Manager, Infrastructure Support (IS)

Manager, Infrastructure Support (IS) – Global Operations

Location: Prague, Czech Republic (Hybrid)
Reports to: Director of Infrastructure Support

About the Role

We are looking for an experienced IS Manager to lead our global Information Systems Operations organization, supporting IS Operations Engineers and NOC teams across EMEA, APAC, and North America. This role is accountable for service quality, operational performance, team leadership, and escalation management across a 24x7 environment.

The IS Manager partners closely with Team Leads, Service Delivery, Project Management, and Customer Success to ensure consistent service delivery while fostering a resilient, high-performance, and people-focused culture.

Key Responsibilities

Lead and manage global IS Operations and NOC teams across multiple time zones

Own overall service quality, operational performance, and SLA adherence

Act as the primary escalation point for critical service and client issues

Manage and coordinate Major Incident response and post-incident RCA validation

Partner with Team Leads to monitor ticket queues, workload distribution, and utilization

Drive team performance through regular 1:1s, performance evaluations, and quarterly goal-setting

Oversee HR-related responsibilities, including onboarding, probation monitoring, payroll/OT coordination, and documentation

Design, maintain, and improve IS Engineer onboarding and training programs, including technical and process-based curricula

Track team skills and ensure appropriate coverage, capacity planning, and resource alignment

Collaborate with Service Delivery and Project teams to support new clients and service onboarding

Participate in QBRs, client service reviews, and recurring meetings for at-risk or strategic accounts

Lead internal operational meetings and coordinate cross-functional communication during incidents

Provide on-call support and leadership coverage as required

Travel for client onsite visits (~2–3 per year) and annual visits to global SecureOps offices (Prague, Manila, Montreal)

Qualifications & Experience

Required:

Full proficiency in English, both written and spoken, is required due to regular interactions with clients and partners outside Québec and the international scope of the company’s operations.

5+ years of experience in IT / IS Operations, Infrastructure, or Network Support environments

3+ years of people management experience leading technical teams

Proven experience managing globally distributed teams across multiple time zones

Strong background in incident management, escalations, and SLA-driven operations

Experience working in 24x7 operational or NOC environments

Excellent communication, leadership, and stakeholder management skills

Preferred:

Experience in Managed Services, MSP, or SaaS environments

Familiarity with ITIL or structured service management frameworks

Experience with client-facing service reviews and QBRs

Background in building or scaling onboarding and technical training programs

Ability to operate effectively in high-pressure, fast-paced environments

Benefits:

Competitive salary and performance bonus

Vacation: 5 weeks

PTO: 5 days/year

Meal tickets

Flexipass

Pension plan