Technical Platform Operations Support, Manager

Jobtailor; Town of Texas (WI); On-site; USD 120,000 - 180,000; Full time

Job summary

Jobtailor in the United States is seeking an experienced Platform Operations Lead to oversee production support and platform reliability. You will drive incident management, capacity planning, and operational readiness while partnering with engineering to improve resiliency and automation.

The role emphasizes data-driven decision making, executive reporting, and a culture of continuous improvement to enhance customer experience and reduce operational risk.

Qualifications

• Bachelor's degree or equivalent experience; advanced studies preferred.
• 8+ years of technology operations, platform or production support experience.
• 3+ years of leadership experience managing technical operations or support teams.
• Experience supporting mission-critical enterprise applications and platforms.
• Strong ITIL Service Management knowledge: Incident, Problem, Change, Service Request, Knowledge.
• Experience with enterprise monitoring and observability platforms.
• Experience managing production incidents and leading major incident bridges.
• Strong analytical and root cause analysis skills.
• Experience developing operational dashboards, metrics, and executive reporting.
• Ability to collaborate across engineering, information security, and business teams.
• Excellent communication and stakeholder management.
• Strong understanding of enterprise technology operations and support models.
• Ability to bridge technical and business discussions effectively.
• Data-driven decision-making and operational governance mindset.
• Strong partnership with engineering, information security, and infrastructure teams.
• Effective communication across organizational levels.
• Passion for automation and operational efficiency.
• Commitment to reducing operational risk and improving customer experience.

Responsibilities

• Lead a team of platform operations resources responsible for production support and platform reliability
• Ensure adherence to SLOs, SLAs, and operational support standards
• Drive incident, problem, change, and operational readiness processes across supported platforms
• Manage platform availability, performance, monitoring, and capacity management activities
• Lead root cause analysis efforts and drive corrective and preventive actions
• Partner with engineering teams to improve platform resiliency, observability, and automation
• Establish and refine operational metrics, dashboards, and executive reporting for leadership stakeholders
• Support audit, compliance, information security, and regulatory requirements
• Build a culture of accountability, continuous improvement, and customer-centric service delivery
• Develop and mentor team members through coaching, career development, and performance management
• Drive operational excellence initiatives focused on automation, self-healing capabilities, reduction of manual processes, and platform data completeness and accuracy
• Maintain key operational process information management documentation via SOPs and Runbooks

Education

Bachelor's degree

Tools

Enterprise Monitoring Platforms

Observability Tools

SOPs

Runbooks

Job description

• Lead a team of platform operations resources responsible for production support and platform reliability
• Ensure adherence to service level objectives (SLOs), service level agreements (SLAs), and operational support standards
• Drive incident, problem, change, and operational readiness processes across supported platforms
• Manage platform availability, performance, monitoring, and capacity management activities
• Lead root cause analysis efforts and drive corrective and preventive actions
• Partner with engineering teams to improve platform resiliency, observability, and automation
• Establish and refine operational metrics, dashboards, and executive reporting for leadership stakeholders
• Support audit, compliance, information security, and regulatory requirements
• Build a culture of accountability, continuous improvement, and customer-centric service delivery
• Develop and mentor team members through coaching, career development, and performance management
• Drive operational excellence initiatives focused on automation, self-healing capabilities, reduction of manual processes, and platform data completeness and accuracy
• Maintain key operational process information management documentation via SOPs and Runbooks

Requirements

• Bachelor's degree or equivalent experience; advanced studies/degree preferred
• 8+ years of technology operations, platform support, infrastructure support, or production support experience
• 3+ years of leadership experience managing technical operations or support teams
• Experience supporting mission-critical enterprise applications and platforms
• Strong understanding of ITIL Service Management processes, including Incident Management, Problem Management, Change Management, Service Request Management, and Knowledge Management
• Experience with enterprise monitoring and observability platforms
• Experience managing production incidents and leading major incident bridges
• Strong analytical, troubleshooting, and root cause analysis skills
• Experience developing operational dashboards, metrics, and executive reporting
• Ability to collaborate effectively across engineering, architecture, information security, and business teams
• Excellent communication and stakeholder management skills
• Strong understanding of enterprise technology operations and support models
• Ability to bridge technical and business discussions effectively
• Data-driven decision-making and operational governance mindset
• Strong partnership with engineering, information security, and infrastructure teams
• Effective communication across all organizational levels
• Passion for automation and operational efficiency
• Commitment to reducing operational risk and improving customer experience

Core Competencies

Demonstrates expertise in leading platform operations with a focus on production support, incident management, and operational excellence. Proficient in developing metrics, dashboards, and ensuring compliance with service level agreements while fostering a culture of continuous improvement.

Highest-signal resume keywords

• Platform Operations Leadership
• ITIL Service Management
• Incident Management
• Operational Metrics Development
• Automation and Operational Efficiency

ATS Optimization Keywords

Hard Skills

• Technology Operations
• Platform Support
• Infrastructure Support
• Root Cause Analysis
• Operational Governance
• Data-Driven Decision-Making
• Change Management
• Problem Management
• Service Request Management
• Knowledge Management

Soft Skills

• Effective Communication
• Stakeholder Management
• Collaboration
• Coaching and Mentoring
• Customer-Centric Service Delivery

Industry Keywords

• Service Level Objectives
• Service Level Agreements
• Operational Readiness
• Continuous Improvement
• Mission-Critical Applications

Tools & Technologies

• Enterprise Monitoring Platforms
• Observability Tools
• SOPs
• Runbooks