Manager, IT Operations

ROUTEONE•Farmington Hills, MI

39d

About The Position

The IT Operations Manager is responsible for the stability, availability, performance, and security of the company’s cloud environments. This role leads day-to-day IT operations across infrastructure, cloud platforms, end-user services, monitoring, incident management, and vendor relationships. The ideal candidate is a hands-on leader with strong technical depth, proven people management experience, and the ability to translate operational metrics into actionable insights while continuously improving service delivery.

Requirements

Strong operational experience supporting AWS production environments.
Strong understanding of Windows and Linux server administration concepts.
Strong understanding of AWS operational models, shared responsibility, and regional availability concepts.
High availability and resiliency concepts: Multi-AZ, failover, storage, backups, DR.
Networking fundamentals: DNS, DHCP, TCP/IP, Load balancers, firewalls, VPNs.
Identity and access management (AD, SSO, MFA).
Proven ability to lead teams supporting 24×7 cloud operations.
Proficient in Microsoft Office products, including but not limited to: Word, PowerPoint, Excel, Outlook, and Visio.
Excellent verbal and written communication skills.
Disciplined, detail-oriented, and well organized with a strong background in operational methodology.
Solid analytical and troubleshooting skills to quickly determine root causes of problems and drive towards solutions.
Ability to foster a collaborative and collegial atmosphere within a dynamic and fast-paced work environment.
Leading SEV1 / major incidents calmly and decisively.
Assessing operational risk of changes.
Understanding blast radius and dependencies.
Knowing when to stop a change or roll back.
Identifying systemic risk patterns.
Preventing repeat incidents, not just fixing symptoms.
Ability to manage time and multiple priorities.
Bachelor's degree in Computer Science, Information Systems, or other related field, or equivalent work experience.
8+ years’ experience in management, operations, and leadership.

Responsibilities

Ensure high availability and performance of the cloud and on-prem environments.
Establish and enforce operational standards, runbooks, and escalation procedures.
Drive continuous improvement in reliability, automation, and operational efficiency.
Vendor management of RouteOne’s managed services provider to ensure service level agreement (SLA) commitments related to uptime, resource availability, incident response, change control, redundancy, etc., are met.
Lead incident response for high severity outages; ensure rapid restoration and clear communication.
Facilitate root cause analysis (RCA) and drive corrective and preventive actions.
Oversee change management to reduce risk and unplanned downtime.
Manage and mentor IT Operations engineers, database administrators, and on‑call resources.
Build a culture of accountability, documentation, and knowledge sharing.
Conduct performance reviews, career development plans, and skills growth initiatives.
Coordinate on‑call rotations and workload balancing.
Own monitoring, alerting, and observability platforms (e.g., CloudWatch, NewRelic, OEM, Grafana/Prometheus, LogicMon).
Partner with Cloud, DevOps, and Security teams to support scalable and secure architectures.
Ensure proactive detection of performance, capacity, and security issues.
Partner with Security teams to support vulnerability management, patching, and audit readiness.
Ensure operational compliance with internal policies and external regulations by maintaining safety, security, and privacy standards throughout all areas of responsibility.
Ensure backup, disaster recovery, and business continuity plans are tested and maintained.
Participate in security incidents and post‑incident remediation activities.