IT Operations Manager

The IT Operations Manager leads a global AI and product operations team running 24x5 coverage across the regions. The day begins with a handoff — reviewing what came through overnight from the APAC and EMEA support operations engineers: open tickets, escalations, agent and integration job results, platform alerts, and anything left mid-flight. The morning standup sets priorities across regions and makes sure nothing is stranded between shifts. From there, the work moves between directing the queue and going deep on the hard problems: triaging a stuck escalation, pairing with the platform SME on a root cause that support can't resolve alone, approving a change, or walking a business team through onboarding onto an AI capability. Midday often involves partners outside the team — InfoSec or Data Privacy on an access or data-handling question, an application owner bringing a new use case, a vendor working on an open issue. Afternoons tilt toward the forward-looking work: tightening runbooks so recurring issues get resolved at first touch, reviewing license and consumption trends against budget, improving monitoring coverage, and one-on-one with team members across time zones to coach, unblock, and build depth. The day usually closes with a handoff note back to APAC and a scan of the operational picture: ticket volume and aging, time to resolve, platform availability, adoption. The mix changes week to week, but the mandate is constant — keep enterprise AI services stable and well-supported across the global workweek, make it easy for the business to adopt them, and raise the operating bar every quarter.

How You’ll Make an Impact:

• Lead a globally distributed AI and product operations teams, running 24x5 coverage with clean handoffs, clear ownership, and no gaps between regions. 
• Own end-to-end operations for the enterprise AI platform — incident, problem, and change management, request fulfillment, provisioning, and escalation — and drive measurable gains in first-touch resolution, time to resolve, and repeat-issue rate. 
• Partner with the platform SME to close the loop between support and engineering: turn recurring incidents into permanent fixes, automation, or self-service rather than into more tickets. 
• Scale adoption support for business teams onboarding AI capabilities — intake, enablement, documentation, and usage guidance — while managing consumption, license utilization, and cost against budget. 
• Develop the team and the operating model: coach engineers across regions, build cross-coverage so no capability rests on a single person, and establish the metrics and reporting that give leadership a clear view of operational health.    

What You Bring: 

• Education: Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field; equivalent experience considered. ITIL or cloud operations certification a plus. 
• Work Experience: 8+ years in IT operations, service delivery, or platform support, including 3+ years leading a team; direct experience managing distributed teams across multiple time zones, ideally including APAC. 
• Hands-on operational background with cloud and SaaS platforms (Azure and/or AWS) and working familiarity with AI/LLM services, APIs, and enterprise integration patterns — enough depth to challenge a root cause, not just route it. 
• Strong ITIL-aligned service management discipline — incident, problem, change, knowledge — plus practical experience with ticketing, monitoring, and automation tooling in a follow-the-sun support model. 
• Proven ability to work across InfoSec, compliance, engineering, and business stakeholders, with clear communication to both engineers and senior leadership, and a track record of coaching and retaining remote team members.

Total Rewards Package: At Bio-Rad, we're empowered by our purpose and recognize that our employees are as well. That's why we offer a competitive and comprehensive Total Rewards Program that provides value, quality and inclusivity while satisfying the diverse needs of our evolving workforce. Bio-Rad's robust offerings serve to enrich the overall health, wealth, and wellbeing of our employees and their families through the various stages of an employee's work and life cycle. We are proud to offer options including an extensive benefits package, life and disability, a Deferred Profit-Sharing Plan, extensive learning and development opportunities, an educational assistance program, fitness subsidy, time off, etc.

Compensation: The estimated base salary range for this position is $104,000 to $143,000 at the time of posting. Actual compensation will be provided in writing at the time of offer, if applicable, and is based on several factors we believe fairly and accurately impact compensation, including experience, knowledge, skills, abilities, and other job permitted factors. 

Who We Are: For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Bio-Rad offers a unique employee experience with collaborative teams that span the globe. Here, you are supported by leadership to build your career and are empowered to drive change that makes an impact you can see.

EEO Statement: Bio-Rad is an Equal Employment Opportunity/Affirmative Action employer, and we welcome candidates of all backgrounds. Veterans, people with physical or mental disabilities, and people of all race, color, sex, sexual orientation, gender identity, religion, national origin and citizenship status are encouraged to apply.

Agency Non-Solicitation: Bio-Rad does not accept agency resumes unless the agency has been authorized by a Bio-Rad Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes.

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