Key skills
ITSMJamfServiceNowSplunkDatadogLeadershipChange ManagementCommunicationCollaboration
About this role
Role Overview
- 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.
Tech Stack
- ITSM
- Jamf
- ServiceNow
- Splunk
Benefits
- Health care
- Retirement
- Paid time off
- Additional offerings