The future of insurance starts with AI. To date, Shift Technology's AI-powered products have benefitted more than 300 million policyholders globally by reducing underwriting risk, identifying more fraud, and automating critical tasks throughout the claims process. Shift harnesses the power of AI to enable the world’s leading insurance organizations to make better decisions. Our products help insurers improve operational efficiency, reduce costs, and deliver superior customer experiences to their policyholders. Our culture is built on innovation, trust, and a drive to transform the insurance industry by imagining and innovating solutions that impact insurers and their customers - like you! We come from more than 50 different countries and cultures and together we are creating the future of insurance.
This position is open in France, England, Spain and/or Germany
YOUR ROLE
The Platform Operations Manager is responsible for overseeing the daily operations and performance of the Platform Operations team. This role involves managing the monitoring of networks, systems, and applications to ensure optimal performance and service availability. The Platform Operations Manager leads the team in identifying, troubleshooting, and resolving incidents, as well as implementing proactive measures to minimize service disruptions. The ideal candidate will possess strong leadership skills, technical expertise, and a customer-centric mindset.
As part of the Cloud Platform organization -which includes Cloud Operations, SRE, DBA, and Helpdesk- and reporting directly to the Head of Cloud Platform, you will play a pivotal role in the Infrastructure Cloud Operations team at Shift. Your role will consist in:
- Monitor, manage, and mentor the infrastructure operations team across multiple locations, including Japan, France, and the United States
- Oversee monitoring, maintenance, and administration of automated backup systems to maintain data continuity and integrity for all systems;
- Ensure effective monitoring, maintenance, and administration of automated backup systems to ensure data continuity and integrity for all systems
- Oversee incidents, requests, and change management with the corresponding teams;
- Ensure SLAs are correctly defined and met;
- Ensure maintenance of effective 24-7 operations with rotating on-call schedule, escalation paths, and emergency response plans;
- Manage major incidents and drive resolution efforts in coordination with engineering, IT, and vendor teams. Lead post-incident reviews and implement corrective and preventive actions to reduce future incidents.
- Ensure effective coordination and cooperation with all company departments to smoothly facilitate the resolution of cross domain incidents/requests/situations;
- Coordinate and collaborate with the rest of IC, IT, Engineering and the business at large to identify and implement opportunities for continuous improvement;
- Collaborate with the SRE team to implement monitoring improvements and address gaps.
- Identify opportunities to improve system and network performance, ensuring high availability and reliability.
- Recommend and oversee the implementation of automation tools to improve efficiency in monitoring and response tasks.
- Measure and manage the performance of the team and team members as well as client satisfaction, identify areas for improvement and define plans to address them;
- Act as Level 3 and be the last escalation point of support issues;
- Be responsible for making sure the right process and tools are in place and followed;
- Collaborate closely with the Technical Program Manager in order prioritize the correct projects ;
What We Are Looking For
Ideal applicants will have a strong, credible technical background supporting sizable IT infrastructure coupled with leadership / managerial experience of small to mid-size teams.
Your background and experience will also cover most of the following:
Qualifications:
- Minimum of 5 years of experience in an NOC or similar role, with a strong understanding of infrastructure operations;
- Strong leadership and team management abilities, with a focus on collaboration and conflict resolution.
- Excellent leadership and mentoring skills, with a focus on team development and Agile methodologies;
- Strong analytical and problem-solving abilities, with experience using data analysis tools;
- Excellent verbal and written communication and interpersonal skills;
- Familiarity with incident management tools and ITIL best practices;
- Ability to work collaboratively across departments and manage multiple priorities effectively;
Technical Abilities:
- Knowledge and experience working with cloud computing (e.g. Azure or AWS or GCP)
- Networking and firewall expertise
- Proficiency in Windows, and Active Directory is required
- Infrastructure security experience - Patch and vulnerability management
- Backup knowledge and experience
- Experience with Infrastructure-as-Code tools, such as Terraform or CloudFormation or ARM, for deploying and managing cloud resources.
- Familiarity with monitoring and logging solutions, such as Grafana
- Experience with Jira ticketing system and Confluence
- Familiarity with DevOps methodologies and tools, such as Git, Jenkins and Ansible, for automating software delivery and infrastructure management.
- Knowledge of compliance standards and regulations, such as GDPR, HIPAA, and SOC 2, and experience implementing controls to meet these requirements.
- Kubernetes knowledge and experience
YOUR TOOLKIT
We work with modern technologies and always encourage our team to explore what's new in the market. Technology additions or changes will certainly be needed, and welcomed, as we strengthen our DevOps culture.
Our main tools are:
- Microsoft Azure, AWS, and VMWare Data Centers;
- Windows Server, Linux Server, Kubernetes
- Microsoft Azure and AWS cloud-native services.
- Nagios, Grafana, Prometheus
- Palo Alto Firewalls, Palo Alto Prisma, Cisco WiFi, Cisco Switches, Cloudflare
- Automation driven - IaC (Terraform), Ansible, Python, Github.
- Delinea
- Veeam backups
- Atlassian products - Jira, Opsgenie, Confluence
RECRUITMENT PROCESS
- HR screening call
- Hiring Manager interview
- Technical interview with the Manager
- Interview with CTO
#LI-RH1 #LI-HYBRID
To support our permanent, full time employees at every stage of their careers and lives, we provide a competitive total rewards and benefits package. Here are the global benefits we’d like to highlight:
- Flexible remote and hybrid working options
- Competitive Salary and a variable component tied to personal and company performance
- Company equity
- Focus Fridays, a half-day each month to focus on learning and personal growth
- Generous PTO and paid holidays
- Mental health benefits
- 2 MAD Days per year (Make A Difference Days for paid volunteering)
Additional benefits may be offered by country - ask your recruiter for more information. Intern and Apprentice position are eligible for some of these benefits - ask your recruiter for more details.
At Shift we strive to be a diverse and inclusive workforce. We welcome applications from and hire people who will contribute to the diversity of our company, without regard to race, color, religion, marital status, age, national or ethnic origin, physical or mental disability, medical condition, pregnancy, genetic information, gender identity or expression, sexual orientation, or other non-merit criteria.
Shift Technology is committed to providing reasonable accommodations for qualified individuals with disabilities in our application and employment process. Should you require accommodation, please email [email protected] and we will work with you to meet your accessibility needs.
Please be aware of scammers and only trust correspondence that comes from emails ending in shift-technology.com
Shift Technology does not accept unsolicited CVs from recruiters or employment agencies in response to the Shift Technology Careers page or a Shift Technology social media post. Any unsolicited CVs, including those submitted directly to hiring managers, are deemed to be the property of Shift Technology.
Top Skills
What We Do
Shift Technology delivers AI decisioning solutions to benefit the global insurance industry and its customers. Our products enable insurers to automate and optimize decisions from underwriting to claims, resulting in superior customer experiences, increased operational efficiency, and reduced costs. The future of insurance starts with Decisions Made Better. Learn more at www.shift-technology.com
