IT Technical Operations Manager

About Phaedon, LLC

At Phaedon, we are revolutionizing how companies engage with their audiences and are passionate about sparking participation to drive growth for both our clients and our employees. Phaedon (formerly the commercial marketing group of ICF Next) is now an independent agency with a breadth of capabilities that go beyond our competitors and redefine traditional industry archetypes. We have a history of delivering game-changing results for notable brands across marketing communications, loyalty technology and services, and business transformation to bring intelligent imagination to solve our clients’ biggest business and brand challenges. And every role at Phaedon has an integral part to play in fulfilling this vision. 
Reports To:  Vice President, Technology


Phaedon has IT Operations teams that are responsible for providing day-to-day technical IT operational support for our hosting platform, our client-facing products, and for the leading-edge technologies that enable our products.  Our products provide services to the loyalty marketing industry.    Examples of loyalty marketing programs include frequent flier and hospitality consumer programs.
We are looking for a motivated and accountable individual who ideally possesses a hybrid of skills including knowledge of IT infrastructure and the ability to execute and manage IT Operations for the applications running in them.  (Note: This is not deskside support.).  This individual thrives in a fast-paced agile environment and desires to grow as the IT industry and technology evolve.  A successful candidate is responsible for and will be able to lead small projects, triage IT incidents, mentor and lead junior staff, and effectively communicate to multiple levels of stakeholders.  The individual is one who has the skills to not only perform the operational tasks but can also crosstrain others on it.  Being a good team player is a must.

Key Responsibilities

  • Manage incidents, change requests, and service requests for a small IT Operations team  (Note: This is not deskside support)
  • Monitor IT systems for optimal performance and capacity management
  • Lead or crosstrain in operational tasks such as certificate renewals and replacements, restarting VMs, and fulfilling security access requests
  • Build collaborative relationships with team members in other disciplines (development, operations, QA, security, project management, application architecture, hosting services, and business teams).
  • Mentor junior members of the team
  • Support continuous improvement initiatives including those around monitoring, alerting, incident response, and reporting on the health of our systems
  • Support migration of technologies/tools to AWS
  • Support the definition and implementation of Operational standards.
  • Maintain documentation as part of a knowledge base
  • Contribute to and support technology/tool lifecycle management including operationalizing new technologies
  • Serve in rotation with a 24x7 on-call IT support team
  • Lead small projects
  • Work in an agile (SAFe) framework

Qualifications/Knowledge, Skills, Experience

  • Must be extremely detail-oriented and possess organizational skills
  • Excellent verbal and written communication skills including customer service skills
  • Strong computer knowledge including the MS Office Suite, VPN and collaboration tools.
  • Strong ability to multi-task, think, and react quickly
  • Strong triage skills for incident management
  • Strong understanding of IT systems and how IT systems interact
  • Familiarity with the function of key cloud infrastructure such as: VPC, ELB, EKS, MSK, etc.
  • Experience with on-prem technologies such as hypervisors, switches and firewalls is a nice to have.
  • Familiarity with security certificate processing, PGP keys,  and common authentication patterns (e.g., OAUTH, SAML)
  • Ability to learn and recommend new software tools and applications
  • Ability to work independently and in support of senior leadership efforts
  • Possess a strong spirit for continuous improvement
  • Strong ability to mentor and provide leadership to junior staff
  • College degree or equivalent experience
  • 1+ years managing junior staff members
  • 2+ years project/program management experience in an IT environment
  • 3+ years using application monitoring tools (e.g., AppDynamics, Splunk, Grafana) including experience building dashboards
  • 4+ years experience working in an IT Operations setting
  • 6+ years IT Support experience in a software development or data center environment

Phaedon is an equal opportunity employer, and all employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is: $93,500 - $126,500

Loyalty, CRM/CXT, Digital & Enterprise Solutions

Remote (United States)

Share on:

Terms of servicePrivacyCookiesPowered by Rippling