Global IT Operations Director (Hybrid) – Tier 2 & Patch Mgmt

Bain & Company; Warszawa; Hybrid; PLN 450,000 - 650,000; Full time

Job summary

Bain & Company is seeking an IT Operations Director in Warsaw to lead our global Tier 2 operations across infrastructure, cloud, and digital workplace.

You will own the Vulnerability and Patch Management Centre of Excellence, drive automation, and partner with Security Operations to ensure timely remediation and 24/7 readiness. This role emphasizes data-driven decision making and cross-team collaboration in a hybrid office environment.

Qualifications

• ITIL v3 or v4 certification preferred.
• Experience supporting infrastructure, platform, or cloud operations at senior management level.
• Led multi-domain operational support across geographies and time zones.
• Experience with on-call rotations and major incident management.
• Hands-on with observability and monitoring tools (Datadog, Dynatrace, Splunk).
• Familiar with AWS, Azure, and/or GCP in hybrid environments.
• Experience with IT service management platforms such as ServiceNow.
• Hands-on with automated remediation workflows and self-healing patterns.
• Led enterprise-scale vulnerability management and patching programs.
• Strong people leadership with distributed teams.

Responsibilities

• Lead day-to-day coordination and delivery of Tier 2 Operations across infrastructure, digital workplace, and cloud.
• Own and run Vulnerability and Patch Management Centre of Excellence and establish standards.
• Establish operational rhythms, stand-ups, triage rotations, and handovers.
• Develop geographically distributed operations teams with accountability and customer focus.
• Partner with Talent Acquisition and MSPs to scale capabilities.
• Onboard and align additional support teams into Tier 2 function.
• Define and own Tier 2 performance measures (MTTR, uptime, automated resolution).
• Own patching and remediation metrics and automate coverage.
• Provide regular performance reporting to Global Tech Ops leadership.
• Drive operational improvements reducing unplanned work and improving reliability.
• Integrate event-management across Datadog, Wiz, CrowdStrike, ServiceNow.
• Advance observability adoption in day-to-day support.
• Mature 24/7 operating model with automation and self-healing.
• Collaborate with cross-functional teams on escalation and governance.

Skills

ITIL service mgmt

Senior leadership

Observability mindset

Vulnerability management

Tools

Datadog

Dynatrace

Splunk

ServiceNow

Job description

Bain & Company is seeking an IT Operations Director in Warsaw to lead our global Tier 2 operations across infrastructure, cloud, and digital workplace.

You will own the Vulnerability and Patch Management Centre of Excellence, drive automation, and partner with Security Operations to ensure timely remediation and 24/7 readiness. This role emphasizes data-driven decision making and cross-team collaboration in a hybrid office environment.