Integrated Operations Center Manager
Austin, TX

Job Description

CLEAR transforms what is uniquely you - your fingerprints, your face, your eyes - into a secure, biometric key to frictionless experiences. We are creating a world where travel is effortless, where accessing your office building is as simple as walking in, and where shopping is as easy as walking in and out of a store-without ever once showing an ID or credit card. CLEAR currently powers secure, frictionless customer experiences in nearly 40 U.S. airports and venues. With over 3 million members so far, CLEAR is the identity platform of the future, today.

We're looking for Integrated Operations Center Manager to join our team of first responders for our 24x7 technical & security operations. We are looking for someone with a proven track record of leading and growing a team that supports the stability, performance, security and incident response for our platform.

What You Will Do:

* Leading a team that will analyze, triage, resolve, and escalate production/security issues as the first point of contact for the Clear platform and its partners.
* Reviewing and improving incident triage and escalation policies and procedures
* Communicating with internal business teams to ensure a high level of service availability is maintained for our platform
* Partnering with the Site Reliability Engineering team to improve the effectiveness of our monitoring and alerting platform
* Ensuring that external and internal SLAs are met
* Prioritizing incident,security and site operations project backlogs.
* Working cross-functionally with Infrastructure, Security and Engineering teams on long term projects
* Working with Engineering, Site Reliability Engineering, Security Engineering,and Infrastructure Engineers in generating new runbook procedures
* Coordinating day to day operations of a 24x7 team including team handoffs, scheduling, vacation, and sick-day coverage
* Mentoring the career and technical growth of IOC team members

Who You Are:

* Experience leading a 24x7 technical team of system administrators, NOC, SOC ,or IT Support
* Experience working with and troubleshooting Linux operating systems
* Experience with monitoring and alerting tools (ex. Nagios, Grafana, Signal Fx, PagerDuty, Datadog)
* Experience with SIEM tools (ex. Splunk, Exabeam)
* Experience supporting public facing websites, applications, and services
* Strong knowledge of Jira/Confluence ticketing systems
* Experience with scripting languages (bash, perl, python or ruby)
* Exceptional communication skills - written and verbal, with the demeanor to carry out and interpret instructions, documentation, and procedures
* Roll your sleeves up and get it done attitude - a self starter with minimal supervision
* Team oriented - willing to help out others in the organization
* Experience working with Security Team or performing security investigations directly