Manager, Technical Operations

About the Opportunity
The organization is seeking a Manager, Technical Operations for a full-time role located in the United States. Reporting directly to the Vice President of Platform Engineering, this role owns and operates the Infrastructure Service Request intake and prioritization process within JIRA. The Manager, Technical Operations oversees the triage, prioritization, scheduling, and communication of all infrastructure-related work, including patching, security updates, and broader platform initiatives routed into platform scrum teams.
This position directly manages a team of Cloud Platform Engineers, holding accountability for hiring, coaching, performance management, and career development. The role also participates in an on-call rotation as an escalation point for major incidents, leads post-mortems, and drives continuous reliability improvements toward a 99.99% uptime target.
Key Responsibilities
Own the Infrastructure Service Request JIRA board, overseeing intake quality, prioritization discipline, backlog health, and workflow governance.
Lead, coach, and develop a team of Cloud Platform Engineers, establishing clear goals, conducting regular one-on-one meetings and performance reviews, and creating individualized growth plans.
Manage team capacity, staffing, and workload allocation to align with operational demand.
Coordinate and execute maintenance windows—including patching, security updates, and operational upgrades—in collaboration with Cloud Platform Engineers to minimize disruption.
Facilitate Infrastructure Board Review sessions to ensure alignment on priorities, decision-making, and execution readiness.
Ensure all infrastructure changes strictly comply with established change-management processes, approvals, and audit requirements.
Anticipate and escalate infrastructure risks related to capacity, obsolescence, performance degradation, security exposure, and operational bottlenecks.
Manage the backlog of infrastructure initiatives, ensuring large-scale requests are decomposed, scoped, and scheduled into platform sprint cycles.
Partner with Information Security to coordinate security hardening initiatives and support PCI and SOC 2 audit readiness across infrastructure and platform environments.
Streamline the request lifecycle by defining intake standards, triage rubrics, and repeatable operational processes.
Track and leverage operational metrics—including cycle time, board aging, change success rates, and ticket throughput—to eliminate bottlenecks and refine workflows.
Standardize technical documentation, templates, and communication mechanisms across teams.
Evaluate, pilot, and apply automation and AI-assisted tooling for ticket triage, request classification, anomaly detection, intelligent alerting, and self-service remediation.
Deliver regular operational updates, risk assessments, and strategic insights to executive leadership.
Required Qualifications
Bachelor’s degree with a minimum of 5 years of experience in infrastructure, platform engineering, site reliability engineering, or related technical operations roles.
Demonstrated experience managing technical work intake processes and backlogs using JIRA or comparable tools.
Experience coordinating maintenance windows, patch cycles, or operational readiness activities.
Strong understanding of change-management frameworks and operational governance best practices.
Strong analytical capabilities for assessing technical risk, complexity, and business impact, alongside strong stakeholder communication skills.
Expertise supporting and troubleshooting Microsoft Azure, including AKS, VNets, NSGs, Load Balancers, VPN/ExpressRoute, managed identities, and Azure Policy/RBAC.
Expertise supporting and troubleshooting Kubernetes, including cluster operations, scaling, upgrades, workload security, and troubleshooting.
Expertise supporting and troubleshooting Cloudflare DNS, CDN, WAF, and Zero Trust configurations.
Experience with Terraform for modular, reusable cloud provisioning.
Experience with Ansible for system configuration and application deployment.
Automation scripting skills using PowerShell, Bash, or Python.
Experience supporting and troubleshooting Windows Server, IIS, and .NET Framework/.NET Core application environments.
Experience supporting and troubleshooting Ubuntu Server, Nginx, and Python Django applications, including containerization and Azure service integration.
Experience containerizing .NET and Python/Django applications and operating them in AKS with health probes, scaling, and observability.
Experience designing and managing firewall rules, NSGs, ACLs, and network segmentation strategies in cloud and on-premises environments.
Ability to analyze traffic flows, identify misconfigurations, resolve blocked flows, and enforce least-privilege access patterns.
Experience managing distributed firewall policies across Azure, Cloudflare, and virtualization platforms such as Proxmox.
Experience utilizing GitHub Actions or Azure DevOps for automated builds, testing, deployments, and environment promotions.
Strong monitoring, logging, and performance troubleshooting capabilities using Azure Monitor and Log Analytics.
Familiarity with PCI, SOC 2, and SOX compliance requirements and experience operating cloud environments under these frameworks.
Experience implementing policy-as-code, RBAC standards, secure network design, and environment governance.
Experience partnering with security teams on hardening initiatives and audit logistics, including evidence collection and remediation.
Preferred Qualifications
Experience with monitoring and observability tools such as Prometheus, Grafana, or New Relic.
Relevant industry certifications, including Azure AZ-104, AZ-305, AZ-400, or ITIL 4 Foundation.
Compensation and Benefits
Base Compensation Range: $130,000—$160,000 USD per year.
Base salary represents one component of total compensation. Roles may also be eligible for an annual bonus or commission, and certain positions may be eligible for overtime pay.
Final compensation determinations consider multiple factors, including skills, experience, qualifications, geographic location, and job-related criteria.
Equal Opportunity and Accommodations
The hiring organization provides equal employment opportunities to all employees and applicants without regard to race, color, religion, age, sex, nationality, disability, genetic information, veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected under applicable law. This policy applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leave, compensation, and training.
Applicants who require a disability-related or religious accommodation during the application or recruitment process may request reasonable adjustments.

Work arrangement
Yes