Hosting Operations Manager

Description

• 3+ years of people leadership experience, including managing global or geographically distributed technical teams.
• Deep experience operating mission-critical production systems with demanding availability, reliability, and performance requirements, preferably in AWS cloud environments.
• Demonstrated success leading root cause analysis (RCA) and corrective action programs that improve service reliability and operational effectiveness.

Key Responsibilities

• Lead and manage a global Hosting Operations team, including infrastructure, cloud, systems, and operations engineers.
• Establish team goals, performance objectives, and career development plans.
• Conduct performance reviews, coaching, mentoring, and succession planning.
• Recruit, develop, and retain high-performing technical staff.
• Foster a culture of operational excellence, accountability, continuous improvement, and customer focus.

• Own the availability, reliability, performance, and operational health of hosted environments.
• Manage infrastructure supporting customer and corporate systems across cloud and on-premises platforms.
• Ensure operational readiness through monitoring, alerting, incident response, and problem management processes.
• Lead capacity planning, infrastructure forecasting, and resource optimization activities.
• Oversee infrastructure lifecycle management, including hardware refreshes, operating system upgrades, and platform modernization initiatives.
• Ensure backup, recovery, business continuity, and disaster recovery capabilities are maintained and regularly tested.
• Drive automation initiatives that improve operational efficiency and reduce manual effort.
• Establish and maintain operational standards, procedures, runbooks, and documentation.

• Serve as an escalation point for critical customer issues and service disruptions.
• Participate in customer discussions regarding infrastructure, hosting operations, service performance, and operational improvements.
• Ensure service level agreements (SLAs) and operational commitments are consistently achieved.
• Lead major incident management activities and post-incident reviews.
• Communicate operational status, risks, and improvement initiatives to customers and executive leadership.

• Oversee operations across AWS and other cloud platforms as required.
• Ensure efficient utilization of cloud and data center resources.
• Monitor cloud spending and identify cost optimization opportunities.
• Collaborate with Engineering teams on platform architecture, scalability, and operational requirements.

• Ensure hosting environments comply with company security policies, customer requirements, and regulatory obligations.
• Partner with Information Security teams to address vulnerabilities, remediation activities, and security monitoring.
• Support audits, compliance assessments, and customer security reviews.
• Establish and maintain Hosting Operations policies, procedures, standards, and controls within the Business Management System.
• Ensure adherence to Quality Management System (QMS) and Information Security Management System (ISMS) requirements.

• Define and maintain Hosting Operations KPIs and service health metrics.
• Implement metrics-driven processes to measure service quality, availability, performance, and operational efficiency.
• Lead root cause analysis investigations and corrective action programs.
• Identify opportunities for operational improvements, automation, and cost reduction.
• Provide regular reporting on operational performance, risks, and improvement initiatives.

Skills, Knowledge & Expertise

• Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.
• 5+ years of experience managing infrastructure, cloud, hosting, or operations teams.
• 8+ years of experience supporting enterprise infrastructure environments.
• At least 3 years of direct people leadership experience.
• Experience managing global or geographically distributed technical teams.
• Experience supporting both cloud and on-premises infrastructure environments.
• Experience operating mission-critical production systems with high availability requirements.
• Experience leading root cause analysis and corrective action initiatives.
• Experience with IT service management practices, including incident, problem, change, and capacity management.
• Experience working directly with enterprise customers.

• AWS certifications or equivalent cloud certifications.
• ITIL certification.
• Experience supporting regulated environments and customer audits.
• SAFe Agile experience.
• Aerospace industry experience.

• AWS cloud services and cloud operations (preferred).
• Windows and Linux server administration.
• Virtualization technologies.
• Enterprise storage, backup, and disaster recovery technologies.
• Networking and security fundamentals.
• Infrastructure monitoring and observability platforms.
• Infrastructure automation and configuration management tools.
• IT service management platforms.