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Director of Technical Operations

2 months ago

New York County New York, United States A Place For Mom Full time
About the Role

A Place For Mom is seeking a highly skilled and experienced Director of Technical Operations to lead our DevOps and Support teams. As a key member of our IT leadership team, you will be responsible for driving the development and implementation of our technical strategies, ensuring the delivery of high-quality support services, and maintaining the security and integrity of our systems.

Key Responsibilities
  • DevOps Management:
    • Lead and enhance DevOps practices, including CI/CD pipelines, automation, and infrastructure management
    • Oversee the creation of tools, services, and infrastructure that empower developers to build, deploy, and manage applications efficiently
    • Manage and optimize KPIs such as employee productivity, downtime, mean time to acknowledge, mean time to respond, time to resolution, and system availability (e.g. DORA metrics)
    • Collaborate with engineering teams on planning software rollouts, support escalations, and problem management
  • Cybersecurity:
    • Develop and implement cybersecurity strategies to protect against threats and ensure data integrity
    • Secure desktops, laptops, and applications
    • Document procedures and policies to formalize APFM compute policies and ensure compliance
  • End User Support:
    • Optimize desktop support processes to minimize downtime and increase productivity
    • Oversee the end user support function, ensuring prompt resolution of technical issues and enhancing user satisfaction
    • Provide a best-in-class employee onboarding experience, ensuring timely setup and smooth integration
  • Enterprise Support:
    • Manage enterprise support services, including internal systems, Google Admin, Exchange Online, and office networks
    • Manage inventory (desktops, laptops, monitors, cell phones, accessories) and software licenses for email, virus scanners, and productivity tools
    • Plan annual budgets for hardware, software, and personnel
  • Incident Management:
    • Manage incident management processes for both technical issues and security incidents
    • Implement effective crisis management to reduce system downtime, provide transparency, and address root causes to mitigate potential system issues
    • Develop and implement incident response plans, conduct post-incident reviews, and drive continuous improvement
  • Leadership and Strategy:
    • Provide leadership and mentorship to DevOps, support, and cybersecurity teams, fostering a culture of excellence and continuous improvement
    • Develop and execute strategic plans to align DevOps, support services, and cybersecurity with broader organizational goals
    • Build relationships with peers, customers, and cross-functional teams to ensure alignment and collaboration
  • Collaboration and Communication:
    • Engage with stakeholders at all levels to ensure effective communication and coordination of technical initiatives and support services
    • Provide regular updates on operational performance, incident status, cybersecurity posture, and strategic initiatives