Director of IT Operations overseeing IT Service Management programs at Avangrid. Responsible for strategic direction, collaboration, and continuous process improvement in IT operations management.
About the role
- Operations Specialist managing internal systems and processes for leading AI-powered Sales & Marketing platform. Supporting operational readiness and driving process improvements in a fast-growing environment.
Responsibilities
- Own and manage Jira Service Management workflows across all functions including ticket intake, prioritization, SLAs, and documentation.
- Support and maintain internal systems such as Rippling, Metabase, and Snowflake, ensuring reliability, access accuracy, and scalability.
- Independently build and maintain SQL-based reporting to support internal teams and leadership.
- Identify, design, and implement process improvements and automations to reduce manual work and operational friction.
- Support operational compliance efforts, including SOC 2 readiness, audits, and access control documentation.
- Partner cross-functionally with all functions to translate operational needs into clear, scalable solutions.
- Create and maintain clear SOPs and documentation for owned systems and workflows.
- Communicate progress, risks, and recommendations clearly to stakeholders.
Requirements
- 3–5+ years of experience in operations, systems, IT operations, technical support, or a related role.
- Experience owning internal tools or workflows.
- Working knowledge of SQL and comfort querying data for reporting and analysis.
- Familiarity with SaaS tools, access management, and system integrations.
- Strong problem-solving skills and comfort operating in ambiguous environments.
- Ability to take ownership, prioritize effectively, and follow through independently.
- Clear communicator who enjoys partnering cross-functionally and documenting processes.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Professional development opportunities
- Flexible work arrangements
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