[Hiring] Senior Manager, Infrastructure Operations/Cyber Defense @RTX

Role Description

The Senior Manager, Infrastructure Operations is responsible for leading a distributed team of Operation supporting critical Cyber Defense infrastructure services. This role oversees operational performance, service reliability, and strategic modernization across Remote Access, Web Gateway/Proxy, Zero Trust Access, F5 Load Balancing/WAF, and ServiceNow workflows. The manager is expected to demonstrate a proactive mindset, challenge existing approaches, and drive innovation and process improvement throughout the service line.

• Directly manage and develop a remote team of 8 FTEs, with discretion to establish team lead roles to enhance organizational effectiveness.
• Oversee day-to-day operational stability (“keep the trains running”) across infrastructure services, ensuring consistent execution, service availability, and SLA compliance.
• Lead incident response for major outages and service degradations, serving as the primary decision-maker and escalation point.
• Partner closely with engineering teams to ensure high-quality knowledge base content, documentation accuracy, and continuous improvement of support processes.
• Guide strategic initiatives including incident management maturity, infrastructure maintenance planning, and ensuring platforms remain fully operational.
• Provide input in vendor evaluations and technology discussions as part of a collaborative decision-making model.
• Drive automation, efficiency improvements, and optimization of ServiceNow workflows to reduce operational burden and increase service consistency.
• Build strong cross-functional relationships with Identity, Cloud, Network Engineering, Security Architecture, Platform Engineering, SOC/IR, Firewall Engineering, and Splunk Reporting teams to ensure alignment and effective delivery.
• Maintain a foundational understanding of Zero Trust principles and contribute to evolving ZTNA strategy, with moderate future expectation to assume product ownership responsibilities as the program matures.
• Support annual planning, budgeting activities, and forecasting for infrastructure operations as needed.
• Ensure compliance with organizational governance, risk controls, and audit requirements.
• Travel approximately 10%.

Qualifications

• Typically requires a bachelor’s degree in or equivalent experience and a minimum of 10 years of relevant experience or an Advanced Degree and a minimum of 7 years of experience.
• Experience with Remote Access technologies, Zero Trust concepts, Web Gateways/Proxies, F5 Load Balancers/WAF, and enterprise ticketing platforms.
• Experience in incident leadership, infrastructure operations, or cybersecurity technology domains.
• Experience managing distributed technical teams.

Requirements

• Mid‑ to high‑level technical expertise with willingness to engage hands-on when required.
• Demonstrated ability to challenge the status quo, promote innovative thinking, and proactively identify opportunities for operational improvement.
• Effective stakeholder management, cross-functional communication, and talent development skills.

Benefits

• Robust total rewards package with compensation.
• Healthcare, wellness, retirement and work/life benefits.
• Career development and recognition programs.
• Parental (including paternal) leave.
• Flexible work schedules.
• Achievement awards.
• Educational assistance.
• Child/adult backup care.