Remote Operations Manager

Insight Global Remote Operations Manager Burlington, MA Apply Job Description The Operations Manager is a hands-on people leader responsible for the day-to-day health and performance of the Network Operations Center (NOC) and Incident Management (IM) functions. This role directly supervises contractor resources, keeping REO leadership directly aware of both performance and team related challenges of any sort. This is a player-coach role sitting at the intersection of team enablement, operational execution, and stakeholder communication. The Operations Manager is expected to get hands-on alongside the team — personally investigating alerts, running incident bridges, and stepping into triage when capacity or complexity demands it — while ensuring runbooks are followed consistently, knowledge is captured and maintained, and leadership has clear visibility into critical production issues. Beyond reactive response, they drive a culture of proactive vigilance: monitoring service health, identifying degradation patterns before they escalate, and acting on weak signals before they become incidents. The Operations Manager is a force multiplier: coaching their team to perform, removing obstacles in their path, and stepping in as a stabilizing presence during high-severity incidents. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

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• 5+ years of experience in IT Operations, NOC, or Incident Management, with at least 2 years in a supervisory or team lead capacity.
• Demonstrated experience managing or supporting 24x7 operational environments.
• Strong understanding of incident response practices, escalation frameworks, and ITSM principles (ITIL Foundation or equivalent experience).
• Proven ability to communicate clearly and calmly with both technical teams and non-technical leadership during high-pressure situations.
• Experience with Datadog & ITSM tooling (ServiceNow, Jira)
• Strong documentation skills — ability to write and maintain runbooks, procedures, and executive summaries.
• ITIL v4 Foundation certification or higher.
• Experience in a SaaS or healthcare technology environment.
• Familiarity with cloud infrastructure concepts (Azure, AWS, or GCP).
• Experience supporting or building cross-functional operational teams following an organizational merger or acquisition.

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