Manager - North America IT Operations

Manager - North America IT Operations

Job ID 
Information Technology
Posting date 
Remote base 

Job description

Company description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

The Red Hat IT team is looking for a Manager of North America IT Operations to join us in Raleigh, NC. In this role, you’ll oversee associates and be responsible for the enterprise-wide management of daily IT Operations activities supporting the Network and Host Systems infrastructures, as well as cloud computing resources. You’ll provide direction on prioritizing day-to-day work and planning long term strategic direction on IT Infrastructure Operations activities. We’ll expect you to have proven experience in successfully delivering IT services in fast-paced, business growth driven, highly resilient environments. You will define and establish policies and procedures designed to ensure consistently high IT service performance and will prioritize, manage, and coordinate workloads and efforts across organizations to meet or exceed IT service delivery SLAs. As a Manager, you will lead and manage the North American IT Operations associates and cover business requirements analysis, design, procurement, implementation, and operational support through infrastructure life cycle planning.

Primary job responsibilities

  • Manage and lead the life cycle planning, procurement, implementation, operation, and maintenance of Red Hat’s IT Network and Host Systems infrastructures, as well as cloud computing resources
  • Manage and supervise IT Operations professionals (FTEs and contractors) working within the North American IT Operations area
  • Manage relationships with vendors that deliver data communication and other infrastructure services to Red Hat
  • Prepare RFP statements of work (SOWs); review bid proposals, contracts, and other documentation for new and in-flight initiatives
  • Manage and lead teams that support all hardware and systems software planning and installation activities, including equipment configuration, installations, process improvements, environment preparation, and 24/7 production support
  • Ensure firmware and host operating systems remain current according to delivery targets
  • Hold direct reports accountable for delivering services on-time and within budget
  • Manage and lead the development and maintenance of the Operations service roadmaps to support emerging business needs of Red Hat
  • Manage the team’s budget and expenditures including assisting with the annual IT budget development process and managing B2A spending on a monthly basis
  • Manage the development and maintenance of documentation including departmental policies, procedures, disaster recovery plans and technical reports as they relate to IT Operations
  • Ensure Red Hat’s IT Operations disaster recovery plans will meet or exceed the company’s Business Continuity objectives
  • Guide continuous improvement through ITSM initiatives
  • Ensure service delivery targets are documented and are being met
  • Provide an implementation ready strategy based on the candidate’s background experience that moves Red Hat’s Infrastructure Operations services beyond the limitations of the current state
  • Build a strategy to identify key metrics for IT Operations with the feedback of customers
  • Implement major incident management responsibilities
  • Oversee and perform root cause analysis of major incidents with the input of technical team
  • Promote an active mindset and approach to resolving problems
  • Help promote a customer-focused attitude across the operations organization

Required skills

  • Bachelor’s degree with emphasis on computer science, management of information systems, or equivalent
  • 5+ years of management and leadership experience in IT Infrastructure Operations
  • Demonstrated leadership and people management skills
  • Management experience related to Network and Host Systems infrastructures, as well as cloud computing resources
  • Extensive experience in Infrastructure Life Cycle Management including testing methods, best practices, and preventive maintenance activities
  • Proficient in managing the performance of highly technical personnel, as well as customer relationships with critical business partners
  • Exceptional written and verbal communication skills
  • Demonstrated security expertise across multiple IT Infrastructure disciplines
  • Ability to lead and remain calm, tactful, and focused in highly visible and stressful situations

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.


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