Responsiblities:

• Ensure 99.99%+ availability of the tools and shared services spanning across multiple global datacenters in private and public clouds.
• Monitor and maintain health, performance, and security of all infrastructure components
• Maintain and improve efficiency of the operations processes. Automate wherever possible.
• Delegating responsibilities and supervising business operations.
• Hiring, training, motivating and coaching employees as they provide attentive, efficient service to (internal/external) customers, assessing employee performance and providing helpful feedback and training opportunities.
• Generating reports and presenting information to upper-level managers or other parties.
• Ensuring staff members follow company policies and procedures.
• Manage private and public cloud costs. Including billing, reporting and show back. 
• Adhere to the change management and other established processes and procedures.
• Lead a dedicated team of top engineers solving real-life problems in a high-performance, and high-traffic environment
• Evaluate and analyze systems, performance, issues and metrics to provide recommendations for continuous improvements
• Monitor and plan for capacity and growth
• Maintain documentation and operational knowledge base
• Respond to and troubleshoot incidents. Participate in root cause analyses.
• On call for incidents and maintenances as needed
• Contribute to management of departmental budget.
• Support infrastructure assessments and audit activities.
• Establish and maintain vendor relationships, negotiate services, manage service level agreements.
• Support negotiations and administration of vendor contracts and service agreements.
• Manage business continuity and disaster recovery. Conduct DR tests.
• Other duties to ensure the overall health and success of the business.

Qualifications:

• 5+ years supporting a SaaS/Hosting type critical revenue-generating environment
• Substantial technical knowledge of enterprise hardware and software and proven datacenter management experience
• Working knowledge of Windows Server, UNIX/LINUX, Active Directory, ADFS, ASP.NET, MS SQL Server, networks, caching and load balancing technologies
• Experience with Logging strategies and tools (Splunk, Graylog, etc.)
• Experience working in a strict change-controlled, 24/7 environment
• Skill managing and prioritizing troubleshooting of enterprise services with complex interactions between applications, operating systems, network protocols, and client configurations
• Experience with compliance activities associated with SOX and PCI DSS
• Strong understanding of business management, financial, and leadership principles
• Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills
• Time and project management skills
• Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies
• Passionate commitment to providing exceptional service to customers and support to staff members
• Ability to work with individuals at all levels across the organization
• Experience managing large, complex projects across multiple teams and disciplines
• Empathy for working with support teams to identify and remedy pain points
• Someone energized by a fast-paced, iterative approach
• Ability to work nights and weekends as needed
• Travel as needed to remote office locations for training, implementation, and/or planning
• BS degree in Information Technology, Business or related field or equivalent experience
• 8+ years industry experience
• 3+ years of leadership experience in a technical leadership role
• Understanding of ITIL concepts. Certificate in ITIL Foundations or greater is preferred
• A minimum of three years of experience in a 24x7 operations organization
• Working knowledge of cloud platforms (AWS, GCP and/or Azure)
• Familiarity with container technologies (Kubernetes, Docker, Rancher, etc.)
• Has led teams that are spread across geographic locations and time zones