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Role Description

The IT Operations Manager serves as a key subject matter expert overseeing operational processes, production support, and service delivery for government payment platforms. This role ensures the stability, availability, and compliance of critical payment systems by leading day-to-day operations, coordinating cross-functional teams, and driving continual improvement across incident, problem, change, and release management.

The ideal candidate is highly organized, demonstrates strong ownership, and brings deep experience in IT operations within regulated or high-availability environments.

Responsibilities:

• Overseeing daily operational activities for government payment platforms to ensure tasks are completed accurately, efficiently, and on schedule.
• Maintaining comprehensive operational documentation to support process consistency and compliance requirements.
• Implementing, maintaining, and monitoring quality controls and change management processes to ensure SOC compliance, operational readiness, and system availability.
• Partnering with business units, project management, development, and infrastructure teams to resolve incidents and service requests efficiently.
• Facilitating clear communication across development, QA, and infrastructure teams to support adherence to established processes and operational standards.
• Collaborating with security teams to ensure vulnerabilities are addressed in alignment with CISO policies and timelines.
• Leading major incident response efforts, including managing incident bridge calls and ensuring timely engagement of required resources.
• Participating in problem management reviews, synthesizing key learnings, and driving corrective and preventive actions.
• Developing impact statements, maintaining accurate operational records, and ensuring data hygiene across operational tools.
• Collaborating with product teams to support development initiatives that improve operational efficiency and reliability.
• Supporting release readiness and operational acceptance activities with cross-functional stakeholders.
• Maintaining compliance with corporate training, time attestation, and internal governance requirements.
• Providing after-hours on-call support and responding to operational escalations as needed.
• Demonstrating the organization’s core values in all operational activities and leadership behaviors.

Qualifications

• 8+ years of experience in IT Operations, Production Support, or IT Project Management within enterprise environments.
• Experience with ITIL processes, including incident, problem, change, and release management.
• Ability to analyze complex technical issues and communicate them effectively to both technical and non-technical audiences.
• Ability to lead and perform effectively in high-pressure environments while maintaining composure and sound decision-making.
• Knowledge of software delivery lifecycles, operational quality standards, and regulatory or compliance expectations.
• Strong organizational, leadership, and communication skills.
• Bachelor’s degree in Computer Science, MIS, Business Administration, or a related field (preferred).
• Experience in financial services or government payment environments (preferred).

Requirements

• 8+ years of experience in IT Operations, Production Support, or IT Project Management within enterprise environments.
• Experience with ITIL processes, including incident, problem, change, and release management.
• Ability to analyze complex technical issues and communicate them effectively to both technical and non-technical audiences.
• Ability to lead and perform effectively in high-pressure environments while maintaining composure and sound decision-making.
• Knowledge of software delivery lifecycles, operational quality standards, and regulatory or compliance expectations.
• Strong organizational, leadership, and communication skills.
• Bachelor’s degree in Computer Science, MIS, Business Administration, or a related field (preferred).
• Experience in financial services or government payment environments (preferred).

Benefits

• Comprehensive health & welfare benefits effective from day one.
• Robust retirement savings programs to help secure your financial future.
• Access to a wide range of employee discounts on merchandise, services, travel, and more.
• Paths for career growth and advancement within a global organization.
• Award-winning learning platforms for paid training opportunities.
• Competitive paid time off (PTO) packages to help you recharge.
• A great work environment that values diversity and inclusion.