Technical Operations Manager

Gradient AI•Boston, MA

1d•Hybrid

About The Position

Gradient AI is seeking a Technical Operations Manager to support a team responsible for maintaining critical applications and infrastructure. The role will define a vision and strategy for operational excellence in a rapid-growth environment and oversee major IT initiatives and internal and external helpdesks. It is hybrid and based out of the company’s Boston office.

Requirements

7+ years of experience managing applications and IT infrastructure.
2+ years of experience managing high-performing teams.
Ability to think strategically over the long term while setting short-term goals.
Experience implementing effective monitoring and logging of SaaS cloud environments to ensure secure and compliant infrastructure.
Effective communication across functions and levels, including senior leadership, Engineering, DevOps, and Client Experience teams.
Demonstrated leadership skills, including the ability to supervise, grow, and mentor team members.
3+ years of experience with the majority of the following tools and technologies: macOS and Windows 11 administration; Jamf suite and Intune; Okta identity management; Microsoft 365 suite; Atlassian suite (Jira, Confluence); FreshService ticket management; TCP/IP networking.

Responsibilities

Oversee TechOps, including major IT initiatives and internal and external helpdesks.
Partner with DevOps to deploy, maintain, and manage highly available cloud applications, databases, and IT infrastructure according to best practices and industry standards.
Partner with SecOps to continuously mature and implement the overall security posture.
Create tools for system health monitoring, SLA compliance, and alerting and notification.
Establish and maintain metrics to assess team bandwidth.
Evolve processes for incident management, escalation, and reporting.
Maintain staff coverage for SLAs and required response times.
Supervise, grow, and mentor team members.