Summary
The Operations Manager leads the global Infrastructure Operations team, owning strategy, performance, and team development across a 24x7 environment. Reporting to the Head of Operations, this role ensures high availability, operational efficiency, and continuous improvement of infrastructure, combining strong technical expertise with leadership and strategic planning experience.
Key Responsibilities
Team Leadership & People Management
Lead, mentor, and develop Operations Tech Leads, supporting their growth as both technical specialists and people managers;
Own the full employee lifecycle for the operations team, including hiring, onboarding, performance management, career development, and retention;
Ensure proper staffing levels and shift coverage across all operational windows and locations;
Foster a high-performance culture built on ownership, accountability, and continuous improvement;
Promote knowledge sharing and alignment across teams to eliminate silos and ensure consistent operations.
Operational Strategy & Governance
Define and enforce operational standards, processes, and SLAs across the infrastructure operations function;
Act as the primary escalation point for critical infrastructure incidents, providing leadership and cross-functional coordination;
Review and approve root cause analyses (RCAs), ensuring high-quality preventive actions and proper follow-through;
Drive continuous improvement initiatives focused on reducing MTTR, increasing system reliability, and improving operational efficiency;
Oversee monitoring systems and tooling, ensuring full visibility and proactive incident detection across infrastructure.
Planning & Cross-Functional Collaboration
Align operations strategy with the broader infrastructure roadmap in partnership with leadership and peer teams;
Coordinate infrastructure expansion, hardware lifecycle planning, and capacity management initiatives;
Manage relationships with data center providers, third-party vendors, and hardware suppliers;
Collaborate closely with engineering, network, and security teams to support cross-functional initiatives;
Represent the operations function in leadership forums, providing insights, metrics, and status updates.
Documentation & Process Ownership
Own and evolve the operations documentation framework, including runbooks, SOPs, asset tracking, and incident procedures;
Establish documentation standards and ensure consistency and accuracy across teams;
Lead recurring operational reviews such as incident postmortems, process audits, and team retrospectives.
Skills & Qualifications
Advanced English communication skills (C1 or higher);
Proven experience managing technical teams in data center operations or large-scale infrastructure environments;
Strong technical foundation in infrastructure operations, including:Server hardware diagnostics, lifecycle management, and fleet operations
Data center standards (rack layout, cabling, power distribution, remote hands coordination)
Linux system administration and Windows Server environments
Storage systems, RAID technologies, and out-of-band management (e.g., IPMI/BMC)
Demonstrated experience handling critical incidents with clear communication and structured resolution;
Strategic mindset with the ability to balance short-term execution and long-term planning;
Strong stakeholder management and executive communication skills;
Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience;
Experience managing 24x7 operations across multiple regions or time zones is highly preferred.
Nice to Have
Experience in cloud infrastructure, hosting providers, or large-scale data center environments;
Familiarity with ITIL practices, DCIM tools, or similar operational frameworks;
Experience with vendor management, procurement processes, and infrastructure contracts;
Background in scaling operations teams in fast-growing or high-demand environments.