Job Overview

The Head of Operations will serve as the highest-level technical resource for the company, managing the global VPN infrastructure across approximately 40 datacenter and IaaS providers worldwide. This critical role bridges management and support teams while maintaining strategic relationships with third-party partners who manage infrastructure operations on the company's behalf.

The successful candidate will ensure continuous availability and performance of VPN nodes across all global locations, coordinate with technical partners on infrastructure maintenance and security, and maintain comprehensive documentation of the company's technical environment. This position is essential to maintaining operational excellence, ensuring customer connectivity, and supporting the company's growth in the VPN services market.

 Key Responsibilities

 1. Infrastructure Management and Oversight

• Ensure continuous availability and performance of VPN nodes across approximately 40 datacenter providers globally
• Monitor node status and coordinate with partners to maintain optimal uptime and service quality
• Manage relationships with primary infrastructure partner responsible for node maintenance, OS configuration, and onboarding
• Coordinate datacenter maintenance activities, including remote hands support and hardware troubleshooting
• Troubleshoot upstream connectivity issues affecting server availability outside datacenter environments

 2. Partner Coordination and Technical Liaison

• Serve as primary technical contact for infrastructure partners managing node operations, security audits, vulnerability patching, and OS updates
• Coordinate with API providers maintaining VPN client connectivity and session delegation endpoints
• Communicate application versioning requirements with partners regarding authentication, rollbacks, database schema, and testing/logging/monitoring
• Manage service level expectations and ensure partner deliverables align with business requirements
• Facilitate coordination between multiple technical partners to ensure seamless service integration

 3. DNS and Network Management

• Manage DNS records through Cloudflare for all company domains and services
• Maintain comprehensive knowledge of DNS configuration and troubleshooting
• Configure and document IP assignments, networking standards, and infrastructure topology
• Manage RIPE IP address allocations and geolocation data through MaxMind
• Support WireGuard VPN access for internal support staff to access work-related consoles and tools

 4. Database and Query Management

• Utilize MySQL for billing queries, VPN node availability management, and operational reporting
• Monitor and maintain management databases for infrastructure operations
• Support future high-availability implementation for management databases
• Ensure data integrity and availability for critical business systems

 5. Documentation and Standards

• Maintain comprehensive and current documentation of server locations, functions, IP assignments, and networking standards
• Document procedures for incident response, routine maintenance, and partner coordination
• Create and update technical diagrams and infrastructure maps
• Establish and maintain operational best practices across all technical functions

 6. Security, Compliance, and Future Initiatives

• Coordinate with partners on security audits, vulnerability patching, and SSL/TLS certificate management
• Ensure infrastructure meets security standards and compliance requirements
• Support incident response and resolution processes
• Monitor security logging and assist in security incident investigations
• Support implementation of high-availability solutions for management databases
• Contribute to planning and deployment of new VPNaaS offering for small and medium businesses
• Assist in scaling infrastructure to support new service models and subscription tiers

 7. System Monitoring and Performance

• Monitor infrastructure through Datadog, Nagios, and other monitoring tools
• Identify and resolve performance issues proactively
• Coordinate load testing and capacity planning with partners
• Manage service downtime coordination and communication

 8. Multi-Provider Management

• Maintain relationships and coordinate operations across providers including:
•  Infrastructure hosting (Various)
•  Bandwidth providers (Various)
•  DNS/CDN services (Cloudflare)
•  Payment providers (Stripe, PayPal, Coinify, RevenueCat)
•  Monitoring and logging (Datadog)
•  Code repositories (GitHub, DockerHub, BitBucket)
•  Email services (Google Business Suite, Mailgun)
•  And additional service providers as needed

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  Qualifications and Experience

Experience: Minimum 5-7 years of experience in systems administration, preferably within VPN services, hosting, cloud services, or related technology-driven industries

• Technical Expertise:
• Strong Linux/Unix administration and SSH proficiency (required)
• MySQL database knowledge for queries and basic administration
• DNS management experience, particularly with Cloudflare
• Understanding of VPN technologies and network infrastructure
• Basic datacenter hardware knowledge for maintenance coordination
• Familiarity with application versioning and deployment processes
• Experience with monitoring and logging platforms (Datadog, Nagios, or similar)
• Knowledge of Kubernetes and containerization concepts
• Understanding of high-availability architecture and disaster recovery

Partner Management: Proven ability to manage technical relationships with third-party service providers and coordinate across multiple vendors

Problem-Solving: Strong troubleshooting skills with ability to diagnose issues across complex, distributed infrastructure

Communication: Excellent communication skills to interface effectively with management, support teams, and external partners. Professional proficiency in English (written and verbal) is required.

 Key Competencies

• Strong technical leadership and coordination abilities
• Ability to work independently and manage priorities across multiple partners and systems
• Strategic thinker with focus on infrastructure reliability and operational efficiency
• Excellent documentation and knowledge management skills
• Proactive problem solver with strong analytical capabilities
• Customer-focused mindset with emphasis on service availability
• Ability to manage relationships across multiple stakeholders and time zones
• Comfortable working in a remote/distributed team environment