Operations Manager

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.

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