All offersWarszawaDevOpsHead of IT Operations and Support
Head of IT Operations and Support

Head of IT Operations and Support

Type of work
Employment Type
Operating mode

Tech stack


Job description

Online interview

Help organizations worldwide realize the potential of AI with our signature AI Platform, GRACE. 

Are you passionate about solving technical issues, leading the team, and delivering high level technical support directly to Clients?

If so, you might be the new colleague 2021.AI is looking for! 

2021.AI seeks a highly motivated and experienced Head of IT Operations and Support to join our team. The successful candidate will have a proven track record in leading an IT Operations and Support department, working directly with all levels of users as well as having excellent communication skills in cooperating with both internal and external stakeholders. 

About You 

You have an outstanding service oriented mindset and are able to successfully lead and optimize the implemented ITIL processes; 

You are a strong team player who can work independently and come up with efficient solutions under pressure; 

You are a communicative person with an ability to work directly with Clients and you are motivated to constantly improve and optimize processes to drive performance; 

You are interested in working with the best Support and DevOps teams on the planet, technology rock stars, and business magnates to grow a business dedicated to positively impacting the future. 

About the Role 

As a Head of IT Operations and Support at 2021.AI, you will report directly to CIO and manage a team of two Operations Support Engineers as well as managing the incident management process utilizing an additional team of 5 DevOps engineers in troubleshooting GRACE platform problems/incidents on a daily basis. Also, you will be responsible for streamlining and optimizing new practices within the Support team, including improving existing workflows. Additionally you will be an active part of client facing business-critical projects. 

You will work closely with senior business professionals and the teams that build our core product features, demonstrate product value to users, and empower clients and users to maximize value from the GRACE Platform. 

In this role, you will actively participate in building a cutting edge product aimed at assisting our customers acquire, develop and maintain trustworthy AI. 

You will actively maintain, deliver and support our cloud-based AI platform which is built using various open source products, micro-services and Kubernetes technologies. 

You will play an active role in supporting external and internal Clients by answering their questions, troubleshooting any issue with the GRACE AI platform.

Key Responsibilities 

  • Managing and leading the IT Operations team and the day to day ITIL related problems/incidents in close cooperation with the DevOps team. 
  • Performing support and maintenance of GRACE AI platform; 
  • Planning and executing the deployment of the IT infrastructure of the GRACE AI platform to support the customers’ business; 
  • As the customers’ primary contact when it comes to operating their technical infrastructure, you will be responsible for all GRACE AI platform deployments and ensure that we adhere to the contract terms, SLA’s, and KPI’s; 
  • Being responsible for the following ITIL processes: Availability, Capacity, Business Continuity, Incident and Problem Management; 
  • Managing the 24/7 on-call support process for all clients with an extended SLA
  • Responsible for the administration of 2021.AI internal IT portfolio, including but not limited to Azure, AWS and GCP cloud services, Google Workspace, GitLab etc. 

Skills and Qualifications: 

  • 10+ years relevant working experience of which at least 3+ years relevant experience as a senior IT Operations Manager supporting multiple global customers; 
  • Strong technical skills; 
  • Experience working in a fully cloud-based environment and hands on experience with at least one of the major cloud services (Azure, GCP, AWS); 
  • Experience with Monitoring using tools like Prometheus and Opensearch; 
  • Experience with operating systems/applications based on Linux, Python, Docker, Ansible, Kubernetes, and Terraform; 
  • Proficiency in English, spoken and written. 

Extra consideration is given to candidates with: 

  • a degree in computer science; 
  • experience with data science workflows, Big Data, Machine Learning.

About 2021.AI 

Founded in Copenhagen with several offices worldwide, 2021.AI is a fast-growing AI company focused on closing the gap between AI ambitions and real AI value for companies worldwide. Large private and public organizations globally trust us to help them stay competitive, compliant, and in control when applying AI. 

We are a team of passionate people who care deeply about the mission we are on; to positively impact the future with AI. Our tight-knit culture of camaraderie instills more than just a sense of belonging but great pride in our work. With high cultural ambitions, we expect you to bring lots of energy to the workplace and participate in company-related and social activities. In return, we promise great professional experiences and the freedom to tackle and own your tasks. 

Supporting you professionally and personally 

  • Professional Growth: Your CV will tell us where you've been, but we are also interested in where you want to go. We offer positions that will challenge your skills and let you grow. We trust our team members and give them autonomy to do their best work. We also support professional development and provide regular feedback. 
  • Meaningful Impact: In our company, every job matters, and you can see almost daily that you are making a meaningful impact. Our feedback loops are fast, which means you will have the opportunity to learn and advance quickly, growing together with the company. 
  • Outstanding Team: Our AI platform GRACE helps companies and people cooperate across the board, and we apply this mindset to our own team. We have a highly collaborative, no-bureaucracy culture.
  • Excellent Benefits: We offer competitive pay and a positive work-life balance. 
  • For all our employees: we provide the corporate equipment you need, flexible working hours, team buildings, and cutting-edge industry knowledge!