Senior Manager – IT Operations & Support

Senior Manager – IT Operations & Support

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 8+ years of progressive experience in IT operations, with at least 3+ years in a management or leadership role.
• Proven experience managing and leading a team of IT professionals.
• Deep understanding of IT infrastructure components, including networking, servers and endpoint management.
• Proven experience managing and optimizing various SaaS applications and productivity suites (e.g., Google Workspace, Microsoft 365, Slack, Zoom, Jira, Confluence).
• Excellent troubleshooting and problem-solving skills with a data-driven approach.
• Experience with incident management and root cause analysis methodologies.
• Solid understanding of ITIL framework and best practices.
• Strong communication, collaboration, and interpersonal skills.
• Ability to work effectively in a fast-paced and dynamic environment.
• A proactive and results-oriented mindset with a strong sense of ownership.

Responsibilities

• Provide strong leadership, mentorship, and guidance to a team of system administrators, network engineers, and support specialists.
• Oversee the day-to-day operations of Greenlight’s IT infrastructure, ensuring high levels of uptime and performance.
• Define and implement IT operations policies, procedures, and best practices to optimize efficiency, security, and scalability.
• Establish robust monitoring and alerting systems to proactively identify and resolve potential issues before they impact users or services.
• Lead the incident response process, ensuring timely and effective resolution of IT incidents, and conduct root cause analysis to prevent future occurrences.
• Implement and enforce a controlled change management process to minimize disruptions and ensure the stability of the IT environment.
• Collaborate with external vendors for hardware, software, and services, ensuring service level agreements (SLAs) are met and value is maximized.
• Collaborate closely with the Security team to implement and maintain security best practices within IT operations.
• Work in partnership with the GRC team to support PCI, SOC2, SOX compliance efforts, including the implementation and maintenance of relevant IT controls.
• Lead and participate in infrastructure upgrades, migrations, and new technology deployments.
• Develop and manage the IT operations budget, ensuring cost-effectiveness and efficient resource allocation.
• Create and maintain comprehensive documentation for IT infrastructure, processes, and procedures.
• Serve as an escalation point for complex technical issues and provide expert support to the IT team and other departments.
• Continuously research and evaluate new technologies and best practices to improve Greenlight’s IT operations.

Preferred Qualifications

• Experience in a FinTech or high-growth technology company.
• Experience with cloud platforms (e.g., AWS, Azure, GCP).
• Experience with identity and access management (IAM) systems.
• Experience with mobile device management (MDM) solutions.