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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Operation Lead - **Company:** Apptad Inc. - **Location:** Boston, MA, United States - **Experience:** Expert - **Salary:** $52,000.0 - $62,400.0 - **Contract:** Permanent contract - **Skills:** IMac, Configuration Management Databases, Information Technology Operations, Microsoft Office, Network Diagrams, Information Technology, Network Server - **Published:** July 31, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=661598d9a71b4d19 ## About the Role * Minimum 5 Years of Experience in IT Operations and Leadership * Good understanding of support processes and ability to manage and develop a team * Experience in managing a team of Field Support engineers, IT Support engineers * Experience in Vendor service management * Excellent communication and co-operation skills * Proactive and independent ways of working * Fluent oral and written in English. Local language is nice to have * ITIL knowledge and certificates are considered an advantage * Good interpersonal skills and customer-oriented mindset * Should be able to understand the IT Infrastructure, IT Change Management, Basic Understanding of Network and Servers * Should be able to work on Microsoft Office tools ## Description * I&O is the E2E IT Lead or IT Operation Lead at site providing end-to-end oversight and direction of day-to-day IT activities/operations at a customer site, including all changes that occur to the site IT environments * Any management decision to be taken will be submitted to DWFS Leader regarding daily operations. * Any decision, governance or stewardship will remain with Customer. * Any IT Projects coming at site are managed by Customer Site Leader. I&O can be a resource if needed through SH&E if small request/need. If the need is bigger, we may consider for a SOW., * Provide IT operational expertise leveraging * global industry standards (e.g.: ITIL) and * ensuring Customer's global standard are followed * Monitors service delivery performance and compliance with high focus on Employee Experience * Has a deep understanding of: * The Site: Infrastructure, IT Challenges, Network Layout, Critical Business Processes * The Services: Who deliver What, Key Contacts * The Employees: Type, Needs and Challenges * Able to execute changes/IMACs, upon approved requests Applies a blend of subject matter, Customer environment and leadership expertise to solve simple and complex business IT operations issues Potential Candidate should have * Culture of "E2E Accountability" and "E2E mindset" through: * Putting End users and Sites first * "Boundary-free services" and strong collaboration with other suppliers * One motto * Only Site and Employee Experience matters * Act First mentality * Proactive vs. reactive, whenever it is possible * Walk the Floor Volume Metric: Tier (BCP Tiering driven by critical infrastructure) Scope/Sites: General Offices & Innovation Centers All Activities below - Daily (year-round) Purpose: Provide end-to-end oversight and direction of day-to-day IT activities at a customer site, including all changes that occur to the site IT environments as well as to encourage communication between Internal Resources, External Suppliers and leadership. It includes the following activities: For Plants, IT Infrastructure Operations are executed by site E2E (End to End) operations leaders. * Aligning the delivery of IT activities (particularly Service Delivery Processes) at an individual site including acting as the primary point of contact for customers and Suppliers. * Oversee execution of all change performed by Suppliers at the site including validating Supplier performing the change has completed testing and change was properly implemented * Overseeing projects at the site to ensure Suppliers are executing change in a coordinated manner consistent with the approved project plans * Obtaining or developing and continuing to maintain site specific IT information and making available to others information about the site including network diagrams, inventories, CMDB information, etc. * Oversee the restoration of services during a major IT Incident affecting the site in coordination with the Process owner(s) of Incident Management and Incident Management Execution * Engage with leadership at the site on major IT Incident or project activities and ensure regular communication is maintained with leadership at the site * Coordinate site downtime with leadership and other Suppliers/Third Party Partners. * Conduct regular, thorough inspections of the IT environment at the site, take proactive action as appropriate to reduce site downtime and/or improve site performance and make recommendations to leadership that reduce the risk of site downtime or improve site productivity * Support the leadership in performing IT Continuity Planning and Local Site Assessment requirements based on the site's BCP tier. Key Building Blocks Operations & Services * Proactive Leadership & Technical Skills * Integration, connecting the dots/organizations * Professional ITIL Processes & E2E OT Operations * SPOC for all services delivered to the sites * Communications, document cases in English Compliance * Control Self-Assessment (CSA) Execution * Execute IT Continuity activities, Oversight of IT Facilities Audit * Compliance with IT Policy (HIGH LEVEL Description) ## Related Videos - [A guide for effective talent acquisition and sustainable integration of international employees](https://www.wearedevelopers.com/videos/1081-a-guide-for-effective-talent-acquisition-and-sustainable-integration-of-international-employees) - [Kubernetes Security - Challenge and Opportunity](https://www.wearedevelopers.com/videos/412-kubernetes-security-challenge-and-opportunity) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) - [tRPC: API schemas are pure overhead](https://www.wearedevelopers.com/videos/796-trpc-api-schemas-are-pure-overhead) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Building Better with Nuxt 3](https://www.wearedevelopers.com/videos/320-building-better-with-nuxt-3) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Should Tech Managers Be Developers First? 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