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.

Requirements

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.

Benefits

Health care
Retirement
Paid time off
Additional offerings

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

infrastructure operationsendpoint managementroot cause analysisproblem managementoperational improvementsservice-level accountabilitychange managementautomation initiativesmonitoringobservability

Soft Skills

executive communicationcross-functional collaboration