Director, IT Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead a team of over 10 global resources providing help desk services, facility management, SOC policy enforcement, and asset management.

• Design and supervise infrastructure architecture aimed at achieving over 99.5% uptime in a healthcare SaaS setting.

• Deliver helpdesk services that meet a 95% SLA for both response and resolution times.

• Co-manage incident management, escalation protocols, and conduct post-incident reviews.

• Oversee infrastructure expenditures and optimize resources across AWS, GCP, or multi-cloud environments.

• Spearhead technical standardization initiatives across development, security, and product teams.

• Identify and deploy AI/ML tools for predictive alerting, anomaly detection, and root-cause analysis.

• Experiment with AI-driven automation for routine operational activities.

• Support OpenLoop's AI Program and disseminate operational insights.

• Develop predictive observability and assess new AI/ML infrastructure and incident-response tools.

• Collaborate with the VP of Enterprise Technology to put the AI Program into action.

• Define operational necessities for AI model deployment, monitoring, and governance.

• Establish observability and alerting standards for large-scale AI systems.

• Create operational runbooks and playbooks to ensure safe and rapid experimentation.

• Ensure compliance with SOC 2, HIPAA, and relevant state healthcare regulations.

• Manage access control, secrets management, and least-privilege architectures.

• Own disaster recovery and business continuity planning initiatives.

• Conduct quarterly compliance audits and manage remediation workflows.

• Define SLAs/SLOs and be accountable for performance against these metrics.

• Facilitate blameless postmortems and cultivate continuous improvement practices.

• Design infrastructure for monitoring, alerting, and observability.

• Lead capacity planning efforts and shape the infrastructure roadmap.

• Communicate the health, risks, and roadmap of infrastructure to leadership and cross-functional teams.

• Provide support to product and engineering teams with infrastructure provisioning and troubleshooting.

• Manage relationships with vendors and cloud service providers.

• Mentor and develop operational staff.

⛳️ Requirements

• 8+ years in IT operations, infrastructure engineering, or site reliability roles.

• 5+ years in a leadership position managing technical teams with 5 or more direct reports.

• Demonstrated experience in operating mission-critical SaaS or healthcare platforms.

• Extensive knowledge of AWS, GCP, or Azure and infrastructure-as-code practices.

• Strong understanding of HIPAA compliance, security standards, and healthcare regulations.

• Experience in designing systems for 99.5%+ uptime and managing production incidents.

• Proven record of fostering automation-first operational cultures, conducting blameless postmortems, and achieving on-call excellence.

• Ability to establish processes from the ground up in a rapidly growing organization.

• Preferred experience with Docker, Kubernetes, and modern DevOps stacks.

• Background in healthcare, including EMR/EHR systems or telehealth platforms, is preferred.

• Experience in supporting machine learning or AI infrastructure at scale is preferred.

• Familiarity with database operations, replication, and backup/recovery strategies is preferred.

• Knowledge of healthcare data architecture and privacy regulations is preferred.

• Startup experience or a consulting background is preferred.

• Experience in evaluating or implementing AI/ML tools for operations is preferred.

• Track record of leveraging AI to enhance operational efficiency or decision-making is preferred.

• Must indicate whether visa sponsorship is required now or in the future.

🏝️ Benefits

• Medical, Dental, and Vision plans.

• Flexible Spending/Health Savings Accounts.

• Flexible PTO.

• 401(k) with Company Match.

• Life Insurance.

• Pet insurance.

• Flat organizational structure.

• Autonomy and empowerment to present ideas.