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Technical Operations Lead

2 months ago

Chicago Illinois, United States Epsilon Full time
About the Role

We are seeking a highly skilled Technical Operations Lead to join our team at Epsilon. As a key member of our operations team, you will be responsible for ensuring the reliability and stability of our production systems, environments, and offerings.

Key Responsibilities
  • Establish and manage operational practices to ensure the design, implementation, and operation of a support model that meets our future needs.
  • Implement proactive solutions for incident and problem detection, response, and remediation, and continuous improvement.
  • Own the operational integrity of all production environments.
  • Adopt a "Measure Everything" approach to ensure that internal service level objectives and customer service level agreements are exceeded, including executive-level reporting on operational health metrics.
  • Own incident management processes and on-call response.
  • Take ownership of complex issues related to performance, reliability, and scalability and lead the resolution of serious incidents and events, including communications with customers and wider stakeholders.
  • Uphold processes and procedures to manage change across production platforms.
  • Provide insight and expertise on how customers will perceive changes or impacts to customers to drive customer organization change management and communication.
  • Empower delivery teams to release new products, features, updates, and fixes quickly, while ensuring platforms remain reliable and stable.
  • Work with the wider Engineering, Product, Delivery, and Security teams to ensure that appropriate attention is given to production/system reliability.
  • Establish operational practices in conjunction with the Product and Engineering teams.
  • Provide delivery status information on system reliability initiatives to the IT Leadership Team and additional stakeholders.
  • Execute Service Management processes, including Change, Config, Service Level, Performance, Incident, and Problem Management, to deliver a high level of support and system availability.
  • Leverage industry standards and best practices for improving service levels and performance.
  • Uphold customer support standards in line with Service Level Agreements.
  • Ensure SLAs and KPIs are met to the best of your ability, with particular focus on first-level response times, escalation paths, and resolution times.
  • Uphold the IT Service and Support workflow, with a particular focus on ensuring best-in-class customer experience.
  • Deliver support and service solutions for the Group in line with industry best practice.
  • Work as a team to ensure all SLAs and practices are well-defined, documented, and consistently applied/adhered to provide premium customer support services.
  • Identify the capabilities needed to meet the current and emerging business needs of a significant function.
  • Evaluate current capabilities, identify gaps, and prioritize development activities.
  • Embed personal development and the fulfillment of personal potential in the culture of the organization.
  • Build capabilities elsewhere in the organization through mentoring and other informal methods.
  • Discuss and recommend more complex or innovative technical developments to improve the quality of software and supporting infrastructure to better meet users' needs.
  • Maintain an understanding of current technology, database management, reliability practices, and future trends through ongoing education, conference attendance, and industry press.
  • Ensure all processes and procedures are documented for ease of continuous improvement activities.
  • Proactively identify new opportunities to drive improvements and simplification of our overall technology solutions.
  • Develop own capabilities by participating in assessment and development planning activities, as well as formal and informal training and coaching.
  • Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
About You

We are looking for a highly skilled and experienced Technical Operations Lead who can lead our operations team and ensure the reliability and stability of our production systems, environments, and offerings.

You will have a strong background in operations, ITIL, cloud services, IT infrastructure, and operations, with experience in managing high-performance technical teams and leading service delivery initiatives.

You will be able to do your best work in a team setting and autonomously, with well-developed interpersonal and problem-solving skills.

You will be proud to share in the team's success and want to grow a career with a great company.

Requirements
  • Bachelor's degree or equivalent practical experience required.
  • Google Cloud Architect or Engineer certification preferred.
  • Strong people leadership skills with at least a year in leading and driving high-performance technical teams.
  • Operations teams within enterprise environments with knowledge of DevOps, ITIL, Cloud Services, IT Infrastructure, and Operations supporting and maintaining production and development environments and building cloud services that are secure, reliable, scalable, and observable.
  • Experience implementing and managing logging, monitoring, and alerting frameworks.
  • Knowledge and experience of establishing deployment and automation pipelines.
  • Expertise with ITSM principles.
  • Excellent communications and written skills, and the ability to talk about technology intelligently and passionately to all levels of an organization, including developers, architects, and senior management.
  • Past establishing support strategies to support SaaS or cloud-based backends with a particular focus on APM deployment (such as Dynatrace or other monitoring tools).
  • Experience with establishing service delivery strategies that align to new ways of work methods, including Agile.
  • Understanding of international requirements relating to data/information security.
  • Experience in the design, development, and management of commercial technology contracts, technical service level agreements, and KPIs.
  • Experience of managed/outsourced services, commercial partners that have added intrinsic value to an organization.
  • Extensive knowledge of development or co-development of IT strategy relating to security protocols, processes, policies, and standards relating to information security.
  • Experience of managing, inspiring, engaging, and motivating a team and colleagues to achieve excellent results in a customer and user-focused environment.
  • Experience in managing strategic change in a dynamic operating environment.
  • Experience of procurement of outsourced technology services and managed technical services working across complex boundaries.
  • Proven experience leading a team of multi-disciplinary IT professionals in Service management within a blended or hybrid delivery model.
  • Demonstrated experience in influencing service partners to adapt and buy into changes for successful implementation and delivery of services.
  • Experience of establishing and delivering IT support services in a high-availability (HA) environment, such as 24/7 operations.