Cloud and IT Operations Manager/Senior Manager (IGT1)

IGT1 is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world’s leading private equity firms; EQT Group, Hg, and TA Associates. We’re also proud to be a sister company of IFS, Sri Lanka’s largest and most established technology company. 

At IGT1, we partner with global businesses to provide them with an operation that maximizes efficiency, spurs growth, allows them to develop and deliver world-class product and services, and create long-term value. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives. 

With a team of over 500 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary. 

Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives.

About Rhapsody:

Rhapsody Health is at the forefront of revolutionizing healthcare with cutting-edge technology that drives meaningful change. Our platform empowers healthcare providers and patients to enhance care delivery and streamline processes, making a tangible impact on the healthcare landscape. As a B Corporation, we are deeply committed to balancing purpose with profitability, and our global team spans countries including Canada, Spain, Switzerland, the United Kingdom, the United States, New Zealand and Sri Lanka.

We are seeking Staff Developers to join our mission of transforming healthcare through innovation and excellence. In this role, you'll be instrumental in advancing our world-class healthcare solutions, collaborating closely with product, design, and engineering teams in a dynamic, outcome-focused environment. If you’re passionate about making a difference and thrive in a collaborative setting, we invite you to be part of our journey to redefine healthcare for the better.

The IT & Operations Manager will play a critical role in supporting Rhapsody’s global Cloud Operations organization by overseeing day‑to‑day operational workflows, coordinating IT resource management, and driving effective escalation handling across teams. This leader will ensure smooth delivery of cloud services, maintain strong alignment with engineering, support, and infrastructure teams, and uphold Rhapsody’s standards for availability, performance, and customer satisfaction. The ideal candidate will bring a balance of technical understanding and operational discipline—capable of triaging issues, managing workloads and shifts, ensuring process consistency, and collaborating closely with US and international stakeholders. This role is central to maintaining 24/7 operational readiness, enforcing best practices, and strengthening the overall reliability and efficiency of our cloud platforms.

Responsibilities: 

• Lead the Sri Lanka operations team, managing staffing, performance, shift scheduling, and workload distribution according to business needs.
• Oversee day-to-day operational activities for Rhapsody’s Cloud Services, Information Technology support, including AWS-hosted environments, identity services, networking, and platform monitoring.
• Work closely with Product Support, IT, Cloud Engineering, and R&D to ensure alignment on priorities, escalations, and issue resolution.
• Coordinate with People Operations (HR) and IGT1 leadership and Rhapsody leadership on hiring, performance management, and employee development.
• Represent the Sri Lanka Operations team in global Cloud Ops discussions, planning sessions, and operational reviews.
•  Maintain and enforce operational processes, SOPs, runbooks, and documentation for cloud and IT operations.
• Ensure adherence to Rhapsody’s compliance, security, and platform standards, including change management and maintenance workflows.
• Partner with Cloud Engineering to continuously improve processes, tooling, and automation.

Required Skills & Experience

• 5+ years of experience in IT Operations, Cloud Operations, Managed Services, or Infrastructure Support leadership roles.
• Strong understanding of cloud technologies (AWS preferred), identity systems, networking fundamentals, and operational monitoring.
• Experience managing teams in a 24/7 or follow‑the‑sun operational model.
• Demonstrated ability to lead escalations, troubleshoot platform and infrastructure issues, and coordinate with cross‑functional teams.
• Excellent communication skills, capable of working across US/UK/APAC time zones.
• Strong organizational capabilities with experience managing shift‑based teams and performance cycles.
• Familiarity with runbooks, SOPs, ticketing systems, and incident/maintenance processes.

• Prior experience with a broad set of information systems and technology infrastructures, including network, database, customer-facing systems, data center operations, proven large-scale 24x7 operations expertise, and managing IT vendors. 

• Prior experience building, managing, and operating technology infrastructures in AWS,  

• Prior experience with operating, monitoring, and supporting IT and cloud infrastructure 

• Application of appropriate information security and regulatory or statutory compliance, including ISO, HIPAA, SOC, and GDPR. 

• Practical experience in developing and implementing a high-performing ITSM/Cloud environment and knowledge of ITSM best practices. 

• Demonstrated ability to develop and execute a resource plan that ensures the right people are in the right roles at the right time and employees are highly engaged and motivated. 

• Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to business leaders and business concepts to the BD workforce 

Preferred Qualifications

• Experience working in an IT, SaaS, healthcare, or cloud‑native operational environment.
• Past experience in AWS or IT support management role
• Project management and resource management experience to meet strict support and SLA.
• Hands-on familiarity with support ticketing workflows, AWS, Azure, VPNs, IAM, logging/monitoring systems, or DevOps practices.
• Prior experience working with offshore/onshore staffing models, especially IGT1‑style recruitment and evaluation processes.
• Demonstrates the ability to collaborate with team members across different time zones and offers flexibility in working hours when necessary.

Education: 

• Bachelor’s degree in computer science, Information Technology or related experience 

• Work experience can be substituted for degree requirements 

• AWS certification preferred but can be substituted by work experience in AWS environment 

We champion flexibility and hybrid work options to support varying lifestyles and personal needs. At the same time, we value the power of in-person collaboration to build community, spark innovation, and strengthen connections. Our approach ensures you can work in ways that suit you best while still engaging with colleagues to share ideas and grow together. #LI-Hybrid #LI-DNP