workload balancing. </li></ul> <p>Monitoring, Automation & Tooling</p> <ul> <li>Own monitoring, alerting, and observability platforms (e.g., CloudWatch, NewRelic, OEM, Grafana/Prometheus, LogicMon). </li><li>Partner with Cloud, DevOps, and Security teams to support scalable and secure architectures. </li><li>Ensure proactive detection of performance, capacity, and security issues. </li></ul> <p>Security, Compliance & Risk</p> <ul> <li>Partner with Security teams to support vulnerability management, patching, and audit readiness. </li><li>Ensure operational compliance with internal policies and external regulations by maintaining safety, security, and privacy standards throughout all areas of responsibility. </li><li>Ensure backup, disaster recovery, and business continuity plans are tested and maintained. </li><li>Participate in security incidents and post-incident remediation activities. </li></ul> <p>Knowledge</p> <ul> <li>Strong operational experience supporting AWS production environments. </li><li>Strong understanding of Windows and Linux server administration concepts. </li><li>Strong understanding of AWS operational models, shared responsibility, and regional availability concepts. </li><li>High availability and resiliency concepts: Multi-AZ, failover, storage, backups, DR. </li><li>Networking fundamentals: DNS, DHCP, TCP/IP, Load balancers, firewalls, VPNs. </li><li>Identity and access management (AD, SSO, MFA). </li><li>Proven ability to lead teams supporting 24×7 cloud operations. </li></ul> <p>Skills</p> <ul> <li>Proficient in Microsoft Office products, including but not limited to: Word, PowerPoint, Excel, Outlook, and Visio. </li><li>Excellent verbal and written communication skills. </li><li>Disciplined, detail-oriented, and well organized with a strong background in operational methodology. </li><li>Solid analytical and troubleshooting skills to quickly determine root causes of problems and drive towards solutions. </li></ul> <p>Abilities</p> <ul> <li>Ability to foster a collaborative and collegial atmosphere within a dynamic and fast-paced work environment. </li><li>Leading SEV1 / major incidents calmly and decisively. </li><li>Assessing operational risk of changes. </li><li>Understanding blast radius and dependencies. </li><li>Knowing when to stop a change or roll back. </li><li>Identifying systemic risk patterns. </li><li>Preventing repeat incidents, not just fixing symptoms. </li><li>Ability to manage time and multiple priorities. </li></ul> <p>Other Essential Requirements</p> <ul> <li>Bachelor's degree in Computer Science, Information Systems, or other related field, or equivalent work experience. </li><li>8+ years' experience in management, operations, and leadership. </li></ul>