Director, IT Operations
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Job Description
Director leading IT operations, service reliability, security, and support for a technology company. Owning change governance, incident response, monitoring, compliance, vendors, and team development.
Responsibilities:
- Own the day-to-day delivery, reliability, and security of the company's IT environment
- Own enterprise change management policies, workflows, approval gates, audit trails, and documentation
- Chair the Change Advisory Board and facilitate risk review, implementation readiness, rollback planning, and change approval
- Lead the IT service desk and end-user support function, including SLA targets and continuous improvement
- Oversee employee onboarding/offboarding, device provisioning, access management, and lifecycle support
- Develop a tiered Tier 1 through Tier 3 support structure with clear escalation paths
- Own the full incident lifecycle, including detection, triage, escalation, communication, resolution, and post-incident review
- Coordinate cross-functional response for Sev 1 and Sev 2 incidents, including executive communication and bridge facilitation
- Drive root cause analysis, corrective action tracking, and closure for high-severity events
- Establish monthly, quarterly, and annual availability, outage, and trend reporting for senior leadership
- Oversee 24x7 monitoring, alerting, and operations across production and corporate environments
- Own the monitoring and observability stack and ensure detection coverage, alert quality, and on-call effectiveness
- Partner with engineering and infrastructure teams on operational readiness of new services
- Partner with Security, Risk, and Compliance teams on SOC, PCI, and audit readiness
- Enforce access controls, change controls, and operational security standards
- Serve as operational point of contact for auditors, evidence gathering, and control attestation
- Manage hardware, software, and managed service vendor relationships
- Oversee IT asset lifecycle, procurement forecasting, license management, and cost accountability
- Build, lead, coach, and develop a multifunctional IT operations team
- Set performance standards, mentor staff, create career growth paths, and foster accountability, documentation, and continuous improvement
Requirements:
- 10+ years of progressive IT experience, with at least 5 years in IT operations leadership or management
- Demonstrated ownership of a formal change management program, including CAB chairmanship and audit accountability
- Strong track record managing 24x7 operations, incident response, and SLA driven service delivery
- Experience supporting SOC, PCI, or comparable audit frameworks with measurable compliance outcomes
- Hands-on familiarity with modern monitoring, ticketing, and collaboration tooling, including Splunk, Datadog, PagerDuty, Site24x7, Jira, and Confluence
- ITIL-aligned understanding of Incident, Change, and Problem Management
- Proven ability to build process structure from the ground up and translate operational data into executive-level reporting
- Excellent written and verbal communication with engineers, auditors, and senior leadership
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