Lead the strategic direction and execution of reliability engineering across Instem’s SaaS platforms, driving platform resilience, automation, and cloud transition initiatives.
Compensation
Competitive Salary, Flexible Working, Development & Opportunity (Personal & Technical), Private Medical (Optical & Dental options), Matching Contributory Pension, 25 Days Leave + Public Holidays + Buy and Sell Scheme, Life Insurance, Referral Scheme, Employee Assistance Program, Benefits Hub.
Responsibilities
Define and evolve the SRE vision, strategy, and roadmap
Influence engineering and product leadership to adopt reliability-first principles
Act as the senior voice of SRE in executive forums
Lead and scale a high-performing global SRE organisation
Provide hands-on technical coaching
Requirements
Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field
Provides hands‑on technical support for hardware, software, and network issues, manages IT asset inventory, and ensures a secure, efficient technology environment for associates.
Locations (2)
Maryland Heights, Missouri, United States
St. Louis, Missouri, United States
Responsibilities
Provide hands‑on technical support for hardware, software, and network‑related issues
Troubleshoot and resolve incidents efficiently, escalating complex issues when necessary
Communicate clearly with non‑technical users to diagnose problems and deliver effective solutions
Collaborate with IT teams including network, systems, and cybersecurity professionals to ensure seamless operations
Manage support tickets using ITSM tools, prioritizing tasks and ensuring timely resolution
Requirements
High School Diploma or GED
Associate's or Bachelor's Degree in Computer Science or related discipline
Senior technical resource for complex end‑user issues requiring advanced troubleshooting across hardware, software, and enterprise applications.
Compensation
$115,000 - $145,000 In addition to a competitive base salary, you will be eligible to receive discretionary bonus incentives, a comprehensive benefits package and a flexible work arrangement.
Responsibilities
Serve as senior technical resource for complex end‑user issues
Handle tier 1 escalations and provide technical guidance to junior helpdesk staff
Triage and prioritize incoming requests via phone, email, messaging, and service desk system
Document comprehensive technical solutions and develop knowledge base articles
Contribute to process improvement initiatives and standardization of support procedures
Requirements
Bachelor’s degree in Computer Science, Management Information Systems, or a related field (and/or equivalent experience)
Nice to have: IT certifications such as CompTIA A+, CompTIA Network+, Microsoft MTA
Responsible for administration, automation, and support of the company’s managed file transfer (MFT) environment and related scripting and integrations.
Responsibilities
Administer and support the enterprise managed file transfer (MFT) platform, including user accounts, trading partners, certificates and keys, schedules, and system configuration.
Design, develop, test, deploy, and maintain file transfer jobs and workflows integrating internal systems, clients, and vendors using SFTP, REST APIs, and SQL database connections.
Develop and maintain automation scripts (Python and PowerShell) for file handling, data processing, reporting, and routine administrative tasks.
Monitor file transfer activity; troubleshoot failed or delayed transfers; perform root-cause analysis; and ensure timely file delivery in accordance with service-level commitments.
Onboard and support clients, vendors, and trading partners, including connectivity testing, credential and key exchanges, and firewall/network coordination.
Requirements
Associate degree or higher in Information Technology, Computer Science, or a related field
The Help Desk Operations Manager leads the daily operations of the IT help desk, ensuring timely and effective technical support for all employees. Responsible for ticket workflow management, SLA compliance, team scheduling, and performance management.
Locations (2)
Huntsville, Alabama, United States
Hartselle, Alabama, United States
Compensation
Compensation: Based on experience
Responsibilities
Conduct 1-on-1s, performance reviews, and career development discussions
Lead hiring, disciplinary actions, and help desk team structure
Establish and enforce standards for ticket quality, SLAs, documentation, and customer service
Foster a culture of accountability, collaboration, and continuous improvement
Manage help desk staffing, including business-hours coverage and on-call rotations
Requirements
Associate's degree in Information Technology, Computer Science, Information Systems, or a related field
Senior Associate, Major Incident & Problem Management
Lead enterprise Major Incident Management and Problem Management functions to minimize business disruptions, restore critical services, and improve operational stability.
Compensation
The current salary range for this role is $88,900.00 to $155,500.00. This position is also incentive eligible.
Responsibilities
Lead enterprise Major Incident Management and Problem Management processes to ensure operational effectiveness and service reliability.
Direct response and recovery efforts for Priority 1 (P1) and Priority 2 (P2) incidents, coordinating technical teams, vendors, and escalation activities to restore critical services.
Facilitate incident bridge calls, crisis communications, and executive updates throughout major incident lifecycles.
Oversee root cause analysis (RCA), post-incident reviews (PIRs), and corrective action plans to prevent recurring incidents and systemic failures.
Manage proactive problem identification, trend analysis, problem backlogs, and the Known Error Database (KEDB) to improve service stability and knowledge sharing.
Lead and drive the strategic direction of the Credit Union’s technology infrastructure and operations, overseeing design, delivery, security, and continuous improvement of physical and logical technology foundations.
Responsibilities
Lead development and execution of IT infrastructure and operations strategy and roadmap
Provide oversight for design, implementation, and lifecycle management of infrastructure platforms
Direct and manage infrastructure and operations teams
Partner with Information Security to implement security frameworks
Ensure high availability, business continuity, and disaster recovery
A Global Service Desk Manager to lead day-to-day IT support for clients across multiple time zones, managing a distributed team and owning service delivery against client SLAs.
Responsibilities
Lead service desk team leads and analysts. Set performance expectations, coach the team, and support hiring, onboarding, and training.
Plan staffing and shift coverage to meet client support hours. Make sure open incidents and priority requests have a clear owner at every handoff.
Own ticket triage, prioritization, escalation, and follow-through across incidents and service requests.
Coordinate major incidents with technical teams and vendors. Keep clients informed through resolution and follow up on corrective actions.
Track SLA attainment, response and resolution times, backlog aging, first-contact resolution, and customer satisfaction. Turn recurring issues into specific improvement plans.
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