Technical Operations Manager

Sokin•New York, NY

About The Position

We are seeking a hands-on Technical Operations Manager to own and mature core TechOps capabilities across security, endpoint management, identity, networking, operational resilience and service management. Security is an equal and integral part of the role, alongside reliable day-to-day technology operations and continuous improvement. The successful candidate will combine strong technical troubleshooting and security operations experience with operational leadership. You will hold global ownership for assigned TechOps capabilities while acting as the primary TechOps presence within your region. You will be expected to identify risks and operational weaknesses, design practical solutions, drive remediation to completion and maintain clear, audit-ready evidence of control effectiveness.

Requirements

7+ years of experience across Technical Operations, Security Operations, Systems Engineering, Infrastructure or related roles.
Demonstrated experience operating and improving technology/security controls in a distributed, multi-region environment.
Experience working in a regulated or security-conscious organisation is strongly preferred.
Experience owning technical services or capabilities through their full operational lifecycle.
Strong hands-on Windows and macOS endpoint management and security experience.
Strong MDM/endpoint management experience with platforms such as Intune, Iru/Kandji, Jamf, ManageEngine Endpoint Central or equivalent.
Strong Microsoft security and identity experience, particularly Microsoft Defender and Entra ID.
Strong practical networking and troubleshooting knowledge across DNS, DHCP, TCP/IP, routing, NAT, firewalls, proxies, VPNs, Wi-Fi, certificates and TLS/SSL.
Experience with Zscaler or comparable secure access/SSE platforms.
Experience with vulnerability management, patching, security baselines and remediation tracking.
Working knowledge of ISO 27001, SOC 2 and/or PCI DSS controls and audit requirements.
Strong scripting and automation skills, particularly PowerShell, with the ability to work with APIs and workflow automation.
Experience with Jira/Jira Service Management or comparable ITSM platforms and structured operational processes.
Security-first and operationally minded, with equal focus on protection, reliability and user experience.
Hands-on and technically credible; comfortable troubleshooting complex issues rather than relying solely on vendors or specialists.
Ownership-driven, with strong follow-through from problem identification to measurable resolution.
Calm and methodical during incidents and high-pressure situations.
Comfortable challenging existing processes and proposing practical improvements.
Strong communicator across technical and non-technical teams, time zones and cultures.
Highly organised, documentation-driven and comfortable working with measurable objectives and controls.
Candidates will need to have the right to work in the jurisdiction that they are looking to work in.

Nice To Haves

Microsoft Purview experience covering DLP, information protection and data classification.
Exposure to PAM and identity governance tooling.
Cloud security/operations exposure across Azure, AWS and/or GCP.
Experience with Vanta or similar compliance automation platforms.
Experience with office network design, ISP management and resilient connectivity.

Responsibilities

Operate as a hands-on security-focused TechOps leader across endpoint, identity, email, collaboration and access layers.
Use Microsoft Defender and related security tooling to investigate alerts, suspicious activity, endpoint vulnerabilities and configuration weaknesses.
Perform technical investigation, containment and remediation for incidents within TechOps scope, partnering with Security/SOC, SRE and Engineering where deeper investigation or escalation is required.
Drive root-cause analysis, corrective actions and post-incident improvements to reduce recurrence.
Support least-privilege, privileged access and Zero Trust security principles across the technology estate.
Own the security, compliance and operational health of Windows and macOS endpoints globally.
Own MDM and endpoint management capabilities, including device enrolment, compliance policies, security baselines, encryption, application deployment and configuration management.
Drive endpoint vulnerability and patch management from identification and risk prioritisation through remediation and compliance reporting.
Monitor vulnerable or non-compliant devices, investigate exceptions and ensure remediation within agreed timelines.
Maintain secure endpoint standards aligned with recognised security benchmarks and organisational requirements.
Administer and improve Microsoft Entra ID, including Conditional Access, MFA, SSO, SCIM, enterprise applications, groups and identity protection.
Own and continuously improve Joiner, Mover and Leaver (JML) processes, ensuring reliable provisioning and timely deprovisioning of access.
Drive automation and group-based access models to reduce manual administration and strengthen access governance.
Support privileged access management and identity governance controls.
Demonstrate strong practical networking knowledge, including TCP/IP, DNS, DHCP, routing, NAT, firewalls, proxies, VPNs, Wi-Fi, certificates and TLS/SSL.
Own or support secure access technologies such as Zscaler, including Client Connector, traffic forwarding, URL filtering, SSL inspection, PAC files, internet access and private application access.
Troubleshoot complex connectivity issues and determine whether the root cause sits with the endpoint, identity, DNS, network, proxy, firewall, certificate or application layer.
Work with network, security and infrastructure partners to design and implement resilient, secure office and remote connectivity.
Support office network operations, ISP/vendor escalations and connectivity resilience within the assigned region.
Own the operational effectiveness of TechOps security and compliance controls and use Vanta to monitor control health, identify gaps, coordinate remediation and maintain evidence.
Support audit and regulatory readiness across ISO 27001, SOC 2, PCI DSS, GDPR and other applicable frameworks.
Understand the purpose and risk addressed by TechOps controls rather than treating compliance as an evidence-only exercise.
Partner with Security, Risk, Legal and Compliance teams on risk assessments, audit requests, control testing and remediation activities.
Maintain accurate, timely and audit-ready technical documentation and evidence.
Use Jira/Jira Service Management to manage operational work, priorities, ownership, SLAs, backlog, incidents, service requests, problems, changes and access requests.
Act as an escalation point for complex operational and security issues and coordinate structured resolution across teams.
Establish and maintain measurable operational standards, dashboards and service performance reporting.
Ensure problems are taken through to resolution with clear ownership and follow-through, not simply transferred between teams.
Continuously review TechOps processes and identify opportunities to simplify, standardise, automate or introduce self-service.
Develop and maintain automation using PowerShell, APIs and workflow platforms to reduce manual effort and improve reliability, security and auditability.
Create scalable global standards while recognising legitimate regional requirements.
Document repeatable processes through runbooks, SOPs, knowledge articles and technical documentation.
Maintain accurate hardware, software, access and ownership inventories, with clear linkage between users, identities, devices, applications and privileges.
Oversee device lifecycle activities including deployment, stock/spares, recovery, secure disposal and regional logistics.
Support software licensing, application lifecycle management and identification of unused or unnecessary licences.
Evaluate and onboard new IT/security tooling with appropriate technical, security and operational due diligence.
Act as the primary TechOps contact for the assigned office/region and ensure reliable, secure and professional end-user technology services.
Own or coordinate office technology including connectivity, Wi-Fi, meeting rooms, printing, end-user equipment and local technology vendors.
Manage vendor escalations and service performance and challenge proposed technical solutions where appropriate.
Provide initial operational triage for business-critical platform or production incidents and coordinate escalation to SRE or Engineering.
Operate with a high degree of autonomy: identify issues, assess risk, propose solutions, drive delivery, communicate progress and close the loop.
Mentor and guide TechOps specialists, delegate effectively and promote consistent standards across regions.
Partner effectively with Security, SRE, Engineering, HR, Legal, Compliance and business stakeholders.
Communicate operational health, risks, incidents, dependencies and improvement priorities clearly to TechOps leadership and relevant stakeholders.
Take global ownership of assigned TechOps capabilities while supporting regional execution and cross-region consistency.