IT Operations Engineer

DevSecOps& Infrastructure

• Serve as Tier 3 escalation point for complex infrastructure issues across cloud andonpremsystems providing thorough root cause analysis and permanent fixes-notbandaids.

• Own and operate the organizations AWS environmentarchitecting secure scalable infrastructure enforcing cloud security guardrails and embedding security controls directly into CI/CD pipelines while managing access controls cost governance and partnering with development teams to integrate security scanningpolicyascode and automated compliance checks throughout the software delivery lifecycle so that security is built in not bolted on.

• Design implement andoptimizesystem environments; own configuration standards and enforce change management discipline. When something is broken or inefficient you fix it without being asked.

• Lead OS firmware and security patching programs-define cadence oversee executionvalidateoutcomes and report status to management.

• Architect andmaintainbackup disaster recovery and business continuitysystems;regularly test recovery procedures and drive improvements based on results.

• Manage Active Directory Azure AD and identity/authorization platforms at an advanced level-including group policy designrolebasedaccess and lifecycle automation.

• Evaluate and recommend infrastructure improvementsnew technologies and vendor solutions aligned with business needs and security posture.

• Communicate infrastructure risk and status clearly to IT leadership; prepare concise written summaries and impact assessments-no jargon all clarity.

Intelligent Automation & AIEnablement

• Activelyidentifyrepeatable manual orerrorproneIT processes and buildAIassistedor scripted automations toeliminatethem-not as a future initiative but as an ongoing personal practice.

• Evaluate and deploy AI tools that improve IT operations user support and infrastructure management; document outcomes and evangelize successful approaches across the team.

• Stay current on AI capabilities and their practical applications in an IT operations context; bring concrete proposals-not just ideas-to the team on a regular basis.

• Proactivelyidentify document and remediate security risks introduced by AI tools-including data exposure shadow AI usage and prompt injection vulnerabilities. Take personal ownership of implementing protective controls rather than waiting for a policy to be written.

• Partner with leadership toestablishAI governance guardrails that protect the organization while enabling innovation; balance security rigor with practical usability.

• Serve as an internal resource for the broader team on responsible AI usage-educating colleagues on both the opportunities and the risks of AI in the enterprise.

Franchisee &End-userSupportExcellence

Most of our franchiseesare fullynontechnical. They depend on IT to be clear patient empathetic and effective. This section is not a footnote-it is core to the role.

• Handle Tier 23 escalations from corporate staff and franchise partners-always meeting users where they are never talking down and leaving every interaction with the user feeling genuinely supported.

• Translate complex technical problems into plain language-both verbally and in writing-for franchisees and nontechnical business stakeholders. Your explanations shouldempower notoverwhelm.

• Proactivelyidentifyrecurring pain points and address root causes before they become widespread issues. Use trend data and user feedback-not just tickets-to inform your priorities.

• Design and deliveruserfacingdocumentation training materials andknowledge basearticles written specifically for nontechnical audiences. Assume no prior IT knowledge.

• Manage the full user account lifecycle-provisioning access reviews privilege management and deprovisioning-with accuracy speed and clear communication to affected users.

• Championa culture of digital safety and IT best practices among franchisees and corporate users-making security understandable approachable and actionable for all skill levels.

• Partner with SaaS vendors and application providers to escalate and resolve issuesimpactinguser productivity; advocate fiercely on behalf of users whilemaintainingprofessional constructive vendor relationships.

Department Leadership & StrategicContribution

• Identifytechnology opportunities that improve IT delivery reducecost or improve the user experience-then build the case get alignment and execute. Bias toward action overanalysisparalysis.

• Lead and coordinate technology projects from requirements gathering through deployment; communicate status clearly and proactively to stakeholders at all levels.

• Author andmaintaincomprehensive IT documentation: architecture diagrams runbooks project plans and process guides-written for both technical and nontechnical readers asappropriate.

• Mentor junior IT Operations staff-providetechnical guidance constructive feedback and professional development support. Model the behaviors andmindsetthis team values.

• Lead the Disaster Recovery and Business Continuity Planning program; own DR test schedulingfacilitateexercises and document outcomes with clear improvement actions.

• Review and audit systems for compliance with security policies and industry frameworks; prepare findings and remediation plans for leadership.

• Assistmanagement with vendor evaluations RFP processes and technology roadmap planning; bringdata drivenrecommendations rather than anecdotal opinions.

Your Experience.

Beyond technical qualifications the right person for this role brings a distinct mindset:

• Relentless innovation: You are never satisfied with goodenough.You constantly ask whether there is a smarter faster or more reliable way to solve a problem-and you act on the answer.

• Bias toward action: You make decisions with the best available information move quickly andcourse correctas needed. You do not wait for perfect conditions or perfect instructions.

• Comfort in ambiguity: You thrive in environments where not everything is defined. You create clarity for others rather than needing it handed to you.

• People firsttechnical thinking: You recognize that technology serves people. You design solutions with the end user in mind-especially when that user has no technical background.

• Customer diplomacy: You handle frustrated confused or overwhelmed users-including nontechnical franchisees-with patience empathy and clear communication. You deescalate not inflame.

• AI fluency with security maturity: You are excited about AI capabilities and actively use them-but you are also the person in the room who raises the hard security questions and follows through with real solutions.

• Ownership mentality: If you see a problem you own it. You do not pass it to someone else or wait for someone to notice. You communicate escalate when needed and see it through.