The IT & Operations Manager will play a critical role in supporting Rhapsody鈥檚 global Cloud Operations organization by overseeing day鈥憈o鈥慸ay operational workflows, coordinating IT resource management, and driving effective escalation handling across teams. This leader will ensure smooth delivery of cloud services, maintain strong alignment with engineering, support, and infrastructure teams, and uphold Rhapsody鈥檚 standards for availability, performance, and customer satisfaction. The ideal candidate will bring a balance of technical understanding and operational discipline鈥攃apable of triaging issues, managing workloads and shifts, ensuring process consistency, and collaborating closely with US and international stakeholders. This role is central to maintaining 24/7 operational readiness, enforcing best practices, and strengthening the overall reliability and efficiency of our cloud platforms.
Responsibilities:
- Lead the Sri Lanka operations team, managing staffing, performance, shift scheduling, and workload distribution according to business needs.
- Oversee day-to-day operational activities for Rhapsody鈥檚 Cloud Services, Information Technology support, including AWS-hosted environments, identity services, networking, and platform monitoring.
- Work closely with Product Support, IT, Cloud Engineering, and R&D to ensure alignment on priorities, escalations, and issue resolution.
- Coordinate with People Operations (HR) and IGT1 leadership and Rhapsody leadership on hiring, performance management, and employee development.
- Represent the Sri Lanka Operations team in global Cloud Ops discussions, planning sessions, and operational reviews.
- Maintain and enforce operational processes, SOPs, runbooks, and documentation for cloud and IT operations.
- Ensure adherence to Rhapsody鈥檚 compliance, security, and platform standards, including change management and maintenance workflows.
- Partner with Cloud Engineering to continuously improve processes, tooling, and automation.