IT Operations Engineer

The IT Operations Engineer is a handson, highly motivated technical leader who thrives at the intersection of technology, people, and continuous improvement. This is not a role for someone who waits to be told what to do. You actively seek out friction, inefficiency, and risk - then fix it. You bring creative problem solving and a relentless drive to elevate the IT experience for both corporate teammates and franchise partners, the vast majority of whom are nontechnical and depend on IT to be a trusted, patient, and proactive guide.

a cloud identity solution. Your diplomacy is as sharp as your technical skills. You translate complex problems into clear, empathetic communication
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* Key Responsibilities:

** 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.

Most of our franchisees are fully nontechnical. They depend on IT to be clear, patient, empathetic, and effective. This section is not a footnote - it is core to the role.

Design and deliver user facing documentation, training materials, and knowledge base articles written specifically for nontechnical audiences. Assume no prior IT knowledge.

Identify technology opportunities that improve IT delivery, reduce cost, or improve the user experience - then build the case, get alignment, and execute. Bias toward action over analysis paralysis.
* Author and maintain comprehensive IT documentation: architecture diagrams, runbooks, project plans, and process guides - written for both technical and nontechnical readers as appropriate.
* Lead the Disaster Recovery and Business Continuity Planning program; own DR test scheduling, facilitate exercises, 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.
* Assist management with vendor evaluations, RFP processes, and technology roadmap planning; bring data driven recommendations 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 'good enough.' 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, and course correct as 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 first technical 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.

Lead and coordinate technology projects from requirements gathering through deployment; communicate status clearly and proactively to stakeholders at all levels. Mentor junior IT Operations staff - provide technical guidance, constructive feedback, and professional development support. Model the behaviors and mindset this team values.

Experience with cloud infrastructure (AWS, Azure, or GCP) and hybrid identity environments. Familiarity with service management platforms (Service Now,…