Sr Manager, Infrastructure Operations/Cyber Defense (Puerto Rico)

RTX•Santa Isabel, PR

1d•Remote

About The Position

RTX Enterprise Services is hiring a Senior Manager, Infrastructure Operations to lead a distributed team supporting critical Cyber Defense infrastructure services. The role oversees operational performance, service reliability, and strategic modernization across Remote Access, Web Gateway/Proxy, Zero Trust Access, F5 Load Balancing/WAF, and ServiceNow workflows. The manager is expected to take a proactive approach, challenge existing methods, and drive innovation and process improvement throughout the service line. The position manages and develops a remote team of 8 full-time employees and may establish team lead roles. It is remote, but the successful candidate must currently live in Puerto Rico and may need to travel to the Santa Isabel site. Travel is approximately 10%. Daily work activities are guided by written work instructions available in English only. U.S. citizenship is required because only U.S. citizens are authorized to access information under the program or contract. No security clearance is required.

Requirements

Bachelor’s degree or equivalent experience and at least 10 years of relevant experience, or an advanced degree and at least 7 years of experience.
Experience with Remote Access technologies, Zero Trust concepts, Web Gateways/Proxies, F5 Load Balancers/WAF, and enterprise ticketing platforms.
Experience in incident leadership, infrastructure operations, or cybersecurity technology domains.
Experience managing distributed technical teams.
U.S. citizenship.
Currently living in Puerto Rico.

Nice To Haves

Mid- to high-level technical expertise and willingness to engage hands-on when required.
Ability to challenge the status quo, promote innovative thinking, and proactively identify operational improvement opportunities.
Effective stakeholder management, cross-functional communication, and talent development skills.

Responsibilities

Directly manage and develop a remote team of 8 FTEs, with discretion to establish team lead roles.
Oversee day-to-day operational stability across infrastructure services, ensuring consistent execution, service availability, and SLA compliance.
Lead incident response for major outages and service degradations as the primary decision-maker and escalation point.
Partner with engineering teams to ensure high-quality knowledge base content, accurate documentation, and continuous improvement of support processes.
Guide strategic initiatives, including incident management maturity, infrastructure maintenance planning, and keeping platforms fully operational.
Provide input on vendor evaluations and technology discussions as part of a collaborative decision-making model.
Drive automation, efficiency improvements, and optimization of ServiceNow workflows to reduce operational burden and improve service consistency.
Build cross-functional relationships with Identity, Cloud, Network Engineering, Security Architecture, Platform Engineering, SOC/IR, Firewall Engineering, and Splunk Reporting teams.
Maintain a foundational understanding of Zero Trust principles and contribute to evolving ZTNA strategy, with a moderate future expectation to assume product ownership responsibilities as the program matures.
Support annual planning, budgeting, and forecasting for infrastructure operations as needed.
Ensure compliance with organizational governance, risk controls, and audit requirements.