Description:
The Lead, Solution Operations and Integration Services serves as the senior technical lead responsible for driving end-to-end operational execution, hands-on support, and integration activities across Database Services, Cloud & Network Services, Infrastructure Operations, and Shared Services governance for the Customer Portal and Digital Order Management platforms.
This role combines deep technical expertise with cross-functional coordination. The Lead is expected to work hands-on across the technology stack, act as a trusted subject matter expert to partner teams, mentor peers, and translate operational strategy into consistent, high-quality delivery. This role does not carry direct people-management responsibility but is expected to influence and elevate technical practice across the extended operations team.
Key Responsibilities
- Database Services Technical Leadership
- Serve as the hands-on technical lead for database-related requests, taking intake through analysis, prioritization, and delivery.
- Provide subject matter expertise to clarify scope, define boundaries, and resolve conflicting technical direction between participating teams.
- Maintain deep application context, including data flows, dependencies, and integration points across the portfolio.
- Perform detailed technical review of SQL changes, migrations, scripts, and production implementations prior to execution.
- Lead hands-on triage and root-cause analysis for database-related incidents.
- Execute lifecycle management activities including EoS planning, patching, backups, and security compliance.
- Design, develop, validate, and maintain automation and operational scripts to reduce toil and drive consistency.
- Cloud Services & Azure / Network Alignment
- Execute cross-team technical work with Cloud Ops, Azure AD/Entra, Network, and Platform teams.
- Contribute technical input into cloud and network architectural designs, including subnetting, firewall rules, routing, and IP reservations.
- Apply and enforce consistent operational practices across on-prem, hybrid, and cloud environments.
- Support governance and implementation of landing zones, cloud security controls, and identity integrations.
- Infrastructure Services & Resiliency
- Design and recommend load balancing strategies using F5, Azure Load Balancer, and Application Gateway.
- Coordinate and execute cross-infrastructure tasks across Network, Platform, Storage, Compute, and DR teams.
- Drive clear ownership and issue-resolution workflows for infrastructure work.
- Author and validate disaster recovery, failover, and resilience runbooks.
- Perform and document DR and SLA-aligned testing on a regular cadence.
- Shared Services Governance
- Execute change, incident, and problem management processes in alignment with ITIL practices.
- Prepare CAB submissions, ensure documentation quality, and complete post-incident review actions.
- Contribute to cross-team operational maturity by codifying standardized processes and guardrails.
- Customer Portal & Digital Order Management Support Operations
- Drive the operational health, stability, and hands-on support coordination for Digital Order Management and the Customer Portal.
- Support 24/7 readiness for mission-critical ordering services where downtime has direct revenue impact.
- Contribute to SLA compliance, audit readiness, and enterprise-class security posture.
- Partner with Product, Delivery, Architecture, and Business teams to ensure end-to-end service continuity.
- Lead multi-team resolution for production issues, ensuring rapid restoration and reduced operational noise.
- Configure and maintain monitoring, observability, and performance management across platforms.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.
- 5+ years of progressive experience in IT operations, database administration, cloud engineering, or integration services.
- Deep hands-on expertise with enterprise database platforms (e.g., SQL Server, Oracle) including performance tuning, migrations, and lifecycle management.
- Strong working experience with Microsoft Azure services, including Azure AD/Entra, networking, and identity integration.
- Proficiency with load balancing and application delivery technologies (F5, Azure Load Balancer, Application Gateway).
- Solid understanding of ITIL-aligned change, incident, and problem management practices.
- Demonstrated experience planning, executing, and validating disaster recovery and resiliency exercises.
- Strong scripting and automation skills (e.g., PowerShell, Python, Bash) applied to operational workflows.
- Proven ability to lead technical triage and root-cause analysis under production pressure.
- Excellent written and verbal communication skills, with the ability to translate technical detail for cross-functional audiences.