Job Title:
Location:
Job Summary:
GTO is seeking a highly motivated and experienced Senior Manager of Infrastructure Operations to lead our dynamic and growing infrastructure team. This critical role is responsible for the reliable, secure, and efficient operation of our entire IT infrastructure, including network, servers, storage, cloud environments, and critical systems. The Senior Manager will drive operational excellence, implement best practices, manage vendor relationships, and ensure the infrastructure supports the company's strategic objectives. This position requires strong technical acumen, exceptional leadership skills, and a proactive approach to problem-solving in a fast-paced environment.
The Senior Manager of Operations reports to Director of Operations. The primary responsibility to make sure the 99.99% availability is maintained across environment across 84 sites that are located in different regions across the globe. The candidate must be willing to work on site 4 days a week in Hyderabad, during US EST time zone.
Key Responsibilities:
Leadership and Team Management:
- Lead, mentor, and develop a team of infrastructure operations engineers and specialists.
- Foster a collaborative, high-performing, and results-oriented team culture.
- Set clear performance expectations, provide regular feedback, and conduct performance reviews.
- Manage team schedules, on-call rotations, and ensure adequate staffing levels.
- Identify training and development needs within the team.
Infrastructure Operations and Maintenance:
- Oversee the day-to-day operations, maintenance, and monitoring of all IT infrastructure components (servers, storage, network, firewalls, load balancers, etc.).
- Ensure high availability, performance, and stability of critical systems and services.
- Implement and enforce ITIL best practices for incident, problem, change, and configuration management.
- Develop and maintain comprehensive documentation for infrastructure configurations, processes, and procedures.
- Manage and optimize backup, recovery, and disaster recovery processes.
- Collaborate with Design, Engineering, Capacity, Strategy, Security and Application teams
Cloud Infrastructure Management:
- Manage and optimize our cloud infrastructure (e.g., AWS, Azure, GCP) for performance, cost-efficiency, and security.
- Implement and maintain cloud monitoring and alerting systems.
- Ensure compliance with cloud security policies and best practices.
Security and Compliance:
- Collaborate with the security team to implement and maintain security policies and procedures for the infrastructure.
- Ensure compliance with relevant industry regulations and standards (e.g., SOC 2, SOCr, NIST, RAP and PCI).
- Participate in security audits and implement remediation plans.
Collaboration and Communication:
- Collaborate effectively with other IT teams (e.g., development, security, support) and business stakeholders.
- Communicate clearly and concisely with technical and non-technical audiences regarding infrastructure status, incidents, and projects.
- Participate in strategic planning and contribute to the development of IT roadmaps.
Problem Solving and Incident Management:
- Lead the resolution of complex infrastructure issues and outages.
- Conduct root cause analysis and implement preventative measures.
- Develop and maintain incident response plans.
Continuous Improvement:
- Identify opportunities for process improvement and automation within infrastructure operations.
- Implement solutions to enhance efficiency, reliability, and scalability.
- Stay current with emerging technologies and industry trends.
Technical Expertise:
- Strong technical expertise across a broad range of infrastructure technologies, including:
- Server operating systems (Windows Server, Linux)
- Networking (TCP/IP, DNS, DHCP, routing, switching, firewalls, VPN)
- Storage solutions (EMC, iSilon, SAN, NAS)
- Virtualization technologies (VMware, NSX)
- Cloud platforms (AWS, Azure, GCP) – deep understanding of at least one is required.
- Monitoring and alerting tools (e.g., SolarWinds, Nagios, SCOM, CloudWatch, Azure Monitor)
- Automation tools (e.g., Ansible, Chef, Puppet, scripting languages like Python, PowerShell)
- Collaboration tools (O365, Zoom, Teams)
- Database management (Oracle, OCI, MsSQL, MySQL)
- Proven ability to lead and motivate technical teams.
- Excellent problem-solving and analytical skills.
Knowledge:
- Working knowledge on managing Cloud operational support services (AWS and/ or GCP and/ or Azure and/ or SaaS)
- Working knowledge of service monitoring tools such as: SolarWinds Orion, Microsoft System Center Operations Manager, and Nagios
- Working knowledge of RedHat Linux, Windows, VMWare, EMC & NetApp Storage, Backups, and Cisco Networking devices
- Working knowledge of ServiceNow and Alert Integrations
- Working knowledge of Data Center Co-Location Services with heavy emphasis on monitoring
- Working knowledge of Change and Production Control Frameworks as set forth in the ITILv.3 library
Skills:
- Ability to build, influence, lead and motivate effective teams towards end results
- Ability to work effectively with all levels of staff, clients and other IT personnel
- Ability to negotiate with customers to reach agreement on common goals and service levels
- Ability to conduct thorough root cause analysis to resolve issues
- Ability to create and present I&O information to executive management
Experience:
- Minimum 5 years of experience in a global 24/7 operations role
- Experience in managing co-location relationships with heavy emphasis on Outsourcing relationships
- Experience in Cloud technologies AWS and/ or GCP and/ or Azure
- Experience in managing RedHat Linux, Windows, VMWare, EMC & NetApp Storage, Backups, and Cisco Networking devices
- Experience in analysis of complex infrastructure problems
- Strong interpersonal skills and the ability to effectively communicate with a wide range of stakeholders
- Ability to gather data, compile information, and prepare reports for Executive Management
- Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
- Ability to provide technical guidance and leadership to professional personnel in area of expertise.
- Ability to provide and drive data collection needs for various annual Corporate Audits: SOX, PCI, etc.
- Strong understanding of ITIL principles and best practices.
- Excellent communication (written and verbal) and interpersonal skills.
- Experience in managing vendor relationships and budgets.
- Knowledge of security best practices and compliance requirements.
- Work with technology leadership team and assist with scheduled changes, maintenances and unplanned incidents
- Coordinates and supports disaster recovery procedures and assists in the development of disaster recovery plans
- Reviews historical data for trend analysis
- Departmental Requirements
- Available for all critical outages by driving the team to service restoration
Qualifications:
Education:
Bachelor's degree in Computer Science, Information Technology, or a related field. A Master's degree is preferred.Experience:
Minimum of 10 years of experience in (Insert function here) or a similar role, with at least 5 years of experience managing offshore technical teams.Technical Skills:
Strong understanding of software development, IT infrastructure, and project delivery methodologies.Leadership Skills:
Proven ability to lead and inspire technical teams, with excellent interpersonal and communication skills.Problem-Solving:
Strong analytical and problem-solving abilities, with a proactive approach to addressing challenges.Cultural Awareness:
Ability to work effectively in a multicultural environment and manage teams across different time zones.
Preferred Qualifications:
- Experience working in a global organization with distributed teams.
- Certification in (Insert function here)
- Knowledge and Certifications in ITIL, Agile and DevOps practices.
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