Manager, Technical Operations

Accountabilities:

• • Own the Infrastructure Service Request intake, triage, prioritization, scheduling, and communication process within JIRA.
  • Maintain backlog health, workflow governance, intake quality, prioritization discipline, and clear service-level expectations.
  • Coordinate maintenance windows, patching, security updates, operational upgrades, and platform initiatives while minimizing disruption.
  • Facilitate infrastructure review sessions that establish priorities, decision-making, execution readiness, and stakeholder alignment.
  • Ensure infrastructure changes follow established change-management processes, approvals, governance standards, and audit requirements.
  • Lead, coach, and develop Cloud Platform Engineers through goal setting, regular 1:1s, performance management, career planning, and hiring.
  • Manage team capacity and staffing requirements while balancing operational demand, workload, and professional development.
  • Anticipate and escalate infrastructure risks related to capacity, obsolescence, performance, security exposure, and operational bottlenecks.
  • Manage and decompose large infrastructure initiatives, routing appropriately scoped work into platform sprint cycles.
  • Serve as an escalation point during major incidents, participate in on-call rotations, lead post-mortems, and implement reliability improvements.
  • Partner with Information Security on security hardening, PCI and SOC 2 readiness, remediation activities, evidence collection, and audit coordination.
  • Use operational metrics such as cycle time, board aging, change success rates, and throughput to identify bottlenecks and improve workflows.
  • Standardize documentation, templates, communication practices, and operational processes to improve efficiency and reduce ambiguity.
  • Identify opportunities to reduce manual work through automation, AI-assisted ticket triage, intelligent alerting, anomaly detection, and self-service remediation.
  • Provide regular operational updates, risk assessments, and strategic insights to senior platform engineering leadership.

  Requirements:

  • Bachelor’s degree and at least 5 years of experience in Infrastructure, Platform Engineering, Site Reliability Engineering, or related technical operations roles.
  • Demonstrated experience managing technical work intake and backlogs using JIRA or similar workflow platforms.
  • Experience coordinating maintenance windows, patch cycles, operational readiness activities, and change-management processes.
  • Strong understanding of operational governance, technical risk assessment, and business impact analysis.
  • Excellent communication skills with experience working with senior technical and business stakeholders.
  • Strong experience supporting and troubleshooting Microsoft Azure, including AKS, VNets, NSGs, Load Balancers, VPN/ExpressRoute, managed identities, Azure Policy, and RBAC.
  • Strong Kubernetes expertise covering cluster operations, scaling, upgrades, workload security, and troubleshooting.
  • Experience with Cloudflare DNS, CDN, WAF, and Zero Trust configurations.
  • Experience with Terraform, Ansible, and automation using PowerShell, Bash, and/or Python.
  • Experience supporting Windows Server, IIS, .NET Framework/Core, Ubuntu Server, Nginx, and Python Django environments.
  • Experience containerizing .NET and Python/Django applications and operating them in AKS with appropriate health probes, scaling, and observability.
  • Experience designing and managing firewall rules, NSGs, ACLs, network segmentation, and distributed firewall policies across cloud and on-premises environments.
  • Ability to analyze traffic flows, troubleshoot blocked network paths, resolve configuration issues, and enforce least-privilege access.
  • Experience with GitHub Actions or Azure DevOps for automated builds, testing, deployments, and environment promotion.
  • Strong monitoring, logging, and performance troubleshooting skills using Azure Monitor and Log Analytics; Prometheus, Grafana, or New Relic experience is a plus.
  • Familiarity with PCI, SOC 2, and SOX requirements and experience operating cloud environments within compliance frameworks.
  • Experience implementing policy-as-code, RBAC standards, secure network design, and infrastructure governance.
  • Experience partnering with Information Security teams on hardening initiatives and audit preparation.
  • Azure AZ-104, AZ-305, AZ-400, or ITIL 4 Foundation certification is preferred.

  Benefits:

  • Base salary range of $130,000–$160,000 USD.
  • Eligibility for an annual bonus or commission, depending on role and compensation structure.
  • Potential eligibility for overtime pay for applicable roles.
  • Compensation determined based on factors including skills, experience, qualifications, geographic location, and other job-related considerations.
  • Opportunity to directly manage and develop a team of Cloud Platform Engineers.
  • Leadership role spanning infrastructure operations, cloud engineering, security, compliance, and automation.
  • Opportunity to work with modern cloud, Kubernetes, infrastructure-as-code, observability, and AI-assisted operational technologies.
  • Focus on operational reliability, with a target of 99.99% uptime.
  • Opportunity to contribute to security, compliance, automation, and continuous improvement initiatives.