Senior Server Infrastructure Engineer

We are a dynamic, rapidly growing global company and the innovators of service-driven supply chain planning software. We help companies make better, faster supply chain decisions that reduce inventory, improve customer satisfaction, and deliver powerful financial results amid increasing complexity, product proliferation, and uncertainty.
Our solutions have been recognized by customers globally and analyst firms, such as Gartner, for our ability to support service and inventory trade-offs, while dramatically improving planner productivity. ToolsGroup has been successfully deployed worldwide in more than 44 countries, and we have one of the highest customer retention rates in our industry.
We are looking for a Senior IT Service Operations Lead to drive our IT service management and operations in a hands-on leadership capacity. In this role, you will ensure smooth delivery of critical IT services (both internally and to our SaaS customers) and lead a small IT/Ops team by example – about 70% of your time will be hands-on technical problem-solving and 30% people, process, and service leadership. You will oversee incident, change, and problem management processes, maintain high service availability, and spearhead improvements in reliability and automation. This is an ideal step-up opportunity for an experienced IT Operations or SRE professional with a strong technical foundation and some leadership exposure, ready to wear multiple hats in a fast-paced, international SaaS environment. You’ll also act as a trusted IT business partner to other departments (Product, Engineering, Sales, Finance etc.), helping translate business needs into robust IT and operational solutions.
Lead IT Service Delivery & Support: Oversee daily IT operations and end-user support, ensuring that incidents are resolved quickly, service requests are fulfilled on time, and users (internal and external) receive excellent support. Use ITIL-based processes to manage incident response, change control, and problem management while keeping our approach agile and practical
Ensure Service Reliability & Uptime: Own the reliability and performance of key services, maintaining high uptime and meeting SLAs. Monitor system health, respond to incidents as the primary escalation point, and coordinate major incident responses with technical teams. Lead post-incident reviews to identify root causes and implement improvements
Infrastructure & Cloud Management: Administer and improve our IT infrastructure – from corporate networks and servers to cloud environments (e.g. Azure or OCI). Automate routine tasks and enforce best practices in configuration, security, and scalability. Contribute SRE principles like infrastructure-as-code, CI/CD, and performance monitoring to continuously enhance our operational efficiency
Supervise and mentor a small IT/Ops team. Set priorities, delegate tasks, and help team members grow in technical skills and service management practices. Foster a culture of accountability, continuous learning, and cross-team collaboration
Cross-Functional Collaboration: Partner with other business units to support their technology needs. Act as a backup to the Head of IT/Ops, representing the IT perspective in cross-department initiatives. For example, assist Product teams in planning infrastructure for new features, or guide Sales on technical aspects during enterprise customer engagements. Ensure our IT/Ops capabilities align with business objectives and customer expectations
Bachelor’s or Master’s degree in Computer Engineering, Computer Science, or a related field is considered an advantage. Strong grounding in core computing concepts – operating systems, networking, systems architecture, distributed systems, databases – enabling you to tackle diverse technical challenges with confidence

Experience:
5+ years of experience in IT Operations, Infrastructure, or SRE roles, including working in or with enterprise-scale environments or customers. Proven track record in managing production systems and delivering reliable IT services in a global SaaS or similar high-availability environment
Hands-on expertise across IT infrastructure and cloud operations. Broad knowledge of networks, servers (Windows/Linux), virtualization, identity management (e.g., AD/Azure AD), and endpoint management. Experience with cloud platforms (Azure, OCI, or similar) and related tools (monitoring, automation/scripting, CI/CD pipelines). Comfortable using scripting or automation (PowerShell, Python, etc.) Service Management & Leadership: Deep understanding of IT Service Management (ITIL) processes – incident response, change management, problem management – and

how to apply
them pragmatically in a smaller organization. Some prior team lead or mentorship experience is highly desirable; Experience interfacing with enterprise stakeholders or clients, with the professionalism and communication skills to manage executive expectation