Senior Operations Lead

Vault Cloud is an Australian sovereign cloud provider with 14 years of experience delivering secure, scalable and high-performance cloud capability. Operating at national hyperscale, we provide the infrastructure to securely manage critical data and demanding workloads. Our experience spans some of Australia’s most security-sensitive environments within Government and Critical Infrastructure, giving us deep expertise in sovereign cloud and secure data management.

As organisations increasingly adopt AI, Vault Cloud is extending this capability to enable secure, high-performance intelligence at scale. Our platform combines secure full cloud services, open architecture and high-performance AI inferencing, supported by a valued partner ecosystem. Together, these capabilities give organisations the capacity, flexibility and performance to run critical workloads while maintaining sovereignty, security and control of their data.

Are you a high-calibre operational leader ready to step up as the 2IC (Second in Command) to our Head of Operations?

Positioned as the key 2IC to the Head of Operations, this critical leadership role is designed for someone who can bridge the gap between strategy and daily execution. You will directly lead and hold our Level 2 Operations Engineers accountable, taking charge of escalated workflows and overall environment reliability. By managing team capacity, guiding complex troubleshooting, and mentoring the L2s, you will keep the engine room running smoothly alongside our Service Desk Lead. This role can be based in either our Canberra or Sydney office.

You will:

• Lead, Manage & Hold Accountable (LMA): You will be responsible for mentoring, setting the pace, driving accountability, and recruiting top talent aligned with our values.
• Orchestrate Workload & Capacity: Act as the primary coordinator for incoming escalations, systematically managing shift coverage, real-time workflow prioritisation - you would be our Traffic Controller.
• Govern Service Levels: Own daily delivery against SLA response targets and analyse operational trends to provide clear performance metrics.
• Provide Senior Escalation: Step in as the senior escalation point for complex incidents, lead advanced diagnostic investigations, and partner with the Service Desk Lead to optimise workflows.
• Embrace ITIL Quality Control: Standardise incident, change, and problem management frameworks while leading Post-Incident Reviews (PIRs) to refine runbooks and SOPs.

To be successful you will be able to demonstrate the following:

• Australian Citizenship: Must hold or have the ability to obtain and maintain an Australian Government Security Clearance.
• A strong operational background with 5 years of proven leadership, paired with the professional maturity to work within regulated or structured corporate environments.
• People Leadership & Priority Management: with a proven ability to develop, coach, and mentor direct reports while navigating delivery challenges collaboratively.
• Advanced Workload Management: supported by extensive practical experience in resource allocation and systematic task distribution under pressure.
• Strong working knowledge of ITIL service frameworks and operational metric tracking.
• Confident background operating within highly secure, regulated, or high-compliance enterprise/cloud infrastructure environments.
• The grit to drive rapid execution in an expanding scale-up environment, balanced with the ability to wear the corporate hat when navigating structure, governance, and business alignment.

What’s in it for you?

• Help shape National Security & Tech: Work at the forefront of sovereign AI and national cyber infrastructure
• We’ve built a welcoming, diverse environment where we put in the hard yards together without losing our sense of fun. You’ll be part of a brilliant, tight-knit team that takes the mission seriously but always looks out for one another.
• Up to 10% of time dedicated to learning & development
• 5 days of wellness leave per year
• Company paid parental leave

Our culture is a big part of who we are so, for us, it is vital that each of our people (known as Vaulter’s) align to and are continuously guided by our core values.

Join us now and become part of the future of secure cloud services and provide a significant contribution to our nation's success.

Get to know us at

https://vaultcloud.com.au/