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At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Join us and help shape the future of aerospace and defense.

The following position is to join our RTX Enterprise Services team in Santa Isabel, Puerto Rico:

The Senior Manager, Infrastructure Operations is responsible for leading a distributed team of Operation supporting critical Cyber Defense infrastructure services. This role oversees operational performance, service reliability, and strategic modernization across Remote Access, Web Gateway/Proxy, Zero Trust Access, F5 Load Balancing/WAF, and ServiceNow workflows. The manager is expected to demonstrate a proactive mindset, challenge existing approaches, and drive innovation and process improvement throughout the service line.

What You Will Do

• Directly manage and develop a remote team of 8 FTEs, with discretion to establish team lead roles to enhance organizational effectiveness.
• Oversee day-to-day operational stability (“keep the trains running”) across infrastructure services, ensuring consistent execution, service availability, and SLA compliance.
• Lead incident response for major outages and service degradations, serving as the primary decision-maker and escalation point.
• Partner closely with engineering teams to ensure high-quality knowledge base content, documentation accuracy, and continuous improvement of support processes.
• Guide strategic initiatives including incident management maturity, infrastructure maintenance planning, and ensuring platforms remain fully operational.
• Provide input in vendor evaluations and technology discussions as part of a collaborative decision-making model.
• Drive automation, efficiency improvements, and optimization of ServiceNow workflows to reduce operational burden and increase service consistency.
• Build strong cross-functional relationships with Identity, Cloud, Network Engineering, Security Architecture, Platform Engineering, SOC/IR, Firewall Engineering, and Splunk Reporting teams to ensure alignment and effective delivery.
• Maintain a foundational understanding of Zero Trust principles and contribute to evolving ZTNA strategy, with moderate future expectation to assume product ownership responsibilities as the program matures.
• Support annual planning, budgeting activities, and forecasting for infrastructure operations as needed.
• Ensure compliance with organizational governance, risk controls, and audit requirements.
• Travel approximately 10%
• This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.

Qualifications You Must Have

• Typically requires a bachelor’s degree in or equivalent experience and a minimum of 10 years of relevant experience or an Advanced Degree and a minimum of 7 years of experience.
• Experience with Remote Access technologies, Zero Trust concepts, Web Gateways/Proxies, F5 Load Balancers/WAF, and enterprise ticketing platforms.
• Experience in incident leadership, infrastructure operations, or cybersecurity technology domains.
• Experience managing distributed technical teams.

Qualifications We Prefer

• Mid‑ to high‑level technical expertise with willingness to engage hands-on when required.
• Demonstrated ability to challenge the status quo, promote innovative thinking, and proactively identify opportunities for operational improvement.
• Effective stakeholder management, cross-functional communication, and talent development skills.

What We Offer

Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.

Learn More & Apply Now!
Location: This position is remote. However, the successful candidate must be currently living in Puerto Rico.

Please consider the following role type definition as you apply for this role:
Remote: This position is currently designated as remote. Employees who are working in Remote roles will work primarily offsite (from home). The employee may be expected to travel to the Santa Isabel site location as needed.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

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