Manager, IT Operations

The Manager, IT Operations is responsible for working closely with the Director of IT and Operations to ensure smooth and efficient operation of the Cayuse SaaS platform and operations.  This includes the management of IT teams such as Sys-Ops-SRE, IT Help Desk, and Security.  The Manager, IT Operations will also have the responsibility of helping develop, then operationalizing Objective and Key Result (OKR) goals aligned to the Cayuse strategic plan, in relation to AWS cloud operations.

Your Responsibilities

• Lead the day-to-day operations of IT teams such as Sys-Ops-SRE, IT Help Desk, and Security.  This involves organizing work around known priorities via the work management system (Jira), daily, to ensure customers receive frictionless service.
• Manage global hosting costs efficiently, and within OKR goal targets.
• Manage hosting Security vulnerability monitoring, remediation, and resiliency to CVSS scoring/priority, SLO targets, and OKR goals.
• Provide sound, strategic, technical consultancy to leadership, in line with current and future organizational goals for sustainability and reliability.
• Manage the Cayuse internal IT Help Desk to SLO targets and lean toward full onboarding, support, maintenance, and offboarding automation in a remote-first environment.
• Provide regular performance feedback, and manage staff to the high standards required to meet or exceed assigned OKRs.  Attract, grow and promote top talent.  Do not let low performers linger.  Foster a positive team culture where people want to join and stay.
• Manage day-to-day service relationships and performance related to third-party vendors.
• Engage and collaborate in planning activities, then manage teams in the execution of the organizational plans related to high reliability, high availability, performance, stability (up-time), security, and cost efficiency.
• Through your teams, manage the design, build, provisioning, deployment and maintenance of SaaS hosting infrastructure.
• Through your teams, implement the SaaS active monitoring plans (up/down, UX, et al), to ensure they are achieved.  
• Through your teams, implement the organizational plans for reducing the operational overhead of keeping Cayuse applications healthy, secure, and available for our customers.
• Support service reliability by upholding sound methodology around metric visibility using SLIs, SLOs, and SLAs.
• Actively participate in and assure teams operate within IT Common Processes, such as hosting standards, global calendar, IT interlock meetings, change management, lead/quality review, Jira productivity/reporting, incident/request management, post-incident review and RCA.
• Represent your team(s) by participating in customer calls, to support IT Operations service delivery, and technical consultancy.
• Focus and organize your teams around a roadmap of priorities, aligned to assigned OKR goals.  Manage and communicate roadmap priorities with your team, peers, and the Cayuse organization.
• Assure technical knowledge and support documentation is maintained in the online repository.  Perform annual review of documentation to assure it is kept up to date.  Train your teams and peer teams on technical standards, and support tools and techniques.

Your Qualifications

• 5+ years overall experience in technology operations with a minimum of 2 years’ experience leading IT teams such as SysOps-SRE, IT Help Desk, Security and/or DevSecOps teams.
• Solid understanding of modern cloud-native architecture and applications performance on AWS.
• Experience with building/deploying/scaling/managing distributed systems on AWS.
• Experience building, implementing, and maintaining SaaS monitoring and visualization solutions, preferably New Relic, Cloudwatch, and Statuspage.
• Demonstrated experience leading and managing IT / IS projects.
• Experience with network and endpoint security solutions (firewalls, VPNs, AVs etc.)
• Demonstrated experience working with IT leaders, customers, and engaging and motivating a diverse team. 
• Demonstrated communication skills and experience working with cross functional global teams.
• Exhibits a strong drive for results.
• Experience working for a scaling software company is a must! 

Benefits 

• Competitive Medial Benefits (PPO + HSA available)
• Vision, Dental, Short-Term Disability fully covered by Cayuse 
• Unlimited PTO + Holidays + Flexible Work Schedule 
• Remote Work Stipend 
• Equal Paid Parental Leave 
• 401k with Employer Matching 
• Quarterly Wellness Reimbursement 
• Remote Work Environment, supporting the Ultimate Employee Experience  

Cayuse does not accept agency resumes. Please do not forward resumes to our jobs alias or any Cayuse employees. Cayuse is not responsible for any fees related to unsolicited resumes.