IT Infrastructure SWARM Operations Leader

About the role

The IT Infrastructure SWARM Operations Leader supervises the global team of leaders and technical analysts, driving capability improvement and accelerating AI Ops initiatives. The role requires a presence in Wichita, KS / Atlanta, GA/ Plano, TX, with a 7-day support model including rotational weekend shifts.

Responsibilities

• Supervise the team’s performance, career development, and capacity planning.
• Ensure the team understands how their role aligns with the vision and strategies.
• Hire, develop, and retain contribution-motivated employees, ensuring each contributes to the team's overall results.
• Partner with Service Teams to align responsibilities according to internal Operating Level Agreements.
• Optimize incident management processes and accelerate automation and AI-driven operations.
• Build a culture that rewards value achieved through efficient operations.
• Lead major incident troubleshooting sessions and provide timely, structured incident lifecycle updates to internal customers and stakeholders.
• Participate in post-incident reviews and follow-up remediation.

Requirements

• Proven IT leadership across multiple technology areas.
• Proven supervisory experience of IT professionals.
• Basic knowledge of infrastructure technologies, including hosting, compute, networking, and network security.
• Ability to manage multiple priorities with a high sense of urgency while remaining calm in high-pressure situations.
• Automation and/or AI experience in support of IT Operations.
• Experience working with ticketing/incident management systems (e.g., Service Now) for incident tracking and post-incident documentation.
• Willingness to support a team in a 7-day support model with rotational weekend shifts (40 hours/week).

Qualifications

• Experience in IT Operations leadership, specifically in Incident Management.
• Prior SWARM leadership experience in a 24x7 environment.
• Knowledge of ITIL framework, including Incident, Problem, and Change Management.
• Hand-on experience with IT infrastructure monitoring and alerting systems (e.g., Grafana, Logic Monitor, etc.).
• Use of AI and/or Machine Learning in support of proactive IT infrastructure operational assets and systems.

Skills

• Strong leadership and communication skills.
• Ability to manage and motivate a team.
• Experience with ITIL and related frameworks.
• Proficiency in IT infrastructure monitoring tools.
• Experience with AI and machine learning in IT operations.

Benefits

Our benefits package includes medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave, and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region.