Director of Technical Operations

RESPONSIBILITIES 

• Achieve and maintain the uptime and reliability targets as defined by specified Service Level Agreements (SLAs) and Service Level Objectives (SLOs) for all services, including during deployments, across a calendar year 
• Manage and lead the technical operations teams, promoting a culture of collaboration, innovation, and accountability 
• Be accountable for the quality of service and performance; understand and incorporate future demands into capacity plans for all systems 
• Ensure all releases to production comply with general requirements, including documentation, monitoring, backups, and high-availability setups 
• Oversee release management processes, ensuring compliance with relevant regulatory bodies 
• Act as a gatekeeper to the production environment, assuring that all releases are fully tested and quality assured 
• Maintain services post-launch by measuring and monitoring availability, latency, and overall system health. Implement a regime for alerting Incident Management teams about service disruptions or degradation 
• Ensure the reliability and timeliness of all daily operational activities, including technical support and incident response 
• Take ownership of incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and conducting post-incident reviews. 
• From post-incident reviews, thoroughly understand and report the root cause of any incidents, communicating these findings to management and affected clients, and ensuring the elimination of such issues 
• Define, track, and report on key performance indicators (KPIs) related to system reliability, availability, and performance 
• Take full responsibility for conducting and overseeing root cause analysis, ensuring that all aspects of an incident are thoroughly examined and addressed 
• Develop and manage a robust on-call system for incident response, ensuring that team members are prepared and available to handle issues as they arise 

 
REQUIREMENTS 

• At least 7 years of experience in technical operations 
• Proven track record in managing technical teams and complex IT operations 
• Extensive experience in incident management, including post-incident review and root cause analysis 
• In-depth knowledge of network operations, system reliability engineering, and incident management processes 
• Familiarity with regulatory compliance and release management in a technical environment 
• Willingness to be on-call and available to respond to critical incidents as needed 
• Experience in developing and managing on-call systems for incident response 
• Strong leadership and team management skills, with the ability to mentor, inspire, and lead diverse teams 
• Excellent problem-solving and decision-making abilities, with a focus on strategic planning and operational excellence 
• Effective communication skills, capable of articulating technical concepts to a non-technical audience