Director, Tech Enablement

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

📋 Description

• Take full operational responsibility for production systems, platforms, and services around the clock.

• Develop operational health checks, dashboards, and conduct service reviews.

• Lead Major Incident Management while maintaining escalation paths and detailed playbooks.

• Preserve runbooks, failover plans, and operational procedures.

• Oversee Tier 1–3 operational support teams across infrastructure, cloud, network, SRE/DevOps, and application operations.

• Implement SLA/OLA frameworks and supervise ITSM service desk workflows.

• Guarantee operational readiness for new applications, releases, and infrastructure deployments.

• Manage change, release, deployment, maintenance calendar, and rollback processes.

• Monitor incident trends, perform Root Cause Analysis, and enhance problem management and stability improvements.

• Supervise monitoring, observability, alerting, dashboards, and operational analytics.

• Propel capacity monitoring across cloud and data center environments.

• Ensure processes for patching, backups, restore testing, disaster recovery drills, and consistency of environments.

• Oversee configuration management, resource provisioning, tagging, cost monitoring, and operational hygiene.

• Contribute an operational perspective to architecture, networking, storage, and information lifecycle management.

• Manage security, compliance, audit-readiness, vulnerability remediation, and operational control activities.

• Maintain disaster recovery runbooks, ensure RTO/RPO compliance, keep asset inventories, CMDB accuracy, and configuration baselines.

• Lead technology FinOps to refine budget commitments and strengthen vendor partnerships.

• Handle shift scheduling, on-call rotations, follow-the-sun support, staffing, training, certification, and cross-skilling.

• Drive updates to playbooks, review SOPs, and lead continuous improvement initiatives.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.

• Preferred relevant certifications include ITIL, CompTIA, or cloud certifications from AWS, Azure, or Google.

• Proven track record in IT operations, service management, or infrastructure support.

• Strong comprehension of SLOs/SLAs and best practices in incident management.

• Familiarity with change management, patch management, and vulnerability remediation.

• Capability to monitor and assure service availability in line with SLO/SLA requirements.

• Proficiency in detecting, triaging, and resolving incidents while minimizing MTTD/MTTR.

• Experience in implementing and tracking changes, along with analyzing change success rates.

• Skills in root cause analysis.

• Experience in managing patch compliance and handling vulnerability remediation.

• Proficiency in coordinating and validating backups and conducting disaster recovery tests.

• Ability to optimize operational costs and manage cloud/infrastructure expenditures.

• Competence in fulfilling service requests and maintaining accurate runbooks, SOPs, diagrams, and CMDB documentation.

• Ability to plan for compute-capacity growth and expansion needs.

• Must meet U.S. employment eligibility requirements through E-Verify and comply with Right to Work regulations.

🏝️ Benefits

• Full-time employment.

• Equal opportunity and affirmative action employer.

• Participation in E-Verify and compliance with Right to Work regulations.