Operations Tech Lead: Infra & Incident Response

Webhosting; City of Brisbane; On-site; AUD 120,000 - 160,000; Full time

Job summary

Latitude.sh is seeking an experienced Lead Senior Operations Analyst to oversee a team responsible for 24/7 operational coverage of our global platform. You will act as the escalation point for complex issues, coordinate across internal and remote center teams, and drive performance through coaching and development.

The role focuses on hardware, software, and network infrastructure, including incident management, root cause analysis, and SOP development to raise standards and efficiency across

Responsibilities

• Lead and supervise the Senior Operations Analysts team, ensuring full operational coverage and adherence to standards.
• Serve as the primary escalation point for complex operational issues, coordinating resolution across internal teams and remote data center techs.
• Conduct shift handover briefings, communicating ongoing incidents, pending tasks, and critical updates.
• Monitor team performance, provide real-time coaching, and identify development opportunities for analysts.
• Foster a culture of ownership, accountability, and continuous improvement within the team.
• Oversee and participate in the execution of operational tasks involving servers, storage, networking equipment, and platform software.
• Lead root cause analysis for complex incidents related to hardware failures, RAID rebuilds, storage allocation, and disk lifecycle management.
• Ensure rack and stack activities, hardware installation, and in-cabinet maintenance are executed to the highest standards.
• Validate and improve out-of-band management configurations (IPMI/BMC) across the infrastructure fleet.
• Coordinate with remote data center techs to ensure operational standards and SLAs are consistently met.
• Install, configure, and troubleshoot Linux and Windows operating systems, supporting analysts with complex cases.
• Maintain and improve internal operational documentation, runbooks, workflows, and escalation procedures.
• Identify process gaps and propose improvements to the Operations Manager.
• Contribute to the development and review of standard operating procedures (SOPs) for the DCOps team.

Job description

Latitude.sh is seeking an experienced Lead Senior Operations Analyst to oversee a team responsible for 24/7 operational coverage of our global platform. You will act as the escalation point for complex issues, coordinate across internal and remote center teams, and drive performance through coaching and development.

The role focuses on hardware, software, and network infrastructure, including incident management, root cause analysis, and SOP development to raise standards and efficiency across