This role involves leading an Application Support team, improving client services, optimizing support tools and processes, understanding customer needs, and managing stakeholder relationships to ensure project success and high-quality service delivery.
Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
The Senior Manager in IT is responsible for overseeing the development, deployment, and continuous improvement of software systems and infrastructure. This role combines technical expertise in DevOps practices with leadership and strategic planning to ensure efficient collaboration between development, operations, and quality assurance teams. The Senior Manager will lead the design and implementation of scalable, automated, and secure systems, optimize workflows, and manage cloud infrastructure, CI/CD pipelines, and monitoring tools. They will drive innovation and process improvements to enhance software delivery speed, reliability, and performance.
Key Responsibilities:
- Lead and manage the daily IT operations, ensuring all systems and services are functioning optimally. Develop implement, and enforce policies, procedures, and best practices for systems management and incident response.
- In-depth experience with CI/CD pipelines and tools such as Jenkins, GitLab, Copado, Opsera or similar tools.
- Expertise in cloud environments such as AWS, Azure, and Google Cloud Platform (GCP). Knowledge of cloud-native architecture and services
- Building and automating test suites and deployment strategies for faster release cycles
- Deep understanding of security principles in DevOps, including secure coding practices, vulnerability scanning, and threat detection
- Experience integrating security practices into the DevOps pipeline, ensuring security compliance, data protection, and vulnerability management
- Knowledge of industry regulations (e.g., GDPR, HIPAA, SOC 2) and how they apply to DevOps practices
- Expertise in optimizing application performance and resource usage in production environments (e.g., reducing cost, improving scalability)
- Ability to quickly identify and resolve system issues, managing high-stress situations and driving root cause analysis for incidents
- Experience in scaling cloud infrastructure to meet growing business demands, both vertically (increasing server resources) and horizontally (adding more nodes)
- Efficient allocation of infrastructure resources to ensure cost-effectiveness without compromising performance
- Experience in managing change control processes, minimizing downtime during updates and releases
- Assessing and mitigating potential risks associated with infrastructure, code, and release management
- Excellent analytical skills to identify issues, suggest solutions, and make critical decisions under pressure
- Ability to adapt to new technologies and continuously learn emerging trends in the DevOps landscape
- Understanding of how DevOps practices contribute to the broader business goals and outcomes
- Lead and manage IT operations projects, from planning through execution and delivery.
- Ensure proper resource allocation to meet project deadlines and operational requirements.
- Collaborate with cross-functional teams to implement system upgrades, new technologies, and process improvements.
- Monitor project progress and ensure timely and within-budget delivery.
- Manage relationships with third-party vendors, contractors, and service providers.
- Collaborate with key stakeholders, including senior leadership, to align IT operational strategies with business objectives.
- Oversee the incident management process, ensuring the timely resolution of IT issues to minimize downtime and disruption.
- Drive root cause analysis for recurring incidents and identify long-term solutions to improve system stability.
- Develop and manage the IT operations budget, ensuring that expenses are within allocated limits while maintaining operational efficiency.
- Identify opportunities for cost optimization and process automation.
- Develop and mentor team members, identifying training needs and opportunities for career advancement.
Qualifications & Skills:
- 14+ years of experience in IT, business applications management, or enterprise systems.
- Proven expertise in Salesforce, NetSuite, and Coupa with hands-on experience in administration, configuration, and integration.
- In-depth understanding of Lead-to-Cash and Support business processes with hands-on experience in Sales Cloud, CPQ, and Service Cloud.
- Proven track record in team building and developing high-performing teams in a fast-paced, global environment.
- Excellent communication skills, with the ability to effectively interact with both technical teams and non-technical business stakeholders.
- Strong problem-solving skills, with the ability to think strategically and drive change.
- Experience working with global, cross-functional teams across different time zones.
- Experience in DevOps and release management, with a strong understanding of CI/CD pipelines and deployment strategies.
- Bachelor’s or Master’s degree in Information Technology, Computer Science, Business Administration, or a related field.
Preferred Skills:
- Experience with Salesforce CPQ, Sales & Service Cloud; experience with Marketing Cloud is a plus.
- Exposure to Salesforce DevOps tools and automation for continuous integration and deployment (CI/CD).
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