Sentinel Blue

Operations

• Lead the Service Desk and Infrastructure Engineering teams, ensuring consistent ticket lifecycle management from intake through resolution and post-incident review.
• Monitor and improve operational metrics including SLA performance, MTTR, ticket volume trends, escalation rates, patch compliance, backup success, and infrastructure uptime.
• Maintain clear escalation paths and ensure appropriate ticket categorization, prioritization, and assignment across support tiers.
• Drive the development and enforcement of secure baseline configurations for Windows 11, Windows Server, macOS, Microsoft 365, Azure, and endpoint devices.
• Oversee patching, backup, disaster recovery, and environment lifecycle management, ensuring accurate tracking and remediation of failures or exceptions.
• Implement and refine ITIL-aligned processes including Incident, Problem, Change, and Knowledge Management frameworks.
• Coordinate with peer teams in SOC, Compliance, PMO, and Customer Success to align operational practices with security, regulatory, and customer-facing objectives.
• Participate in change management activities, including risk scoring, approval workflows, rollback planning, and impact communication.
• Conduct post-incident reviews and root cause analyses, ensuring remediation activities are documented, tracked, and executed.
• Maintain operational documentation, SOPs, runbooks, asset inventories, and knowledge base articles to standardize and streamline support.
• Manage performance expectations for individual contributors through metrics, coaching, and feedback loops driven by data and SLA adherence.
• Identify automation opportunities and drive continual service improvement initiatives that reduce recurring incidents and increase operational efficiency.
• Provide regular reports and operational insights to leadership, translating complex technical metrics into clear business narratives.

IT Operations Director

QA Automation Engineer

• Design, build, and maintain automation that integrates SaaS platforms, internal tools, and cloud services across client and internal environments.
• Develop and consume REST APIs, including OAuth2 authentication flows, token lifecycle management, and error handling for production-grade integrations.
• Write scripts and tooling in PowerShell, Python, and other appropriate languages to automate provisioning, configuration, reporting, and lifecycle tasks.
• Build infrastructure-as-code using Terraform or similar frameworks to support repeatable, version-controlled deployments.
• Partner with internal teams to identify manual workflows, scope automation opportunities, and deliver solutions that fit how those teams actually work.
• Implement automation with appropriate guardrails, including secrets management, least-privilege access, logging, and observability.
• Maintain and improve existing automations, including refactoring, documentation, and migration of brittle workflows to more reliable patterns.
• Communicate automation designs, integration patterns, and operational guidance clearly to internal teams and stakeholders.
• Contribute to platform documentation, standards, runbooks, and architectural diagrams.
• Identify opportunities to reduce manual effort, improve consistency, and enhance the operator and engineer experience through automation.