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 involves leading a team that supports networking, network security, compute, hosting, and storage capabilities for Koch's businesses.

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 (Service Now).
• 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 24x7 environment.
• Knowledge of ITIL framework, including Incident, Problem and Change Management.
• Hand-on experience with IT infrastructure monitoring and alerting systems (Grafana, Logic Monitor, etc.).
• Use of AI and/or Machine Learning in support of proactive IT infrastructure operational assets and systems.