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Manager, Automation and Systems Engineering

EXOS (formerly Sondhi Solutions)
  • Indianapolis, IN
    1 day ago

    Job Description

    The Manager, Automation and Systems Engineering leads the team responsible for designing, operating, and continuously improving the platforms that power EXOS internal operations and client service delivery. The role owns EXOS's PSA (ConnectWise Manage), RMM (N-Central), and the surrounding ecosystem of supporting tools — BrightGauge, SmileBack, HUDU, Cognition360, AutoElevate, Backup Radar, ConnectWise Automate, ConnectWise Unite, Lifecycle Insights, Duo, and others — ensuring these platforms are reliable, secure, scalable, and auditable through engineered automation and disciplined change management. Success is measured in the automation of client and internal tickets, patch compliance, and platform uptime. The role also owns the evaluation and integration of future platforms including Salesforce, Sage, Microsoft Power Platform, and the AI/orchestration layer that is becoming central to how EXOS delivers services. The Manager works closely with Infrastructure, Cybersecurity, Service Desk, PMO, and Client Success leadership and reports directly to the CIO and Managing Director of EXOS IT.

    Key Responsibilities:
    Platform Ownership
    • Own the ConnectWise PSA platform end-to-end — administration, configuration, lifecycle management, and upgrades.
    • Own the N-Central RMM platform — design, health, scaling, and upgrade path.
    • Own the PSA-supporting tool ecosystem: BrightGauge, SmileBack, HUDU, Cognition360, AutoElevate, Backup Radar, ConnectWise Automate, ConnectWise Customer Portal, ConnectWise Unite, Duo Mobile, Lifecycle Insights, and other internal platforms.
    • Align vendor technical roadmaps to EXOS standards — APIs, SOC 2, integration architecture, and security posture.
    • Evaluate and integrate future platforms including Salesforce, Sage, and Microsoft Power Platform.
    Automation and Orchestration
    • Drive workflow automation across PSA, RMM, and related platforms.
    • Design and maintain API-based integrations and scripted operations.
    • Build and maintain runbooks and repeatable operational processes.
    • Deliver self-service automation for internal teams where appropriate.
    • Lead adoption of AI and automation tooling — Rewst, Claude, Copilot, and emerging orchestration platforms — within the EXOS environment.
    Patching and Configuration Lifecycle
    • Own automated patch orchestration for EXOS internal systems.
    • Own client system patch execution where contractually required, across workstations and servers.
    • Own the patch lifecycle: testing, staged deployment, rollback, and verification.
    • Track and report patch exceptions with disciplined evidence.
    Reliability and Change Management
    • Own change planning and release coordination across managed platforms.
    • Own platform monitoring, alerting, and internal incident response support.
    • Lead root cause analysis for internal incidents and drive continuous improvement of platform reliability.
    • Aligned to ITIL 4 Change Enablement — no unauthorized changes, no silent drift.
    Business Analysis
    • Elicit, analyze, and document business and technical requirements by partnering with clients, service delivery teams, and internal stakeholders — supporting managed services, implementations, and process improvements.
    • Translate business needs into clear functional specifications, user stories, and process flows that guide engineering, infrastructure, and operations teams.
    • Serve as a liaison between clients and technical teams — ensuring alignment on scope, priorities, SLAs, and expected outcomes across managed service engagements.
    • Analyze operational data, service metrics, and client feedback to identify improvement opportunities, optimize service delivery, and support continuous improvement initiatives.
    Team Leadership
    • Build and lead a team of automation engineers, systems engineers, and business analysts.
    • Recruit, develop, and retain technical talent in a fast-moving discipline.
    • Report team outcomes tied to business impact — automated tickets, patch compliance, and system uptime.
    • Live the team's operating principles: automation first (manual only by exception), security and auditability by default, platforms treated as products with internal customers, and measurable outcomes tied to business impact.


    Qualifications:
    • Education & Experience: 7+ years of IT operations, systems engineering, or automation engineering experience, including 2+ years leading teams. MSP or professional-services environment strongly preferred. Bachelor's degree in a related field, or equivalent experience.
    • Proven Leadership: You have built and led engineering teams that ship, own their platforms end-to-end, and take pride in the discipline of the work. You can recruit, develop, and retain technical talent in a competitive market.
    • PSA / RMM Depth: Deep hands-on experience with ConnectWise PSA (Manage) administration, N-Central RMM at scale, and the surrounding tool ecosystem — BrightGauge, HUDU, SmileBack, ConnectWise Automate, and others. You can navigate ticketing data, agreements, SLAs, procurement, and change modules with fluency.
    • Automation & Integration: Strong scripting (PowerShell, Python, or similar), API integration experience (REST, GraphQL, webhooks), and hands-on with workflow orchestration platforms (Rewst, n8n, Power Automate, or comparable). You've built integrations that survive production.
    • Patch Management: Deep understanding of enterprise patching — testing, staged deployment, rollback, exception tracking. Familiar with CIS Controls, CISA BOD 19-02, and industry benchmarks for critical, high, and medium severity patching windows.
    • Change & Reliability Discipline: ITIL 4 Change Enablement fluency. Experience with monitoring, alerting, incident response, and root-cause analysis. You believe unauthorized change is the enemy.
    • Business Analysis Skills: Requirements elicitation, functional specifications, user stories, and process flow design. Comfortable navigating client and internal stakeholder conversations to translate business needs into technical execution.
    • AI-First Mindset: Comfortable adopting and integrating AI tooling (Claude, Copilot, Rewst, comparable orchestration and agent platforms) into operational workflows. You default to automation first and manual by exception.
    • Vendor Management: Comfortable holding vendors accountable to roadmap, SLA, and standards commitments. Confident representing EXOS in vendor architecture and integration conversations.
    • Security-Aware: You work within security policy set by others (Cyber team) and build platforms and automation that are security-by-default and audit-ready. You do not define security policy — but you never build something that violates it.
    • Client-Facing Presence: You can hold your own in a client engagement discussion — scope, SLA, and business outcomes. You translate technical work into client value.
    • Bonus: ConnectWise Certified, ITIL Foundation, CompTIA (Network+, Security+, Server+), Microsoft (AZ-104, AZ-305), or automation-platform vendor certifications. Prior experience running the automation function inside an MSP is a strong plus

    Numbers & Facts

    LocationIndianapolis, IN

    Skills

    • Agile Programming Methodologiesunmatched
    • Application Programming Interface (API)unmatched
    • Artificial Intelligence (AI)unmatched
    • Automationunmatched
    • Automation Engineeringunmatched
    • Benchmarkingunmatched
    • Business Analysisunmatched
    • CISA - Certified Information Systems Auditorunmatched
    • Change Managementunmatched
    • CompTIA - Computing Technology Industry Associationunmatched
    • CompTIA Network+unmatched
    • CompTIA Security+unmatched
    • CompTIA Server+unmatched
    • Configuration Managementunmatched
    • Continuous Improvementunmatched
    • Customer Relationsunmatched
    • Customer Support/Serviceunmatched
    • Customer/Client Researchunmatched
    • Data Analysisunmatched
    • Ecosystemsunmatched
    • Employee Retentionunmatched
    • Engineeringunmatched
    • GraphQLunmatched
    • ITIL (IT Infrastructure Library)unmatched
    • Incident Responseunmatched
    • Information Technology & Information Systemsunmatched
    • Internet Securityunmatched
    • Leadershipunmatched
    • Machine Toolunmatched
    • Metricsunmatched
    • Microsoft Product Familyunmatched
    • Multiplatform/Cross-Platformunmatched
    • Operational Auditunmatched
    • Operations Processesunmatched
    • Policy Developmentunmatched
    • Process Flowunmatched
    • Process Improvementunmatched
    • Professional Servicesunmatched
    • Purchasing/Procurementunmatched
    • Python Programming/Scripting Languageunmatched
    • REST (Representational State Transfer)unmatched
    • Reliability Engineeringunmatched
    • Requirements Managementunmatched
    • Root Cause Analysisunmatched
    • Salesforce.comunmatched
    • Scripting (Scripting Languages)unmatched
    • Security Architectureunmatched
    • Security Policyunmatched
    • Service Deliveryunmatched
    • Service Level Agreement (SLA)unmatched
    • Software Patchesunmatched
    • Systems Engineeringunmatched
    • Team Lead/Managerunmatched
    • Technical Writingunmatched
    • Vendor/Supplier Managementunmatched
    • Windows PowerShellunmatched

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