Manager, IT & Infrastructure Operations

Who we are

Agilence is the leader in loss prevention analytics, helping prominent retail, restaurant, and grocery companies increase their profit margins by reducing preventable loss.

At Agilence, we specialize in uniting digital and physical transactions to help cutting-edge loss prevention teams expand beyond traditional theft and fraud to tackle preventable loss in all its forms – in the store, online, and at the corporate office.

Every day, Agilence analyzes over 24 million transactions for our customers, transforming data into insights, and insights into actions. Our platform combines data from 200+ sources, including point-of-sale (POS), eCommerce, HR, labor, inventory, product, third-party delivery platforms, alarms, case management, loyalty, access control, video surveillance, and more.

Companies have saved millions of dollars by optimizing operations, identifying sources of margin erosion, and reducing shrink using Agilence. Many have also improved employee and customer safety, identified training opportunities, improved customer experiences, increased promotional success and eliminated productivity gaps.

Job Description

The Manager, IT & Infrastructure Operations leads the team responsible for the systems, equipment, and applications that keep Agilence’s production environments running. This includes the hybrid infrastructure — Windows Server, Linux, core networking, virtualization, and cloud environments in Azure and AWS — that hosts every product Agilence builds and sells, along with the production application stack itself. The role also owns corporate IT: the identity platforms, endpoints, and business systems the company runs on.

This is a hands-on leadership role reporting to the CTO. The manager is accountable for the availability, performance, security, and cost of both the production and corporate environments, leads a small team of systems administrators and infrastructure engineers, and partners closely with DevOps, Engineering, Security, and Customer Success on day-to-day operations, planned projects, and incident response.

The team is also the technical escalation point for the Customer Success organization. When a customer-reported application issue cannot be resolved at the front line, it comes to this team to troubleshoot, reproduce, and diagnose across the application, database, integration, and infrastructure layers. Issues within the team’s control are resolved directly; those requiring a code change are escalated to the development team with clear, well-documented findings. Customer Success owns the customer relationship and end-user support for Agilence applications; this role owns the technical diagnosis behind it and the platforms those products run on.

Location
Role may be performed remotely with occasional travel to data centers or corporate offices as needed.

Annual Salary

 $120,000 – $150,000 

Responsibilities

Lead, coach, and develop a small team of systems administrators and infrastructure engineers, setting priorities and holding the team to consistent operational standards
Own the availability, performance, and capacity of the production environments that host the Agilence and IntelliQ product suites
Manage the hybrid infrastructure footprint, including Windows Server, Linux, networking equipment, virtualization, and cloud resources in Azure and AWS
Administer the production application stack, including web and application servers, databases, integration services, and supporting middleware
Administer corporate IT systems and services, including Microsoft 365, identity and access management (Active Directory, Entra ID), endpoint management, and employee onboarding and offboarding
Serve as the technical escalation point for Customer Success on production application issues, troubleshooting and diagnosing root cause across application, database, integration, and infrastructure layers
Resolve escalated issues within the team’s scope, and escalate confirmed product defects to the development team with clear reproduction steps, logs, and analysis so they can be triaged efficiently
Set and enforce escalation standards, response expectations, and hand-off quality between Customer Success, IT Operations, and Engineering; track escalation trends and drive fixes for recurring issues
Own the incident management process for infrastructure and platform events, including the on-call rotation, escalation paths, root cause analysis, and corrective action
Drive patching, system hardening, vulnerability remediation, and backup operations; own disaster recovery planning, testing, and documented recovery objectives
Support SOC 2 and customer security requirements by maintaining controls, access reviews, evidence collection, and audit responses
Manage vendor relationships, hardware and software renewals, licensing, and cloud spend; forecast infrastructure budget needs
Partner with DevOps and Engineering on release, deployment, and environment requirements
Maintain configuration documentation, topology diagrams, runbooks, and SOPs
Identify and drive automation and process improvement to reduce manual effort and operational risk
Participate in architecture reviews, capacity planning, and infrastructure roadmap planning

Requirements

Required Skills and Experience

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
7+ years in IT operations, infrastructure, or systems engineering, including 2+ years leading or managing a team
Hands-on experience administering Windows Server (2016 and later) and mainstream Linux distributions (Ubuntu, RHEL/CentOS)
Experience operating production SaaS or enterprise software environments with uptime commitments
Working knowledge of Azure and AWS infrastructure services (VMs, VPCs, storage, IAM, networking)
Solid understanding of TCP/IP networking, VLANs, VPNs, and firewall policies
Experience with virtualization platforms such as VMware or Hyper-V
Experience with Microsoft 365 administration and hybrid identity and SSO (Active Directory, Entra ID, SAML)
Competent in scripting and automation using PowerShell and/or Bash
Experience with system monitoring, alerting, and log analysis tools
Demonstrated ability to troubleshoot production application issues end to end, using application and server logs, SQL queries, and integration traces to isolate root cause
Experience operating in an escalation or Tier 3 support model, working between a customer-facing team and a development team, with the judgment to know when an issue is a defect versus a configuration, data, or environment problem
Working knowledge of SQL sufficient to investigate data and application behavior directly
Demonstrated ownership of backup, disaster recovery, and business continuity practices
Excellent troubleshooting, communication, and documentation skills, with the ability to translate technical findings for both Customer Success and Engineering audiences

Preferred Experience

Experience supporting a SOC 2 or similarly audited environment, including CIS Benchmarks and access review processes
Familiarity with infrastructure-as-code and configuration management tools such as Terraform or Ansible
Working knowledge of centralized logging and monitoring platforms (e.g., ELK, Prometheus, Grafana, Nagios)
Experience administering Microsoft SQL Server and/or Oracle in production
Familiarity with CI/CD tooling and release processes (e.g., Jenkins, TeamCity, Azure DevOps)
Experience with a ticketing and case management system used across support and engineering (e.g., Atlassian Jira, Zendesk, Salesforce Service Cloud)
Experience managing infrastructure budgets, vendor contracts, and cloud cost optimization
Experience supporting distributed teams across multiple regions and time zones

Search Firm Representatives please read: Agilence is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at Agilence via-email, the Internet or directly to hiring managers at Agilence in any form without a valid written search agreement in place for that position will be deemed the sole property of Agilence, and no fee will be paid in the event the candidate is hired by Agilence as a result of the referral or through other means.

To apply to this position, please email an updated resume to careers@agilenceinc.com with the position title in the subject line.