Platform Operations Manager

This position is open in France, England, Spain and/or Germany

YOUR ROLE

The Platform Operations Manager is responsible for overseeing the daily operations and performance of the Platform Operations team. This role involves managing the monitoring of networks, systems, and applications to ensure optimal performance and service availability. The Platform Operations Manager leads the team in identifying, troubleshooting, and resolving incidents, as well as implementing proactive measures to minimize service disruptions. The ideal candidate will possess strong leadership skills, technical expertise, and a customer-centric mindset.

As part of the Cloud Platform organization -which includes Cloud Operations, SRE, DBA, and Helpdesk- and reporting directly to the Head of Cloud Platform, you will play a pivotal role in the Infrastructure Cloud Operations team at Shift. Your role will consist in:

• Monitor, manage, and mentor the infrastructure operations team across multiple locations, including Japan, France, and the United States
• Oversee monitoring, maintenance, and administration of automated backup systems to maintain data continuity and integrity for all systems;
• Ensure effective monitoring, maintenance, and administration of automated backup systems to ensure data continuity and integrity for all systems
• Oversee incidents, requests, and change management with the corresponding teams;
• Ensure SLAs are correctly defined and met;
• Ensure maintenance of effective 24-7 operations with rotating on-call schedule, escalation paths, and emergency response plans;
• Manage major incidents and drive resolution efforts in coordination with engineering, IT, and vendor teams. Lead post-incident reviews and implement corrective and preventive actions to reduce future incidents.
• Ensure effective coordination and cooperation with all company departments to smoothly facilitate the resolution of cross domain incidents/requests/situations;
• Coordinate and collaborate with the rest of IC, IT, Engineering and the business at large to identify and implement opportunities for continuous improvement;
• Collaborate with the SRE team to implement monitoring improvements and address gaps.
• Identify opportunities to improve system and network performance, ensuring high availability and reliability.
• Recommend and oversee the implementation of automation tools to improve efficiency in monitoring and response tasks.
• Measure and manage the performance of the team and team members as well as client satisfaction, identify areas for improvement and define plans to address them;
• Act as Level 3 and be the last escalation point of support issues;
• Be responsible for making sure the right process and tools are in place and followed;
• Collaborate closely with the Technical Program Manager in order prioritize the correct projects ;

What We Are Looking For

Ideal applicants will have a strong, credible technical background supporting sizable IT infrastructure coupled with leadership / managerial experience of small to mid-size teams.
Your background and experience will also cover most of the following:

Qualifications:

• Minimum of 5 years of experience in an NOC or similar role, with a strong understanding of infrastructure operations;
• Strong leadership and team management abilities, with a focus on collaboration and conflict resolution.
• Excellent leadership and mentoring skills, with a focus on team development and Agile methodologies;
• Strong analytical and problem-solving abilities, with experience using data analysis tools;
• Excellent verbal and written communication and interpersonal skills;
• Familiarity with incident management tools and ITIL best practices;
• Ability to work collaboratively across departments and manage multiple priorities effectively;

Technical Abilities:

• Knowledge and experience working with cloud computing (e.g. Azure or AWS or GCP)
• Networking and firewall expertise 
• Proficiency in Windows, and Active Directory is required
• Infrastructure security experience - Patch and vulnerability management
• Backup knowledge and experience
• Experience with Infrastructure-as-Code  tools, such as Terraform or CloudFormation or ARM, for deploying and managing cloud resources. 
• Familiarity with monitoring and logging solutions, such as Grafana
• Experience with Jira ticketing system and Confluence
• Familiarity with DevOps methodologies and tools, such as Git, Jenkins and Ansible, for automating software delivery and infrastructure management. 
• Knowledge of compliance standards and regulations, such as GDPR, HIPAA, and SOC 2, and experience implementing controls to meet these requirements. 
• Kubernetes knowledge and experience

YOUR TOOLKIT

We work with modern technologies and always encourage our team to explore what's new in the market. Technology additions or changes will certainly be needed, and welcomed, as we strengthen our DevOps culture.

Our main tools are:

• Microsoft Azure, AWS, and VMWare Data Centers;
• Windows Server, Linux Server, Kubernetes
• Microsoft Azure and AWS cloud-native services.
• Nagios, Grafana, Prometheus
• Palo Alto Firewalls, Palo Alto Prisma, Cisco WiFi, Cisco Switches, Cloudflare
• Automation driven - IaC (Terraform), Ansible, Python, Github. 
• Delinea
• Veeam backups
• Atlassian products - Jira, Opsgenie, Confluence

RECRUITMENT PROCESS

• HR screening call 
• Hiring Manager interview
• Technical interview with the Manager
• Interview with CTO

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