An Insight Global client is looking for a Director, Technology Operations. This role will report to the VP of Digital Technology and will be responsible for leading day to day technology operations associated with the mobile and web applications of their 7 different brands and Azure cloud infrastructure services. This role will be responsible for managing the offshore 3rd party team that serves as the front line L1 and L2 production/operations support. The Director, Technology Operations will serve as the point of escalation and MUST be comfortable with being on call. Examples of escalations include: security issues, apps or website is down, infrastructure issue, etc.
Expectations also include:
* Lead the day to day to technology operations associated with the Focus Brands' mobile applications and web sites and Azure cloud infrastructure services (API management, containers, databases, Kubernetes cluster, Front Door networking services etc.)
* Lead the Incident response and management processes, mobilizing subject matter advisors and resolving the incidents as quickly as possible to minimize interruptions to the business
* Manage the change management, problem management and blameless post-mortem processes
* Take the ownership of observability and work with the technology vendor's L1 and L2 support team in troubleshooting issues related to application/infrastructure
* Work with Infrastructure support team to assist in troubleshooting security and infrastructure-related issues
* Track and report the SLOs and error budgets and perform risk analysis of the production deployments
* Engage with 3rd party service providers during incident responses
* Identify the manual operational tasks and work with Site Reliability Engineering team to prioritize and automate them
* Ensure the resiliency of the applications and provide recommendations on high availability and disaster recovery architecture
* Creating and maintaining relationships with 3rd party technology vendors
- 10 years of experience in a hands on production support role
o Experience serving as the highest point of escalation for production support issues
o Experience managing offshore teams responsible for production support and incident management
o Experience creating and managing KPIs
o Experience with Incident response and management, problem management and Root Cause Analysis processes
- Experience with Azure cloud infrastructure services (API management, containers, databases, Kubernetes cluster, Front Door networking services etc.)
o Experience supporting Azure cloud platform and microservices (containers and Azure Kubernetes Service clusters)
o Experience with working with observability tools such as Azure monitor and Application Insights
o Ability to support Azure Content Delivery Network (CDN), Azure Front Door and Azure Web Application Firewall (WAF) services
o Understanding of CI/CD pipeline and automation
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.