Sr. AWS Cloud Infrastructure Engineer

What You'll Do at H1

• The primary objective of the IT Operations Manager is to serve as the operational backbone of H1's IT infrastructure and user support.
• You will own IT operations end-to-end, partnering closely with our growing IT team.
• This role balances hands-on technical troubleshooting with strategic operational leadership, ensuring seamless service delivery across a global workforce.

This role is designed for a technically strong, autonomous leader who can independently manage complex infrastructure challenges, drive operational excellence, and mentor growing teams while maintaining a hands-on approach to critical issues.

You will

Serve as the primary technical and operational point of contact for IT infrastructure, support, and user services across the organization.

• Manage and execute employee onboarding and offboarding workflows at scale, including device provisioning, access management, account deprovisioning, and offboarding security protocols.
• Own the IT service desk ticketing system and support queue, ensuring timely resolution, clear documentation, and escalation paths that meet organizational SLAs.
• Lead hands-on Tier 2 technical support and troubleshooting for end-user devices, platforms, and infrastructure issues.
• Provide support across H1's Global footprint with regular presence in our NYC headquarters (one day per week).
• Develop, document, and continuously improve IT operational processes and runbooks that scale across teams and geographies.
• Mentor the IT Operations team, establishing knowledge-sharing practices, documentation standards, and clear escalation paths for a coordinated support model.
• Oversee endpoint security and device management (CrowdStrike, IRU/Kandji) to ensure organizational security posture and compliance.
• Monitor and maintain identity and access management systems (Okta), ensuring secure onboarding and timely access revocation.
• Proactively identify operational risks and bottlenecks, taking early action to prevent incidents and optimize service delivery.
• Strategically lead and de-escalate critical IT situations, partnering with internal stakeholders (Security, Engineering, Leadership) to drive resolution.
• Serve as the voice of IT operations internally, providing structured feedback to leadership and product teams on tooling, infrastructure, and security gaps.
• Collaborate cross-functionally with Security, Engineering, and Business teams to ensure IT operations supports H1's strategic priorities.
• Drive continuous improvements in support quality, response times, user satisfaction, and operational efficiency across your team.

About You

• We're looking for someone who is passionate about building reliable, secure systems and enabling people to do their best work.
• You bring technical depth, leadership presence, and the ability to balance hands-on problem-solving with strategic thinking.
• You thrive in fast-paced environments, take pride in operational excellence, and see mentoring as a core part of your role.

• You are comfortable operating both strategically and tactically, diving into technical details while maintaining a high-level view of operational health and team capacity.
• You are a confident communicator and presenter, able to lead conversations with non-technical stakeholders and influence operational decisions.
• You have a proven track record of managing complex IT operations and driving measurable improvements in uptime, security, and user satisfaction.
• You are proactive, detail-oriented, and able to manage ambiguity with confidence while mentoring others through uncertainty.
• You bring genuine leadership qualities: initiative, clear communication, and the ability to scale processes and teams as the organization grows.

Requirements

• 5+ years of IT operations experience, including break-fix support, infrastructure management, and user administration.
• Hands-on experience with Okta (or similar identity and access management platforms).
• Experience managing Google Workspace environments at scale.
• Proficiency with CrowdStrike Falcon or similar endpoint detection and response (EDR) tools.
• Experience with device management platforms (IRU, Kandji, or equivalent).
• Demonstrated security awareness and understanding of IT security fundamentals and compliance best practices.
• Experience managing service desk ticketing systems and support workflows.
• Proven ability to mentor technical team members and lead operational improvements.
• Strong communication skills and ability to work effectively with distributed global teams.

Compensation

This role pays $125,000 to $145,000 per year, based on experience, in addition to stock options.

Anticipated role close date: 08/16/2026