IT Operations Manager at STACK Infrastructure in Denver, CO

Job description

• At STACK, the IT Operations Manager provides leadership in troubleshooting and resolving complex and day-to-day infrastructure issues, minimizing downtime, and maintaining business productivity. The position requires expertise in operating & maintaining highly available, secure, and scalable infrastructure. The position works under minimal direction with considerable latitude for the use of initiative and independent judgment. This position requires strong technical knowledge, as well as excellent leadership, interpersonal and communication skills. Responsibilities include but are not limited to:
• • Creates, assigns, and manages infrastructure support in the IT ticketing system; monitors and/or escalates tickets ensuring any company-critical event-based system issues are resolved in a timely manner to minimize business or customer impact.
• • Provide leadership in troubleshooting and resolving complex and day-to-day IT issues, minimizing downtime, and maintaining business productivity.
• • Measure, monitor, and maintain team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA).
• • Develop and maintain policies, procedures, and processes.
• • Implement an asset inventory system and life cycle maintenance program.
• • Responsible for monitoring key system performance metrics.
• • Collaborate with global IT Management peers in supporting our global user base and operations needs including design, buildout, and documentation of new tools and processes.
• • Oversee the resolution of critical incidents, managing the escalation process to minimize the impact on customers and end-users.
• • Coordinate with technical teams and service providers to ensure swift incident resolution and effective stakeholder communication.
• • Conduct post-incident reviews to identify areas for improvement and implement corrective actions.
• • Lead efforts to identify and investigate recurring incidents, working closely with technical teams to determine root causes and long-term resolutions.
• • Develop and maintain a problem knowledge base, ensuring relevant information is easily accessible to team members and stakeholders.
• • Maintain accurate documentation of configurations, procedures, and troubleshooting steps.
• • Prepare regular reports on infrastructure performance, security incidents, and other relevant metrics.
• • On-call availability required to respond to emergency situations.
• You are a strong communicator, you are persuasive and clear, blending analytics with experience in decision-making.
• You do not get flustered easily. You can juggle multiple priorities while balancing urgent requests with shifting timelines and deliverables.
• You are a team builder. You take the time to understand and develop the strengths of your resources while formulating long-term plans for the growth and success of the team.
• You are naturally curious and driven toward continual improvement. While you celebrate your successes, you take time to review and analyze campaigns for future learning.

Responsibilities

• Creates, assigns, and manages infrastructure support in the IT ticketing system; monitors and/or escalates tickets ensuring any company-critical event-based system issues are resolved in a timely manner to minimize business or customer impact.
• Provide leadership in troubleshooting and resolving complex and day-to-day IT issues, minimizing downtime, and maintaining business productivity.
• Measure, monitor, and maintain team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA).
• Develop and maintain policies, procedures, and processes.
• Implement an asset inventory system and life cycle maintenance program.
• Responsible for monitoring key system performance metrics.
• Collaborate with global IT Management peers in supporting our global user base and operations needs including design, buildout, and documentation of new tools and processes.
• Oversee the resolution of critical incidents, managing the escalation process to minimize the impact on customers and end-users.
• Coordinate with technical teams and service providers to ensure swift incident resolution and effective stakeholder communication.
• Conduct post-incident reviews to identify areas for improvement and implement corrective actions.
• Lead efforts to identify and investigate recurring incidents, working closely with technical teams to determine root causes and long-term resolutions.
• Develop and maintain a problem knowledge base, ensuring relevant information is easily accessible to team members and stakeholders.
• Maintain accurate documentation of configurations, procedures, and troubleshooting steps.
• Prepare regular reports on infrastructure performance, security incidents, and other relevant metrics.
• On-call availability required to respond to emergency situations.

Requirements

• • Bachelor's degree in Information Technology, Computer Science, or a related field
• • Proven experience in IT operations management
• • In-depth knowledge of IT infrastructure, systems, and security
• • Experience with budgeting and resource management.
• • Strong ITIL & change management background
• • Data center experience a plus

Skills

Required

• IT operations management
• IT infrastructure
• systems
• security
• budgeting
• resource management
• ITIL
• change management
• troubleshooting
• leadership
• interpersonal skills
• communication skills

Preferred

• Data center experience

Benefits

• We offer a competitive compensation package with strong benefits, including medical, dental, and vision insurance, a 401K program, flexible spending accounts – even a cell phone subsidy.
• We foster a culture of appreciation, including peer-to-peer recognition and rewards programs.
• Fun is part of our DNA, with events, game nights, happy hours, and barbecues.
• We’re growing – this is a great time to join and make an impact!
• $115,540.00 - $128,260.00