Atlantica, a division of XYZ Corp, seeks a Remote OPS Center Manager to lead its 24/7 operations center supporting cloud-based software platforms. You will oversee real-time monitoring, incident response, and service reliability, coordinating with engineering, cloud, and security teams to maintain high availability. Responsibilities include managing a remote analyst team, refining SOPs and runbooks, driving root-cause analysis, and reporting on SLAs and KPIs. XYZ Corp offers a collaborative, growth-focused culture where you can innovate, mentor others, and shape best-in-class IT operations practices.
Responsibilities
- Lead and oversee 24/7 remote operations center for Atlantica platforms
- Monitor system performance, uptime, and incident queues using monitoring tools
- Coordinate incident response, triage, escalation, and communication to stakeholders
- Develop and refine runbooks, SOPs, and incident workflows
- Analyze incident trends and drive root-cause remediation with engineering teams
- Ensure SLAs, KPIs, and compliance standards are met and reported
- Manage and mentor OPS center analysts, schedule shifts, and support training
- Collaborate with software, cloud, and security teams on reliability improvements
- Implement best practices for change management and operational readiness
- Provide regular status, metrics, and improvement recommendations to leadership
Required Skills
- IT operations center management
- Incident management and escalation
- Monitoring tools (e.g., Datadog, New Relic, Grafana, Splunk)
- Cloud platforms (AWS, Azure, or GCP)
- ITIL/ITSM processes
- SLA and KPI management
- Runbook and SOP development
- Data analysis and reporting
- Team leadership and mentoring
- Change management