Manager, Technical Operations

About InvoiceCloud :  InvoiceCloud is a fast-growing fintech leader recognized with 20 major awards in 2025, including USA TODAY and Boston Globe Top Workplaces, multiple SaaS Awards wins for Best Solution for Finance and FinTech, and national customer service honors from Stevie and the Business Intelligence Group. Judges also highlighted our mission to reduce digital exclusion and restore simplicity and dignity to how people pay for essential services, as well as our leadership in AI maturity and responsible innovation. It’s an award-winning, purpose-driven environment where top talent thrives. To learn more, visit  InvoiceCloud.com .  Position Overview The Technical Operations Manager is responsible for owning and operating the Infrastructure Service Request intake and prioritization process within JIRA. This role oversees triage, prioritization, scheduling, and communication of all infrastructure-related work, including patching, security updates, and larger platform initiatives routed into platform scrum teams. The Technical Operations Manager partners closely with Cloud Platform Engineers, InfoSec, product owners, and cross-functional stakeholders to ensure predictable delivery, operational integrity, and compliance with change-management processes. As part of an on-call rotation, you will serve as an escalation point for major incidents, lead post-mortems, and implement improvements that raise reliability toward a 99.99% uptime target. This role reports directly to the Vice President of Platform Engineering and directly manages a team of Cloud Platform Engineers, with accountability for hiring, coaching, performance management, and career development.   Success Profile InvoiceCloud’s core competencies— Results Driven, Takes Ownership, Drives Efficiency, Innovative —guide how every team member delivers impact. Results Driven Deliver a transparent, predictable Infrastructure Service Request intake and prioritization process that aligns work to business urgency, risk, and impact. Ensure timely triage, assignment, and resolution of infrastructure requests with clear SLAs, communication, and stakeholder visibility. Coordinate and execute maintenance windows—including patching, security updates, and operational upgrades—in partnership with Cloud Platform Engineers, ensuring minimal disruption and validated outcomes. Facilitate Infrastructure Board Review sessions that drive clarity on priorities, decision-making, and execution readiness. Maintain operational rigor by ensuring all changes adhere to established change-management processes, approvals, and audit requirements. Takes Ownership Own the Infrastructure Service Request JIRA board, including intake quality, prioritization discipline, backlog health, and workflow governance. Lead, coach, and develop a team of Cloud Platform Engineers, setting clear goals, conducting regular 1:1s and performance reviews, and building individual growth and career development plans. Anticipate and escalate infrastructure risks related to capacity, obsolescence, performance degradation, security exposure, or operational bottlenecks. Maintain accountability for communicating maintenance plans, change impacts, and risk considerations to stakeholders and leadership. Manage team capacity and staffing needs for Cloud Platform Engineers, balancing workload, skill development, and hiring to meet operational demand. Manage the backlog of infrastructure initiatives and ensure large-scale requests are decomposed, scoped, and routed into platform sprint cycles. Provide regular updates, insights, and risk assessments to the VP of Platform Engineering, demonstrating operational command and strategic awareness. Partner with InfoSec to coordinate security hardening initiatives and support PCI and SOC 2 audit readiness across infrastructure and platform environments. Drives Efficiency Streamline the end-to-end request workflow by defining intake standards, triage guidelines, prioritization rubrics, and repeatable processes. Improve throughput and cycle time by removing operational bottlenecks, optimizing workflows, and ensuring clean handoffs between Infrastructure and Cloud Platform Engineering teams. Enhance efficiency of patching and maintenance operations through structured scheduling, automation opportunities, and consistent communication practices. Leverage metrics—such as cycle time, board aging, change success rates, and ticket throughput—to identify trends and continuously refine processes. Standardize documentation, templates, and communication mechanisms to reduce ambiguity and accelerate execution. Reduce manual toil by applying AI-assisted tooling to ticket triage, request classification, and routine operational tasks, freeing capacity for higher-value platform work.   Innovative Identify and implement improvements to the infrastructure request intake and prioritization model, leveraging automation, workflow tooling, and data-driven insights. Explore enhancements to maintenance and patching strategies, including phased rollouts, automated validation, and modernized operational patterns. Partner with Cloud Platform Engineers to adopt new technologies, practices, and governance models that increase reliability and reduce operational overhead. Introduce new methods for operational transparency—such as dashboarding, reporting automation, or trend analysis—to improve decision-making and stakeholder alignment. Drive continuous improvement in change-management practices by evaluating emerging tooling, compliance frameworks, and risk-reduction strategies. Evaluate and pilot AI-driven automation—such as intelligent alerting, anomaly detection, and self-service remediation—to reduce operational toil and improve overall platform efficiency. Requirements Experience & Education Bachelor’s degree and minimum 5 years of experience in Infrastructure, Platform Engineering, Site Reliabil