Global IT Operations Manager

2 days ago


New York, New York, United States The Rockridge Group Full time

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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