Director, IT Operations

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

📋 Description

• Take charge of the daily delivery, reliability, and security of the organization's IT environment.

• Manage enterprise change management policies, workflows, approval gates, audit trails, and documentation.

• Lead the Change Advisory Board and facilitate risk evaluations, implementation readiness, rollback planning, and change approvals.

• Oversee the IT service desk and end-user support operations, including SLA targets and ongoing improvements.

• Supervise employee onboarding and offboarding, device provisioning, access management, and lifecycle support.

• Create a tiered support structure ranging from Tier 1 to Tier 3 with clearly defined escalation paths.

• Manage the entire incident lifecycle, encompassing detection, triage, escalation, communication, resolution, and post-incident analysis.

• Coordinate cross-functional responses for Sev 1 and Sev 2 incidents, ensuring effective executive communication and bridge facilitation.

• Lead root cause analysis, track corrective actions, and ensure closure for high-severity events.

• Generate monthly, quarterly, and annual reports on availability, outages, and trends for senior leadership.

• Oversee 24/7 monitoring, alerting, and operations for both production and corporate environments.

• Manage the monitoring and observability stack, ensuring detection coverage, alert quality, and on-call effectiveness.

• Collaborate with engineering and infrastructure teams to ensure operational readiness for new services.

• Work with Security, Risk, and Compliance teams to maintain SOC, PCI, and audit readiness.

• Enforce access controls, change controls, and operational security standards.

• Act as the operational point of contact for auditors, facilitating evidence gathering and control attestation.

• Manage relationships with hardware, software, and managed service vendors.

• Oversee the IT asset lifecycle, including procurement forecasting, license management, and cost accountability.

• Build, lead, coach, and develop a multifunctional IT operations team.

• Establish performance standards, mentor team members, create career development paths, and promote accountability, documentation, and continuous improvement.

⛳️ Requirements

• Over 10 years of progressive IT experience, with a minimum of 5 years in IT operations leadership or management roles.

• Proven track record in managing a formal change management program, including chairing the Change Advisory Board and ensuring audit accountability.

• Strong experience in managing 24/7 operations, incident response, and service delivery driven by SLAs.

• Experience in supporting SOC, PCI, or similar audit frameworks, achieving measurable compliance outcomes.

• Hands-on experience with modern monitoring, ticketing, and collaboration tools, such as Splunk, Datadog, PagerDuty, Site24x7, Jira, and Confluence.

• ITIL-aligned understanding of Incident, Change, and Problem Management processes.

• Demonstrated ability to construct process structures from scratch and translate operational data into reports suitable for executive-level review.

• Exceptional written and verbal communication skills with engineers, auditors, and senior leadership.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career growth.

• Flexible work arrangements and a supportive team environment.