IT Operations Director

Bain & Company•Boston, MA

105d•$150,500 - $188,500•Hybrid

About The Position

This role is for an IT Operations Director within Bain's Technology Solutions Group (TSG). The position involves leading a globally distributed Tier 2 Operations capability across infrastructure, digital workplace, and cloud operations. A key responsibility is leading the Vulnerability and Patch Management Centre of Excellence, collaborating with technology and security teams to enhance service reliability, operational consistency, vulnerability remediation, and readiness. The Director will oversee the day-to-day operations of the consolidated Tier 2 support function, acting as a crucial escalation and coordination point between Tier 1 and Tier 3 teams. The role focuses on transforming the Tier 2 operating model into consistent, scalable practices, including establishing shared support procedures, playbooks, escalation frameworks, operating rhythms, and performance standards. Additionally, the Director will manage the end-to-end patching lifecycle, vulnerability remediation standards, compliance reporting, and automated remediation workflows, working closely with Security Operations to address vulnerabilities and zero-day exposures. A significant aspect of the role is advancing technology operations maturity through observability, automation, disciplined incident response, and continuous improvement, with an emphasis on identifying and implementing automation and AI-enabled workflows to reduce operational effort.

Requirements

Strong knowledge of ITIL service management frameworks, with practical experience supporting incident, event, and problem management processes.
Experience in technology operations spanning infrastructure operations, platform or cloud operations, or IT service management at a senior management or associate director level.
Experience managing or consolidating multi-domain operational support functions across geographies and time zones.
Experience establishing or managing on-call rotations, major incident management, and cross-team escalation frameworks in a global environment.
Practical experience with observability and monitoring tools such as Datadog, Dynatrace, Splunk, or equivalent platforms.
Understanding of vulnerability management and patching tools such as Wiz, Qualys, Tenable, CrowdStrike, Intune/SCCM, or equivalent solutions, as well as vulnerability scoring, prioritization, and remediation service levels.
Familiarity with AWS, Azure, and/or GCP and understanding of the operational challenges associated with hybrid infrastructure environments.
Experience with IT service management platforms, ideally ServiceNow, across incident, change, and problem management workflows.
Hands-on experience operationalizing automated remediation workflows, self-healing infrastructure patterns, or event-driven operational automation.
Experience leading or owning vulnerability management and patching capabilities at enterprise scale, including compliance reporting and remediation governance.
Experienced people leader who can build and develop operationally focused, geographically distributed teams.
Comfortable partnering with engineering, service management, security operations, and senior business leaders.
An operationally rigorous, data-driven approach, a bias toward action, and a continuous improvement mindset.
Experience in professional services, financial services, or a similarly complex global enterprise is relevant to this role.

Nice To Haves

ITIL v3 or v4 certification is preferred.
ITIL v4 Managing Professional or relevant cloud operations certifications, such as AWS Solutions Architect or Azure Administrator, are advantageous.
Security certifications such as CompTIA Security+ or CISSP are also advantageous.

Responsibilities

Lead global Tier 2 operations and teams, including day-to-day coordination and delivery across infrastructure, digital workplace, and cloud operations.
Own and run the Vulnerability and Patch Management Centre of Excellence, leading its practitioners and establishing consistent operating standards, cadence, and ways of working.
Establish an effective operational rhythm across teams, including daily stand-ups, triage rotations, escalation protocols, and follow-the-sun handovers.
Lead and develop a geographically distributed operations team, fostering accountability, customer focus, and continuous learning.
Partner with Talent Acquisition and managed service providers to build and scale operational support capabilities.
Manage the onboarding and operational alignment of additional support teams into the Tier 2 function.
Help define and own key Tier 2 performance measures, including mean time to resolution, uptime, automated incident resolution rate, and unplanned work ratio.
Own vulnerability and patch management measures, including patch compliance, adherence to remediation targets, mean time to remediate, and automated remediation coverage.
Provide regular performance reporting to the VP of Global Tech Operations, creating visibility into operational trends, vulnerability posture, risks, and capacity considerations.
Lead operational improvement initiatives that reduce unplanned work and strengthen service reliability.
Operationalize event-management integrations across platforms such as Datadog, Wiz, CrowdStrike, and ServiceNow.
Advance the adoption of observability and operational monitoring practices within day-to-day support activities.
Help mature our 24/7 operating model by improving operational readiness and incident response while identifying opportunities for automation and self-healing.
Oversee escalation processes across Tier 1, Tier 2, and Tier 3 support teams.
Partner with Service Hub leadership to strengthen escalation service levels, handoff protocols, and shared reporting.
Collaborate with Service Management on continuous improvement, knowledge management, and root cause analysis.
Act as operational owner of the patching lifecycle and automated remediation workflows, partnering with Security Operations on zero-day mitigation and vulnerability governance.
Participate in change coordination and operational reviews to ensure technology changes are visible, coordinated, and tracked.
Help embed more proactive, intelligence-led support practices across global technology operations.