Technical Operations Manager

About the role

This role is hybrid, based out of our Boston office.

About Us: Gradient AI is revolutionizing Group Health and P&C insurance with AI powered solutions that help insurers predict risk more accurately, improve profitability, and automate underwriting and claims. Our SaaS platform taps into one of the industry's largest data lakes, with tens of millions of policies and claims, to deliver deep, actionable insights. Trusted by leading carriers, MGAs, TPAs, and self insured employers, Gradient AI has grown rapidly since our founding in 2018. Backed by $56M in Series C funding, we're scaling fast, and it's an exciting time to join the team.

About the Role: If you want to work on cutting edge technology with friendly, intelligent people in a highly collaborative environment, then Gradient AI is the right place for you. We are looking for a Technical Operations Manager to support a team dedicated to maintaining our critical applications and infrastructure. The ideal candidate will have experience defining a vision and strategy for operational excellence in a rapid growth environment.

How will you make an impact:

- Oversee TechOps, responsible for major IT initiatives, the internal and external helpdesks

- Partner with DevOps to deploy, maintain, and manage high availability cloud application, database, and IT infrastructure according to best practices and industry standards

- Partner with SecOps to continuously mature and implement our overall security posture

- Create tools for system health monitoring, SLA compliance, and alerting/notification

- Establish and maintain metrics to assess team bandwidth

- Evolve processes for incident management, escalation, and reporting

- Maintain staff coverage for SLAs and required response times

Skills needed to succeed:

- 7+ years of experience managing applications and IT infrastructure; 2+ years managing high-performing teams

- Ability to think long-term strategy while setting short-term goals

- Experience implementing effective monitoring and logging of SaaS cloud environments to ensure a secure and compliant infrastructure

- Effective communication across all functions and levels, including senior leadership, Engineering, DevOps, and Client Experience teams

- Demonstrated leadership skills with the ability to supervise, grow, and mentor team members

- 3+ years with the majority of the tools in our tech stack:

- MacOS & Windows 11 administration

- Jamf suite / Intune

- Okta identity management

- Microsoft365 suite

- Atlassian suite (Jira, Confluence)

- FreshService ticket management

- TCP/IP networking

What We Offer:

- A fun, team-oriented startup culture

- Generous stock options, we all get to own a piece of what we're building