Senior operational leader driving Casualty operations at Sedgwick, ensuring performance management and strategic alignment across services and regions.
About the role
- Senior Manager overseeing operations team in delivering life-saving tech solutions for mobile networks and public safety agencies. Leading critical infrastructure management and operational excellence initiatives.
Responsibilities
- Lead and mentor a global team of infrastructure operations professionals responsible for 24x7 support of production systems and services.
- Develop a high-performance culture emphasizing accountability, technical excellence, and collaboration.
- Foster strong cross-functional relationships with engineering, service delivery, and security teams to ensure end-to-end service reliability and performance.
- Establish and refine operational processes, metrics, and reporting that promote discipline, efficiency, and urgency in issue response and resolution.
- Drive continuous improvement of incident management, problem management, and change management practices.
- Champion proactive monitoring, observability, and capacity planning to prevent service degradation or outages.
- Oversee operations for a globally distributed infrastructure environment supporting real-time communication workloads (voice, video, and signaling).
- Manage hybrid cloud and on-prem environments ensuring consistent performance, compliance, and security posture across regions.
- Partner with architecture and engineering teams to optimize system performance, scalability, and cost efficiency.
- Contribute to the overall infrastructure and operations strategy, ensuring alignment with business objectives and growth initiatives.
- Develop multi-year roadmaps for operational maturity, resiliency, and automation.
- Implement technologies and frameworks that enable operational agility and service transparency.
Requirements
- 15+ years in infrastructure or operations roles, with at least 7 years managing operations teams of a similar business makeup
- Proven experience running infrastructure that supports real-time, latency-sensitive traffic (voice, video, signaling).
- Strong background in windows & Linux, storage, cloud (AWS, Azure, GCP), and network operations.
- Demonstrated ability to create, document, and enforce operational standards and processes.
- Successful track record instilling discipline, urgency, and efficiency in large operational teams through data-driven management, performance development, and process optimization.
- Deep understanding of high availability, disaster recovery, and observability best practices.
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