Systems Engineer – Manager, Operations
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Job Description
Remote Systems Engineering Manager leading analysts supporting enterprise infrastructure services. Overseeing incidents, service delivery, operational controls, and infrastructure improvements.
Responsibilities:
- Lead, coach, and support a team of Systems Engineer analysts responsible for daily infrastructure operations, incident response, service requests, monitoring, maintenance, and documentation
- Manage incoming work, backlog, ticket queues, priorities, assignments, and escalation paths
- Coordinate analyst response to incidents, recurring issues, service degradation, capacity concerns, and operational risks
- Serve as the primary escalation and coordination point for analyst workflow
- Ensure analysts follow runbooks, documentation standards, change management practices, access procedures, and operational controls
- Support infrastructure changes, patching, upgrades, certificate renewals, deployments, and maintenance windows
- Review ticket quality, operational documentation, knowledge-base articles, and runbooks
- Track operational performance, workload distribution, SLA adherence, incident trends, and improvement opportunities
- Promote cross-training, knowledge sharing, and analyst skill development across infrastructure services
- Conduct one-on-one meetings, performance feedback, goal setting, staffing coordination, and career development activities
- Partner with leadership to improve support processes, monitoring and alerting practices, operational readiness, team procedures, and workflows
- Communicate with engineering, security, application, network, business, vendor, and technical stakeholders
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, Engineering, Business Information Systems, or a related field, or equivalent combination of education, technical experience, service management experience, and leadership experience
- 5+ years of experience in systems engineering, infrastructure services, enterprise application services, technical service management, software tooling administration, or a related enterprise IT role
- 3+ years of experience leading, managing, supervising, mentoring, or coordinating technical teams responsible for infrastructure services, application services, software tools, or operational support functions
- Strong working knowledge of Microsoft Windows Server operations, production infrastructure support, virtualization, application services, identity services, certificates, monitoring, and related enterprise platforms
- Working understanding of enterprise networking concepts and operational dependencies, including DNS, DHCP, routing, firewalls, VPN, load balancing, certificates, and secure connectivity
- Experience managing incident response, ticket queues, service requests, escalations, change records, and operational documentation using IT service management platforms such as Jira Service Management
- Experience using monitoring and observability tools such as DataDog, SolarWinds, Azure Monitor, or similar platforms
- Ability to prioritize competing operational demands and make sound decisions in production support situations
- Strong written and verbal communication skills
- Demonstrated ability to develop team members, improve processes, reinforce accountability, and sustain reliable service delivery
- Preferred: Experience leading distributed or remote technical teams
- Preferred: Knowledge of Active Directory, Entra ID, Okta, group policy, and account lifecycle processes
- Preferred: Experience with PowerShell or other scripting tools
- Preferred: Experience supporting operational readiness, post-incident reviews, continuous improvement, process documentation, and cross-functional technical coordination
- Preferred: Relevant industry certifications such as Microsoft, Cisco, AWS, VMware, Nutanix, NetApp, Check Point, ITIL, or equivalent certifications
Benefits:
- Annual cash bonus eligibility
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(k) plan
- Remote work arrangement
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