Director of Technical Operations

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

📋 Description

• Take ownership of Deque’s AWS production infrastructure, which is defined as code and deployed through pipelines managed by the team.

• Spearhead practices related to availability, performance, capacity, observability, alerting, and service level objectives (SLOs).

• Lead major incident management and conduct blameless postmortems to ensure all action items are addressed.

• Oversee backup, disaster recovery, business continuity, restore procedures, and recovery objectives.

• Manage visibility into AWS costs and implement ongoing savings initiatives.

• Drive the team towards achieving 99.99% uptime, excluding scheduled maintenance and upgrades.

• Oversee release processes with gates and document all modifications.

• Administer and integrate various business systems including Jira, GitHub, ZenHub, Artifactory, Keycloak, Zendesk, among others.

• Manage vendor relationships, renewals, contract negotiations, and system consolidation efforts.

• Collaborate with the Security team to oversee identity and access management.

• Handle employee laptops and facilitate onboarding and offboarding processes for relevant systems.

• Install and upgrade Deque products in client environments while creating repeatable tools and documentation.

• Maintain the operational aspects of ISO-27001 certification, including controls, evidence collection, and audit responses.

• Fulfill service level agreements (SLA) regarding vulnerability remediation.

• Support initiatives driven by the Director of Security.

• Uphold GDPR-compliant data handling practices.

• Recruit, develop, and retain a systems operations team across multiple locations, currently including the US and India.

• Enhance team capabilities through automation and improved tooling.

• Create runbooks, change management protocols, and operational standards.

• Ensure accessibility of selected internal tools and administrative interfaces.

• Formulate a governed, practical strategy for incorporating AI into operations.

• Participate in weekend on-call coverage alongside the team.

• Submit a resume and cover letter detailing interest, alignment with core values, and unique attributes.

⛳️ Requirements

• Over 7 years of experience in infrastructure, SRE, or IT operations with progressively increasing responsibilities.

• A minimum of two years in a leadership role overseeing engineers.

• Extensive hands-on AWS experience within the last 18-24 months.

• Proficiency in infrastructure as code in a production environment utilizing Terraform, CloudFormation, CDK, or similar tools.

• Experience with container technologies and orchestration tools such as EKS, ECS, Docker, and Kubernetes.

• Proven experience in building or significantly reconstructing CI/CD pipelines.

• Familiarity with observability and incident response practices, including instrumentation, alerting, on-call procedures, and postmortems.

• Background in an organization with an active customer base and support functions.

• Working knowledge of GDPR requirements related to infrastructure and data management.

• Ability to communicate clearly with non-technical audiences, including in executive reporting and creating dashboards.

• Experience with FedRAMP or StateRAMP is preferred.

• Familiarity with SOC 2 Type II, VPAT / Section 508 / EN 301 549, or US state privacy regulations (CCPA/CPRA) is preferred.

• Experience in deploying and supporting software in environments controlled by customers is preferred.

• A background in accessibility, assistive technology, or disability inclusion is preferred.

• Hands-on experience with Google Cloud or Azure is preferred.

• Submission of a resume and cover letter is required.

• Successful completion of reference and background checks is mandatory.

🏝️ Benefits

• Follow-the-sun weekday coverage.

• Weekend on-call limited to scheduled upgrades and true emergencies.

• Access to Deque University procurement courses to assist employees in becoming proficient in accessibility evaluations.

• Equal Employment Opportunities.

• Reference and background checks.