Senior Manager – Infrastructure Operations (NOC & Major Incident Management)

A day in your life at MKS:
 

We are seeking a seasoned Senior Manager – Infrastructure Operations to lead and oversee enterprise-level NOC operations and Major Incident Management (MIM), with extended ownership across Windows, Linux, Storage, and Backup environments.

This role requires a strong blend of technical expertise, ITIL process knowledge, and leadership capability to ensure high availability, service reliability, and operational excellence. The incumbent will act as a technical mentor, drive continuous improvement, and enable teams to become self-sufficient in decision-making and problem resolution.

You Will Make an Impact By:

1. NOC & Major Incident Management

• Lead and manage 24x7 NOC operations, ensuring proactive monitoring and availability of infrastructure services.
• Own the Major Incident Management (MIM) process, including incident triage, stakeholder communication, escalation, and resolution.
• Drive fast restoration of services and minimize business impact during critical incidents.
• Conduct Post-Incident Reviews (PIR) and ensure corrective and preventive actions are implemented.
   

2. ITIL & Service Management

• Implement and govern ITIL processes including:
  • Incident Management
  • Problem Management
  • Change, Release & Deployment Management
  • Continual Service Improvement (CSI)
• Ensure adherence to SLAs, OLAs, and KPIs.
• Drive process maturity and automation across operations.
   

3. Infrastructure & Platform Oversight

• Provide governance and technical oversight across:
  • Windows Server Administration
  • Linux/Unix environments
  • Storage & Backup solutions
• Ensure high availability, capacity planning, and performance optimization.
• Collaborate with engineering teams for infrastructure modernization initiatives.
   

4. Cloud & Automation

• Hands-on experience and governance in AWS and/or Azure environments.
• Promote automation, scripting, and orchestration using tools such as PowerShell, Python, or similar.
• Focus on reducing manual intervention and improving operational efficiency.
   

5. Leadership & Stakeholder Management

• Lead, mentor, and develop high-performing NOC and infrastructure teams.
• Enable team autonomy in troubleshooting, decision-making, and incident resolution.
• Act as a key stakeholder interface, providing regular updates to leadership and business teams during incidents.
• Drive a culture of accountability, collaboration, and continuous learning.
   

6. Continuous Improvement & Governance

• Identify operational inefficiencies and drive continuous improvement initiatives.
• Analyze trends and implement preventive measures to avoid recurring incidents.
• Ensure compliance, audit readiness, and best practices adoption across infrastructure operations.

Key Skills and Expertise Required:

Technical Expertise

• Strong hands-on experience in:
  • NOC Operations & Monitoring Tools
  • Major Incident Management
  • Windows Server Administration
  • Linux/Unix systems
  • Storage & Backup technologies
• Good exposure to AWS and/or Azure cloud platforms
• Proficiency in automation & scripting (PowerShell, Python, Shell scripting)

Process & Framework

• Strong understanding of ITIL framework (Incident, Problem, Change, Release, CSI)
• ITIL Certification (preferred)

Leadership & Soft Skills

• Proven experience in team management and leadership roles
• Excellent stakeholder management and communication skills
• Strong analytical and problem-solving skills
• Ability to perform effectively in high-pressure, critical incident scenarios

Preferred Qualifications

• Experience in handling enterprise-scale infrastructure environments
• Exposure to DevOps practices and tools
• Relevant certifications (e.g., AWS/Azure, ITIL, Microsoft, Linux)

#LI-AS2

Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to various export control regulations.  Applicants for these positions may be limited (by, for example, their countries of citizenship, country of origin, or immigration status) where required by law or governmental contact, and/or employment made contingent upon the issuance of appropriate governmental licensing.

MKS Inc. and its affiliates and subsidiaries (“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies.  MKS is generally only hiring candidates who reside in states where we are registered to do business.

MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at: accommodationsatMKS@mksinst.com .

If applying for a specific job, please include the requisition number (ex: RXXXX), the title and location of the role