Director, Technical Operations

The Director of Technical Operations is charged with providing the leadership and tactical oversight necessary to support the execution of best practices for the supporting functions within the group. Those functions include, but are not limited to, center of excellence, operation service center, site development, implementation, transitions, and any additional professional services rendered. This will be done thru the working within a cross functional matrix to develop, set, and implement standards. The role requires keen planning skills along with the ability to lead through influence and to be a proactive partner with a strong customer-service orientation. This leader should be able to solve problems at a tactical and functional level, have excellent oral and written communication skills, a solid work ethic and unquestioned integrity.

Success Metrics:

• Create, evolve, and implement a basis of standards that insures up-time standards are met.
• Continuously improve the customer transition experience
• Work with our cross functional support partners to develop best in class standards, implementation, assessments analysis, and innovations.

Responsibilities:

• Leading the Tech Operations teams that own management of critical, complex operational platform and managing problems, driving measurable Operational Excellence improvements across the entire organization.
• Implementation and tracking of support effectiveness programs
• Continuous improvement for monitoring, automation and tools development to improve availability and transparency
• Leading the Tech Operations teams that own management of critical, complex operational platform and managing problems, driving measurable Operational Excellence improvements across the entire organization.

Required Experience and Qualifications:

• Bachelor's Degree in Computer Science or related field, plus a minimum of 7 years of Technical Operations experience
• At least three (3) years experience in Leadership role
• Three (3) years of experience in managing Platform monitoring, Production Availability management and Incident Management process
• Strong experience and detailed technical knowledge in system, database and network engineering