Director Of It Operations

Building the Future of Crypto Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology.
What makes us different?
Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you'll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken's focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.
Before you apply, please read theKraken Culturepage to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app. Learn how to create a Kraken account here.
As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security, crypto education, and world-class client support through our products likeKraken Pro,Kraken NFT, andKraken Futures.
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Proof of Work
The Team The IT Operations team will be responsible primarily for owning and managing the IT HelpDesk, IT Lifecycle and IT Infrastructure for the employees of Kraken. The IT HelpDesk is a global employee help desk for all queries and issues related to IT Hardware and Software used within the company. This team operates round the clock to provide best in class support to employees adhering to strict SLAs. The IT Lifecycle team is responsible for various phases of the hardware lifecycle including procurement, shipment, return and recycle/disposal of all hardware used by employees of Kraken. The IT Infrastructure team is responsible for managing and maintaining the company's IT infrastructure with a focus on cloud infrastructure. Managing the Virtual Machine (VM) strategy and its technology stack for the company is a core responsibility of this team.
The Director of the IT Operations team will leverage a deep understanding of IT service management (ITSM) and hands-on experience in managing IT HelpDesk, infrastructure, and IT lifecycle within hyper-growth, high-security companies where agility and scalability are essential. You will use your thought leadership to oversee the design and implementation of day-to-day operations for critical IT functions, ensuring high-quality service delivery while driving continuous improvement and innovation as the company expands into new markets. You will collaborate with IT leaders and cross functional partners to align operations with business objectives and will guide transformational IT initiatives to enhance process efficiency and employee productivity using data-driven approaches, automation, and AI. Additionally, you will manage a large, globally distributed team serving as the main point of contact for IT operations. This role reports to the Head of IT.

The Opportunity Oversee the IT HelpDesk team, providing strategic direction and guidance to ensure timely and effective resolution of end-user issues, while maintaining the highest levels of security and compliance

Develop and implement scalable processes to improve first-call resolution rates, reduce ticket volumes, and enhance overall customer satisfaction, leveraging HelpDesk metrics & trends to identify optimizations and implementing automation & AI-powered tools to increase efficiency

Collaborate with other IT and Security teams to identify and resolve root causes of recurring issues, implementing preventative measures to minimize future occurrences and reduce risk

Manage the IT Lifecycle team and partner with cross functional teams responsible for the agreements surrounding procurement, deployment, maintenance, and retirement of IT asset inventory (hardware and software) while identifying efficiency gains/cost optimizations and ensuring compliance with organizational security & regulatory requirements

Develop, publish and maintain policies, procedures, and standards for IT asset management to minimize risk of security breaches

Collaborate with business operations teams to ensure seamless integration of new technologies and services, minimizing disruptions to business, and ensuring scalability to meet growing demands

Oversee the Virtual Machine (VM) team, responsible for the design, deployment, and management of virtualized infrastructure, analyzing metrics and trends to identify opportunities for improvement and implementing changes to optimize service delivery

Develop and implement strategies to optimize VM performance, capacity, and utilization, ensuring alignment with business needs and regulatory requirements, and minimizing risk of security breaches

Collaborate with Security, IT & Engineering teams to ensure seamless integration of VMs with other infrastructure components, such as storage and networking, ensuring scalability and efficiency

Identify, and analyze operations data (support ticket trends, user adoption, system issues/ service disruptions, etc.) and recommend improvements and opportunities to senior IT leadership

Skills You Should HODL Bachelor's degree in Computer Science, Information Technology, or related field; Master's degree preferred

At least 10 years of experience in IT operations, with a focus on HelpDesk Support, IT Lifecycle, and Virtual Machines, and a strong understanding of security, scale, and efficiency principles

Proven track record of leadership and management experience, with a minimum of 5 years in IT leadership role

Strong understanding of IT service management frameworks, such as ITIL, and security standards, such as ISO

Excellent communication, collaboration, and interpersonal skills

Ability to analyze complex technical issues, identify root causes, and develop effective solutions, with a focus on security, scale, and efficiency

Strong problem-solving and decision-making skills, with the ability to prioritize and manage multiple projects and initiatives

Experience with IT service management tools, such as Jira ServiceDesk, ServiceNow, BMC Helix, or similar platforms, and security tools, such as Splunk, Sumo Logic, or similar platforms

Nice to Haves Certification in ITIL, VMware, or other relevant technologies is a plus

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This job is accepting ongoing applications and there is no application deadline.
Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.
We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto
As an equal opportunity employer, we don't tolerate discrimination or harassment of any kind. Whether that's based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
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