Director of Technology Operations Full Time NEW

Title: Director of Technology Operations

Location: Remote (US)

Position Summary:

The Director of Technology Operations will lead Technology Operations, Site Reliability Engineering (SRE), Corporate IT, and Security. This leader is an expert and accountable for the reliability, performance, security, and scalability of our client’s telecommunications and enterprise platforms.

This leader brings deep experience in telecommunications operations and high-availability production environments. They are metric-driven and intellectually curious — who continuously analyze service health trends, investigate deviations early (positive or negative), and drive disciplined, root-cause-based improvement.

This leader is comfortable asking difficult questions, raising risks early and transparently, and partnering cross-functionally to ensure operational readiness before new services are introduced into production. They establish structure, enforce accountability, and build a culture where uptime, security, documentation, and monitoring are non-negotiable.

What you will do:

• Lead SRE, DevOps, NOC, Help Desk, Corporate IT, and Security functions, establishing a culture of operational excellence, accountability, and continuous improvement
• Own end-to-end reliability and observability across telecommunications (VOIP, SIP, carrier integrations), IoT, and enterprise platforms, defining and managing SLIs/SLOs, uptime targets, and performance benchmarks.
• Define, implement, and enforce SLIs/SLOs aligned to >99.99% uptime, with a measurable roadmap toward five-nines reliability.
• Continuously analyze operational metrics and performance trends to identify emerging risks and opportunities. Initiate early investigations into anomalies, lead structured root cause analysis, and implement systemic corrective actions.
• Ensure 24/7 service reliability through disciplined incident management, problem management, and change control processes consistent with mature SRE organizations.
• Lead disciplined incident management, escalation, problem management, and structured post-incident reviews with permanent corrective actions.
• Reduce incident frequency and mean time to resolution (MTTR) through systemic improvement
• Establish and enforce production readiness standards for new services and features, requiring appropriate documentation, monitoring plans, alerting thresholds, runbooks, security reviews, and capacity planning prior to deployment.
• Partner with Engineering and Product teams to evaluate architectural decisions, scalability assumptions, and monitoring strategies, ensuring operational sustainability.
• Lead cloud infrastructure strategy and execution across AWS and Azure environments.
• Manage and optimize cloud infrastructure across AWS and Azure, balancing performance, availability, security, and cost efficiency.
• Implement automation, infrastructure-as-code, and continuous operational improvement practices.
• Oversee Corporate IT and Security operations, including policy development, access controls, endpoint management, regulatory compliance, vulnerability management, and risk mitigation.
• Ensure compliance with telecommunications and data protection frameworks including CPNI, FCC Title 47 Part 64, CCPA, NIST, PCI, and related standards.
• Establish and maintain IT service management processes aligned with industry best practices (ITIL/ITSM), ensuring high service quality across enterprise SaaS platforms (Salesforce, Azure DB, collaboration tools, etc.).
• Develop and execute annual operational plans and budgets, aligning infrastructure investments with business growth and reliability objectives.
• Build strong relationships with cloud providers, telecommunications partners, and critical service vendors to ensure performance, support, and cost optimization.
• All other duties as assigned.

Qualifications:

• Bachelor’s degree in Technology, Engineering, or Business-related discipline
• A minimum of 10+ years of progressive experience in infrastructure, telecommunications operations, or production technology environments supporting high-availability telecommunications platforms (VOIP, SIP, carrier integrations, contact center systems) in 24/7 environments with direct accountability for uptime, incident response, and SLA performance is required.
• 5+ years of cloud computing experience (AWS, Azure, GCP), including hands-on knowledge of cloud architecture, infrastructure-as-code, automation, and service monitoring.
• A minimum of 6+ years of experience leading people or teams is required. This includes accountability for performance, development, and delivery of results aligned with organizational objectives.
• Proven experience leading multi-tiered teams (30+ professionals), including SRE, DevOps and NOC.
• Proven ability to design and implement observability frameworks, including metrics, alerting, logging, and performance dashboards.
• Demonstrated experience using operational data and trend analysis to identify systemic risks, performance degradation, and optimization opportunities.
• Experience implementing structured change management and production readiness review processes to prevent service disruption.
• Experience overseeing Corporate IT and Security functions, including regulatory and compliance standards such as CCPA, CPNI, FCC (Title 47, Part 64), PCI, NIST, or similar frameworks.
• Strong analytical, budgeting, and financial management skills with the ability to balance cost discipline and operational resilience.
• Ability to communicate clearly with executive leadership and cross-functional teams, influencing decisions through data-driven reasoning.
• Demonstrated ability to use discretion, make sound decisions under pressure, and maintain confidentiality.
• Willingness and ability to work flexible hours as needed to support production operations

Preferred:

• ITIL certification or equivalent experience.
• Functional knowledge of contact center technologies (Salesforce, Jira, InContact, etc.)