Director of Technical Operations
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Job Description
Director leading hands-on AWS infrastructure, reliability, security, and IT operations at Deque. Scaling systems operations for a web accessibility software and services company.
Responsibilities:
- Own Deque’s AWS production infrastructure, defined as code and deployed through team-owned pipelines
- Lead availability, performance, capacity, observability, alerting, and SLO practices
- Command major incidents and run blameless postmortems that close action items
- Own backup, disaster recovery, business continuity, restore procedures, and recovery objectives
- Manage AWS cost visibility and ongoing savings initiatives
- Lead the team toward 99.99% uptime, excluding planned maintenance and upgrades
- Manage releases with gates and document all changes
- Administer and integrate Jira, GitHub, ZenHub, Artifactory, Keycloak, Zendesk, and other business systems
- Manage vendors, renewals, contract negotiations, and system consolidation
- Oversee identity and access management in partnership with Security
- Manage employee laptops and onboarding/offboarding for in-scope systems
- Install and upgrade Deque products in customer environments and create repeatable tooling and documentation
- Maintain the operations side of ISO-27001 certification, including controls, evidence, and audit response
- Meet SLA commitments for vulnerability remediation
- Support initiatives led by the Director of Security
- Maintain GDPR-consistent data handling practices
- Hire, develop, and retain a systems operations team across multiple locations, currently including the US and India
- Scale team capabilities through automation and stronger tooling
- Establish runbooks, change management, and operational standards
- Ensure accessibility of selected internal tools and administrative interfaces
- Develop a governed, practical plan for using AI in operations
- Participate in weekend on-call coverage alongside the team
- Submit a resume and cover letter explaining interest, alignment with core values, and differentiating attributes
Requirements:
- 7+ years in infrastructure, SRE, or IT operations with steadily growing responsibility
- At least two years leading engineers
- Deep hands-on, recent (last 18-24 months) AWS experience
- Infrastructure as code in production using Terraform, CloudFormation, CDK, or similar
- Experience with containers and orchestration: EKS, ECS, Docker, Kubernetes
- Experience building or substantially rebuilding CI/CD pipelines
- Experience with observability and incident response, including instrumentation, alerting, on-call practice, and postmortems
- Experience in an organization with an active customer base and support function
- Working knowledge of GDPR obligations affecting infrastructure and data handling
- Clear communication with non-technical audiences, including executive reporting and dashboards
- FedRAMP or StateRAMP experience preferred
- SOC 2 Type II, VPAT / Section 508 / EN 301 549, or US state privacy regimes (CCPA/CPRA) experience preferred
- Experience deploying and supporting software in customer-controlled environments preferred
- Background in accessibility, assistive technology, or disability inclusion preferred
- Google Cloud or Azure hands-on experience preferred
- Resume and cover letter required
- Must complete reference and background checks
Benefits:
- Follow-the-sun weekday coverage
- Weekend on-call limited to planned upgrades and genuine emergencies
- Deque University procurement courses to help employees get up to speed on accessibility evaluations
- Equal Employment Opportunities
- Reference and background checks
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