Remote OPS Center Manager

Atlantica, a division of XYZ Corp, seeks a Remote OPS Center Manager to lead its 24/7 operations center supporting cloud-based software platforms. You will oversee real-time monitoring, incident response, and service reliability, coordinating with engineering, cloud, and security teams to maintain high availability. Responsibilities include managing a remote analyst team, refining SOPs and runbooks, driving root-cause analysis, and reporting on SLAs and KPIs. XYZ Corp offers a collaborative, growth-focused culture where you can innovate, mentor others, and shape best-in-class IT operations practices.

Responsibilities

• Lead and oversee 24/7 remote operations center for Atlantica platforms

• Monitor system performance, uptime, and incident queues using monitoring tools

• Coordinate incident response, triage, escalation, and communication to stakeholders

• Develop and refine runbooks, SOPs, and incident workflows

• Analyze incident trends and drive root-cause remediation with engineering teams

• Ensure SLAs, KPIs, and compliance standards are met and reported

• Manage and mentor OPS center analysts, schedule shifts, and support training

• Collaborate with software, cloud, and security teams on reliability improvements

• Implement best practices for change management and operational readiness

• Provide regular status, metrics, and improvement recommendations to leadership Required Skills

• IT operations center management

• Incident management and escalation

• Monitoring tools (e.g., Datadog, New Relic, Grafana, Splunk)

• Cloud platforms (AWS, Azure, or GCP)

• ITIL/ITSM processes

• SLA and KPI management

• Runbook and SOP development

• Data analysis and reporting

• Team leadership and mentoring

• Change management