Technical Operations Lead

nClouds•El Segundo, CA

6d•Hybrid

About The Position

The IT Lead is a hands-on role designed to be the operational backbone of SDI’s technology function. The IT Lead will own day-to-day technical operations across our AWS-hosted SaaS platform, Microsoft 365 corporate environment, and Atlassian Jira-based service management and case routing systems. This is a high-trust, broad-scope role for an engineer who is equally comfortable triaging a production incident, reviewing Jira automation logic, and walking the LAX operations and support offices checking to see if anyone needs assistance. Success in this role means SDI’s technology environment runs predictably, our LA-based 24/7 operations team has a reliable on-the-ground technical partner, and the other team members are freed to focus on business growth, strategy, security, and compliance.

Requirements

5+ years of professional experience in IT operations, cloud operations, DevOps, and systems engineering roles.
Hands-on experience operating cloud-based SaaS platforms on AWS, including core services such as EC2, ECS, S3, RDS, Lambda, VPC, containers.
Strong administrative experience with Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID/Azure AD, Intune) in a business-critical environment.
Working proficiency administering Atlassian Jira (Jira Software and/or Jira Service Management), including workflows, automation rules, custom fields, and permission schemes.
Demonstrated experience supporting 24/7 or mission-critical production systems, including incident response and root-cause analysis.
Solid scripting/automation skills (e.g., Bash, PowerShell, Python), comfort working with infrastructure-as-code tooling such as Terraform, and containerization.
Solid CICD and GIT experience, ideally within GitHub and GitHub actions.
Strong written and verbal communication skills, including the ability to produce clear documentation and runbooks.
Located in the greater Los Angeles area, or willing to be on-site near LAX at least twice per month.

Nice To Haves

Experience in healthcare, life sciences, medical imaging, or another regulated industry.
AWS Certified Solutions Architect (Associate or Professional) certification.
Familiarity with HIPAA, SOC 2, and related compliance frameworks in a cloud environment.
Exposure to PACS/RIS systems, DICOM workflows, or healthcare integrations (e.g., Intelerad, RamSoft, StudyCast, Microsoft PowerShare).
Experience supporting hybrid teams that include external development and managed service partners.
Experience with observability tooling (Grafana/OTEL), AWS Security Hub, GuardDuty, AWS Backup, and AWS Landing Zone patterns.
Familiarity with GitHub Actions or comparable CI/CD systems.

Responsibilities

Serve as a primary operator of SDI Cloud on AWS, including EC2/ECS workloads, S3, Lambda, RDS, and Grafana.
Monitor platform health, triage production incidents, perform root-cause analysis, and drive incidents to closure across SDI’s 24/7 service environment.
Partner with the internal team and external development partners on releases, change management, and infrastructure-as-code (Terraform) workflows.
Support consolidation and modernization initiatives including Azure-to-AWS gateway migration, AWS Landing Zone adoption, AWS Backup, and observability rollout.
Help mature production access controls, runbooks, and on-call practices.
Own day-to-day Microsoft 365 (E5) administration: Entra ID, Intune, Exchange, SharePoint, Teams, and endpoint management.
Manage user lifecycle (onboarding, offboarding, role changes) across SSO-integrated applications, including prompt access revocation per SOC 2 requirements.
Administer endpoint security and EDR, patching, and device compliance across a mixed fleet.
Provide on-site and remote IT support for the LAX co-working office, including conferencing, networking, and end-user troubleshooting.
Manage vendor relationships for licensing, telephony (e.g., RingCentral), and collaboration tooling.
Administer and extend SDI’s Jira environment, which serves as the company’s case management/CRM, ticket routing, project management, and bug tracking system.
Build, modify, and document custom workflows, automations, custom fields, queues, and integrations.
Reduce single-person dependency on Jira by improving documentation and cross-training operations staff on common configuration tasks.
Partner with the Operations team to translate process changes into reliable Jira workflows or potential AWS replacement.
Develop and maintain runbooks, standard operating procedures, and architecture documentation across IT and SaaS platform domains.
Drive incident review cadence: capture incidents accurately, surface trends, and recommend preventative improvements.
Help operationalize SOC 2 controls and prepare for ongoing HIPAA-aligned audits.
Assist with technical activities across development and integration partners, ensuring SDI interests and timelines are well represented.
Be physically present at the LAX-area office at least twice per month, and more frequently if local, to support the 24/7 operations team.
Act as the visible, trusted technical point of contact for on-site staff, including imaging coordinators, support team members, and operations leadership.
Provide backup coverage for the technical team during PTO and off-hours, reducing key-person risk.