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Job Summary

The Lead, IT Operations (IT Ops Lead) is responsible for managing and monitoring the stability of RouteOne's Production and Test environments. This position will provide support in planning and developing the monitoring of infrastructure, middleware, and applications across the enterprise. The IT Ops Lead will be expected to collaborate with internal and external teams to implement monitoring solutions, provide expertise in management and communication of Incidents that impact the Production or Test environments, and participate in the support On-Call rotation. The IT Ops Lead must have experience with hands-on support of operating systems, network, and middleware across a varied spectrum. The ability to provide technical direction, set expectations, mentor members of the IT Operations team seeking to expand their skillsets, and provide support to the other team members is a requirement to be successful in this position.

Job Requirements

• Perform all work in accordance with company's quality programs, standards, and procedures.
• Implement, manage, and tune monitoring systems and alerting conditions.
• Ensure proper monitoring is in place to ensure high availability of environments and ability to quickly respond and diagnose problems. Utilize and leverage new features of all underlying technologies.
• Participate in the planning and design of monitoring solutions.
• Provide notification to stakeholders when performance or availability issues arise in the environments.
• Provide hands-on mentoring, peer review, and coaching of the IT Operations team members.
• Ability to identify and document root cause of technical issues.
• Lead, mentor, and support within and across teams through active participation.
• Uses skills to resolve complex issues in creative and effective ways. Frequently contributes to the development of new procedures.
• Maintain safety, security, and privacy standards throughout all areas of responsibility.

Knowledge

• Significant understanding of business impacts related to IT Operational issues.
• 4+ years of relevant experience in online operations with exposure to high availability and large-scale technologies such as clustering, load balancers, etc.
• Hands-on experience in a 24x7 production environment within the past 5 years, including participation in an on-call rotation.
• Experience delivering high uptime in a 24x7 production environment under customer facing SLAs.
• Working knowledge of network and switching protocols and technologies.
• Experience with web application infrastructure management and troubleshooting.
• Knowledge of and experience with management of LDAP and security certificates.
• Expertise establishing and enforcing system-wide standards, policies, procedures and methods.
• Engages in creative problem-solving and contributes to the development of new procedures.
• Advanced knowledge of performance and availability monitoring.
• Employs expertise and represents the organization for internal/external customers.
• Sustained track record of innovation and success.

Skills

• Experience in administration of firewalls, VPN, and associated security technologies.
• Experience configuring and administering databases and related storage dependencies.
• Proficient in Microsoft Office products, including but not limited to: Word, PowerPoint, Excel, Outlook, and Visio.
• Familiarity with Atlassian product suite, including but not limited to: Jira, Confluence, Bitbucket.
• Familiarity with repository for software tracking, such as GitHub.
• Familiarity with middleware and B2B gateway products such as MQ and IBM Datapower, etc.
• Familiarity with Linux/Unix shell scripting and SQL, etc.

Abilities

• Ability to prioritize workload effectively and work effectively under pressure and with a high degree of independence. Effective in meeting deadlines.
• Demonstrated ability to work effectively with colleagues is required.
• Ability to fully document technical specifications and related project or systems-level documentation.
• Ability to interface effectively and collaborate with clients, peers, and management to troubleshoot issues, develop solutions and ensure stakeholder buy-in.
• Excellent analytical, organizational and communication skills are required.
• Critical thinking skills, ability to accurately analyze information and make sound decisions.
• Must be versatile, flexible, and proactive when resolving technical issues.
• Ability to handle diverse situations and rapidly changing priorities with deadlines.
• Ability to work independently on multiple assignments and to work collaboratively within a team.

Other Essential Requirements

• 12+ years' experience in a combination of Network Engineering and Administration, and Operations Support and Engineering, including experience with operating systems and infrastructure support, high availability environments, cloud-based infrastructure, clustering and load balancing, and database administration.
• Bachelor's degree in Computer Science, Information Systems, or other related field, or equivalent work experience.
• Advanced degree(s) in Computer Science is preferred.