Position - Ops Lead Role

Location - Atlanta, GA

Duration - 7 Months

About the Role:

We are seeking a driven and experienced IT Production Operations Manager to lead a team of Tier 2 engineers in a fast-paced Multiple System Operator (MSO) environment. You will be responsible for ensuring the smooth operation, stability, and performance of our critical IT infrastructure that supports the delivery of our services to customers.

Responsibilities:

• Lead and manage a team of Tier 2 engineers, providing coaching, mentorship, and performance management.
• Oversee the day-to-day operations of the IT production environment, including incident management, problem resolution, and change management.
• Implement and maintain best practices for IT service delivery, ensuring adherence to industry standards (e.g., ITIL).
• Drive continuous improvement initiatives within the IT production team, focusing on automation, efficiency, and service quality.
• Work collaboratively with other IT teams (Development, Network Operations, Security) to ensure seamless service delivery.
• Analyze IT infrastructure performance metrics and identify areas for optimization.
• Develop and maintain operational documentation, including playbooks and runbooks.
• Stay up-to-date on the latest IT infrastructure technologies and trends.
• Manage and prioritize the workload of the Tier 2 engineer team, ensuring timely resolution of incidents and service requests.
• Escalate critical issues to the appropriate teams for resolution.
• Report on the performance and health of the IT production environment to senior management.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
• Minimum 5 years of experience in IT production operations, including experience managing a team.
• Proven experience with IT service delivery methodologies (e.g., ITIL).
• In-depth knowledge of IT infrastructure technologies, including servers, storage, networking, and operating systems.
• Strong understanding of incident management, problem resolution, and change management processes.
• Excellent communication, collaboration, and leadership skills.
• Ability to work effectively in a fast-paced and dynamic environment.
• Excellent analytical and problem-solving skills.
• Experience working in an MSO environment (a plus).