Manager, Infrastructure Support
SecureOps
full-time
Posted on:
Location Type: Hybrid
Location: Prague • Czech
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About the role
- Lead and manage global IS Operations and NOC teams across multiple time zones
- Own overall service quality, operational performance, and SLA adherence
- Act as the primary escalation point for critical service and client issues
- Manage and coordinate Major Incident response and post-incident RCA validation
- Partner with Team Leads to monitor ticket queues, workload distribution, and utilization
- Drive team performance through regular 1:1s, performance evaluations, and quarterly goal-setting
- Oversee HR-related responsibilities, including onboarding, probation monitoring, payroll/OT coordination, and documentation
- Design, maintain, and improve IS Engineer onboarding and training programs, including technical and process-based curricula
- Track team skills and ensure appropriate coverage, capacity planning, and resource alignment
- Collaborate with Service Delivery and Project teams to support new clients and service onboarding
- Participate in QBRs, client service reviews, and recurring meetings for at-risk or strategic accounts
- Lead internal operational meetings and coordinate cross-functional communication during incidents
- Provide on-call support and leadership coverage as required
- Travel for client onsite visits (~2–3 per year) and annual visits to global SecureOps offices (Prague, Manila, Montreal)
Requirements
- Full proficiency in English, both written and spoken
- 5+ years of experience in IT / IS Operations, Infrastructure, or Network Support environments
- 3+ years of people management experience leading technical teams
- Proven experience managing globally distributed teams across multiple time zones
- Strong background in incident management, escalations, and SLA-driven operations
- Experience working in 24x7 operational or NOC environments
Benefits
- Competitive salary and performance bonus
- Vacation: 5 weeks
- PTO: 5 days/year
- Meal tickets
- Flexipass
- Pension plan
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementSLA adherencecapacity planningresource alignmentperformance evaluationsonboarding programstechnical curriculaprocess-based curriculaticket managementNOC operations
Soft skills
leadershipcommunicationteam managementperformance managementcollaborationproblem-solvingclient managementcross-functional coordinationgoal-settingescalation management