Senior Manager, IT Operations & Support

Your day-to-day:

• Provide strong leadership, mentorship, and guidance to a team of system administrators, network engineers, and support specialists. Foster a collaborative and high-performing team environment.
• Oversee the day-to-day operations of Greenlight's IT infrastructure, ensuring high levels of uptime and performance.
• Define and implement IT operations policies, procedures, and best practices to optimize efficiency, security, and scalability.
• Establish robust monitoring and alerting systems to proactively identify and resolve potential issues before they impact users or services.
• Lead the incident response process, ensuring timely and effective resolution of IT incidents, and conduct root cause analysis to prevent future occurrences.
• Implement and enforce a controlled change management process to minimize disruptions and ensure the stability of the IT environment.
• Collaborate with external vendors for hardware, software, and services, ensuring service level agreements (SLAs) are met and value is maximized
• Collaborate closely with the Security team to implement and maintain security best practices within IT operations. Work in partnership with the GRC team to support PCI, SOC2, SOX compliance efforts, including the implementation and maintenance of relevant IT controls.
• Lead and participate in infrastructure upgrades, migrations, and new technology deployments.
• Develop and manage the IT operations budget, ensuring cost-effectiveness and efficient resource allocation.
• Create and maintain comprehensive documentation for IT infrastructure, processes, and procedures.
• Serve as an escalation point for complex technical issues and provide expert support to the IT team and other departments.
• Continuously research and evaluate new technologies and best practices to improve Greenlight's IT operations.

What you'll bring to the team:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 8+ years of progressive experience in IT operations, with at least 3+ years in a management or leadership role. Proven experience managing and leading a team of IT professionals.
• Deep understanding of IT infrastructure components, including networking, servers and endpoint management.
• Proven experience managing and optimizing various SaaS applications and productivity suites (e.g., Google Workspace, Microsoft 365, Slack, Zoom, Jira, Confluence).
• Excellent troubleshooting and problem-solving skills with a data-driven approach.
• Experience with incident management and root cause analysis methodologies.
• Solid understanding of ITIL framework and best practices.
• Strong communication, collaboration, and interpersonal skills.
• Ability to work effectively in a fast-paced and dynamic environment.A proactive and results-oriented mindset with a strong sense of ownership

Nice to have:

• Experience in a FinTech or high-growth technology company.
• Experience with cloud platforms (e.g., AWS, Azure, GCP).
• Experience with identity and access management (IAM) systems.
• Experience with mobile device management (MDM) solutions.

Work perks at Greenlight:

• Medical, dental, vision, and HSA match 
• Paid life insurance, AD&D, and disability benefits 
• Traditional 401k with company match
• Unlimited PTO 
• Paid company holidays and pop-up bonus holidays 
• Professional development stipend
• Mental health resources  
• 1:1 financial planners
• Fertility healthcare
• 100% paid parental and caregiving leave, plus cleaning service and meals during your leave
• Flexible WFH, both remote and in-office opportunities
• Fully stocked kitchen, catered lunches, and occasional in-office happy hours
• Employee resource groups