- Company Name
- SnapStream
- Job Title
- Lead IT Operations Engineer
- Job Description
-
Job title: Lead IT Operations Engineer
Role Summary
Strategic and hands‑on technical leader responsible for daily IT operations, cloud infrastructure health, and incident escalation. Drives reliability, security, and automation of internal systems, collaborates with Engineering/Product, and manages a small team of IT specialists.
Expectations
- Direct oversight of end‑to‑end IT operations with a focus on stability and compliance.
- Act as the primary escalation point for technical support incidents involving network, identity, and infrastructure issues.
- Own automation, documentation, and continuous improvement initiatives.
- Participate in on‑call rotation and incident management processes.
- Lead a team of 1–3 direct reports.
Key Responsibilities
- Manage daily IT operations, ensuring secure, reliable access to core tools and services.
- Oversee cloud infrastructure (AWS) and data facility health.
- Serve as the first‑tier escalation partner for customer‑facing support incidents, owning resolution of environment‑related problems.
- Partner with Engineering/Product on escalations: provide reproducible steps, logs, timelines, and impact summaries; drive fixes and workarounds.
- Own and maintain internal application integrations and automations to guarantee accurate, timely data flow.
- Identify recurring issues and implement preventive improvements (automation, tooling, process changes, training).
- Maintain and enhance documentation: runbooks, knowledge‑base articles, escalation playbooks, SOPs.
- Participate in an on‑call rotation for critical incidents, handling triage, vendor coordination, and post‑incident follow‑up.
- Manage a small team of IT operations staff, providing coaching and performance oversight.
Required Skills
- 5+ years of technical support in infrastructure and network environments.
- Strong communication skills (written, verbal, interpersonal).
- Proven ability in multi‑tasking, planning, organization, and follow‑through.
- Cloud expertise, preferably AWS (compute, storage, networking, IAM, monitoring/logging).
- Deep networking and hardware knowledge (DNS/DHCP, VPN, routing/switching, Wi‑Fi, TLS/certs, endpoint/server troubleshooting).
- Windows Server administration (Active Directory, group policy, DNS/DHCP, user/access, RDP/PowerShell, patching, authentication).
- UNIX/Linux proficiency (shell, services, permissions, log analysis).
- Experience with core collaboration tools (Okta, Google Workspace, Slack, Jira, Freshdesk, CrowdStrike or equivalent).
- Strong troubleshooting, incident response, and automation capabilities.
- Capability to lift up to 50 lbs and travel to data facilities as needed.
- Video/streaming experience (RTMP/SRT, multicast, transcoding, captions) is a plus.
Required Education & Certifications
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Relevant certifications (e.g., CompTIA Network+, CCNA, Microsoft MCSE, AWS Certified Solutions Architect) are preferred.