SnapStream

Operations

• - Lead SnapStream’s day-to-day IT operations, ensuring reliable, secure access to core tools and services
• - Help oversee the health of our cloud infrastructure and data facilities
• - Serve as the primary escalation point for customer facing Technical Support, owning environmental issues; networking, identity/SSO, permissions, and infrastructure related problems that require deep technical expertise and driving them to resolution.
• - Partner with Engineering/Product on escalations: provide high quality repro steps, logs, timelines, and impact summaries; drive fixes and workarounds
• - Own and maintain internal application integrations and automations that keep business data flowing reliably between systems, ensuring accurate, timely information for teams across the company
• - Identify recurring issues and implement preventative improvements (automation, tooling, process changes, training)
• - Maintain and improve documentation: runbooks, KB articles, escalation playbooks, and internal SOPs
• - Participate in an on-call rotation for critical issues, with defined response expectations and ownership of incident triage, vendor coordination, and post incident follow up
• - This role will include people management responsibilities, including a small number of direct reports

Lead IT Operations Engineer