Global IT Operations Manager
2 days ago
About The Rockridge Group:
The Rockridge Group is a leading provider of IT services and solutions. We are committed to delivering exceptional results to our clients through innovative technology and best-in-class customer service.
Job Summary:
We are seeking an experienced IT leader to join our team as a Director of IT SaaS Operations. As a member of our technology leadership team, you will be responsible for overseeing the day-to-day operations of our SaaS platform, including incident management, service requests, provisioning requests, and capacity management.
Key Responsibilities:
- Manage the day-to-day operations of our SaaS platform
- Oversee incident management, service requests, provisioning requests, and capacity management
- Coordinate and facilitate all changes implemented on our environment
- Ensure appropriate engagement across teams and root cause analysis of prod issues
- Collaborate with platform, network, App Support, business, and release automation teams to build effective and efficient operations framework
- Responsible for the management of globally distributed technical teams within App Eng
- Provide leadership and direction to direct reports focusing on service excellence
- Oversees system performance, availability, and 24 x 7 operational support
- Proactive management, maintenance, and monitoring of services to ensure SLAs are reliable and available
- Direct the team to develop, drive, and report on key performance metrics of the operations organization
- Responsible for communicating risks, outages, and changes that may affect the uptime of clients' environments to both internal peer groups and leadership teams
Requirements:
- Working knowledge of IT Operations in a SaaS environment
- Ability to be hands-on and solve problems efficiently, not just delegate
- Proven effectiveness in both Windows and Linux environments
- Expertise in implementing automated methods to accomplish platform & service deployments at large scale
- Excellent analytical, strategic conceptual thinking, strategic planning, and execution skills
- Strong vendor management and partner relation skills
- Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to business leaders
- Ability to manage competing priorities and coordinate cross-functional work teams toward task completion
- Ability to identify, prioritize, and escalate issues as needed
- Ability to influence and lead change – Proven ability to deliver despite obstacles
- Ability to work within a 24/7 environment across multiple time zones
- Bachelor's degree in Computer Science, Engineering, Business, or related fields, and 10+ years of progressive IT experience with at least 5-7 years of management experience
Compensation:
The salary for this position is estimated to be around $150,000 - $180,000 per year, depending on experience.
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