IMG
OperationsShiftLead
“Operations Shift Lead at IMG. Skills: Operational Leadership, Reliability Engineering, Service Management, Technical Breadth, Financial Acumen, Crisis Management, People Leadership, Strategic Communication, Execution Focus, Continuous Improvement Mindset. Lead global 24 ×7 infrastructure operations encompassing endpoint management (Intune/JAMF/Endpoint Central), and messaging collaboration (M365/Slackox/Zoom) service reliability.. Drive root cause analysis (RCA) and problem management activities”
Industry & Context.
Drive root cause analysis (RCA) and problem management activities following significant incidents.; Implement corrective actions and operational improvements to prevent recurrence.; Identify operational inefficiencies and drive process improvements across infrastructure support models.
What They're Looking For.
Must Have
Bachelor's degree in information technology, Computer Science, or a related technical field (or equivalent professional experience), 5+ years of experience supporting enterprise IT infrastructure environments, 2+ years of experience leading technical operations teams or acting in a senior operational role, Hands-on familiarity with operational platforms such as ServiceNow, Datadog, or Splunk for monitoring and observability, Excellent executive communication and cross-functional collaboration skills
Nice to Have
Exposure to M&A or carve-out transformations, Certifications such as ITIL Expert, PMP, or equivalent leadership credentials
What You'll Do.
Lead global 24 ×7 infrastructure operations encompassing endpoint management (Intune/JAMF/Endpoint Central)
and messaging collaboration (M365/Slackox/Zoom) service reliability.
Drive root cause analysis (RCA) and problem management activities following significant incidents.
Implement corrective actions and operational improvements to prevent recurrence.
Maintain clear operational documentation and post-incident reporting standards.
Partner with Service Delivery leadership and ServiceNow operators to mature Infrastructure ITSM processes (Incident
Knowledgebase) and drive service-level accountability across all teams.
Oversee infrastructure changes to ensure they are properly reviewed
and executed according to change management processes.
Coordinate maintenance activities across infrastructure teams and external vendors.
Ensure production environments remain stable during infrastructure upgrades and deployments.
Identify operational inefficiencies and drive process improvements across infrastructure support models.
Support automation initiatives to improve service delivery and reduce manual operational overhead.
Contribute to operational readiness for new infrastructure deployments
ensuring services are supportable in production.
Establish a weekly Operations Review with key performance
and risk metrics for executive visibility.
Partner closely with enterprise project teams to ensure seamless transitions from build to run.
Drive operational readiness for all infrastructure projects and platform changes.
How You'll Work.
Team & Collaboration
Partner with Service Delivery leadership and ServiceNow operators to mature Infrastructure ITSM processes; Coordinate maintenance activities across infrastructure teams and external vendors; Partner closely with enterprise project teams to ensure seamless transitions from build to run; Excellent executive communication and cross-functional collaboration skills
Communication Scope
Strategic Communication; written and verbal communication able to influence stakeholders and explain complex concepts to technical and non-technical audiences; Excellent executive communication and cross-functional collaboration skills
Process & Methodology
Drive operational readiness for all infrastructure projects and platform changes, Partner closely with enterprise project teams to ensure seamless transitions from build to run
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