Director of Technical Operations

American Workforce Solutions; United States; Remote; USD 210,000 - 320,000; Full time

Job summary

American Workforce Solutions is seeking a Director of Technology Operations to drive reliability and security across telecom, wellness, and enterprise platforms. You will lead SRE, DevOps, NOC, and Corporate IT, owning 24/7 uptime and platform performance in a remote US setup.

The ideal candidate has a deep telecom operations background in high-availability environments, strong data analytics, and executive communication skills to influence engineering decisions while maintaining rigorous

Qualifications

• Bachelor's degree required in technology, engineering or business discipline.
• 10+ years in infrastructure/telecom ops with senior leadership.
• Strong data analytics to identify systemic risks and optimizations.
• Experience with high-availability telecom platforms.
• Excellent executive communication and budgeting skills.

Responsibilities

• Lead SRE, DevOps, NOC, Help Desk, Corporate IT and Security (~40 staff).
• Own end-to-end reliability including SLIs/SLOs and uptime targets.
• Drive incident response, change management and RCA processes.
• Define production readiness standards and monitoring strategy.
• Partner with Engineering and Product on architecture and scalability.
• Provide executives with status updates and risk mitigations.

Skills

Data-driven ops

SRE/NOC/DevOps leadership

Cloud architecture

Observability

Executive communication

Education

Bachelor's degree (Tech/Eng or business)

Tools

NetScout

Datadog

Job description

Title: Director of Technology Operations

Reports To: Chief Information & Technology Officer

Location: Remote (US)

Level: Director to Senior Director.

Team Size: Approximately 40 across DevOps, network engineering, NOC, Help Desk and Corporate IT

Position Summary

Our client, a telecommunications and connected-care technology company, is seeking a data-driven, operationally rigorous Director of Technology Operations to take the platform from 99.9% availability toward five nines (99.999%). This leader owns Technology Operations, Site Reliability Engineering (SRE), Corporate IT and Security, and is accountable for the reliability, performance, security and scalability of the company's telecommunications, wellness and enterprise platforms.

The ideal candidate has deep telecommunications operations experience in high-availability production environments. They continuously analyze service health trends, investigate deviations early (good or bad), and drive disciplined, root-cause-based improvement. They are comfortable asking hard questions, raising risks early and transparently, and challenging engineering to prove operational readiness before new services go live.

This is the executive's right hand for operations: a leader who sets structure, enforces accountability, and builds a culture where uptime, security, documentation and monitoring are non-negotiable.

What You Will Do

• Lead SRE, DevOps, NOC, Help Desk, Corporate IT and Security (roughly 40 people), setting a culture of operational excellence, accountability and continuous improvement; evaluate the team and reshape the management structure as needed.
• Own end-to-end reliability and observability across telecommunications (VoIP, SIP, carrier integrations), IoT, wellness and enterprise platforms, defining and managing SLIs/SLOs, uptime targets and performance benchmarks.
• Analyze platform metrics and raw operational data to spot emerging risks and trends, open early investigations into anomalies, lead structured root cause analysis, and drive critical issues to resolution quickly.
• Ensure 24/7 service reliability through disciplined incident, problem and change management consistent with mature SRE organizations.
• Set and enforce production readiness standards: no new service or feature is approved without documentation, monitoring plans, alerting thresholds, runbooks, security review and capacity planning.
• Partner with, and constructively challenge, Engineering and Product on architecture, scalability assumptions and monitoring strategy.
• Drive ticket management and prioritization: proper triage, SLA adherence, escalation discipline, and immediate attention to P1 issues, with visibility across ticket creation and updates organization-wide.
• Provide executive-level updates on operational status, current work and next steps, raising risks early with data-backed assessments and recommended mitigations.
• Implement and oversee modern monitoring and log ingestion, including AI-powered log analysis, using tools such as NetScout and Datadog, with meaningful budget behind the effort.
• Manage and optimize cloud infrastructure across AWS and Azure, balancing performance, availability, security and cost.
• Lead Corporate IT and Security: policy development, access controls, endpoint management, application curation and system lockdown, regulatory compliance, vulnerability management and risk mitigation.
• Establish ITIL/ITSM-aligned service management across enterprise SaaS platforms (Salesforce, Azure DB, collaboration tools and more), and formalize internal process, procedure, logging and data practices.
• Develop and execute annual operational plans and budgets that align infrastructure investment with growth and reliability goals.
• Build strong relationships with cloud providers, telecommunications partners and critical vendors to ensure performance, support and cost optimization.

Qualifications

• Bachelor's degree in Technology, Engineering or a business-related discipline.
• 10+ years of progressive experience in infrastructure, telecommunications operations or production technology environments, including Senior Director or VP-level leadership.
• Strong statistical and data analysis skills, with a track record of using operational data and trend analysis to find systemic risks, performance degradation and optimization opportunities. This is the highest-priority qualification.
• A naturally investigative approach: the ability to ask probing questions and dig into root causes rather than accept surface answers.
• Hands-on operational experience supporting high-availability telecommunications platforms (VoIP, SIP, carrier integrations, contact center systems) in 24/7 environments, including a working understanding of how telecom services route to customer support.
• Experience leading or working within SRE, NOC or production operations teams with direct accountability for uptime, incident response and SLA performance.
• Experience leading multi-tiered teams of 40+ professionals across SRE, DevOps, NOC, Help Desk and infrastructure engineering.
• 5+ years of cloud experience (AWS, Azure or GCP), including cloud architecture, infrastructure-as-code, automation and service monitoring.
• Proven ability to design and implement observability frameworks: metrics, alerting, logging and performance dashboards.
• Experience implementing structured change management and production readiness reviews to prevent service disruption.
• Experience overseeing Corporate IT and Security, including compliance frameworks such as CCPA, CPNI, FCC (Title 47, Part 64), PCI, NIST or similar.
• Strong analytical, budgeting and financial management skills, balancing cost discipline with operational resilience.
• Executive presence and polished communication: able to influence decisions with data-driven reasoning, challenge engineering decisions, and keep a collaborative but appropriately skeptical relationship with technical teams.
• Discretion, sound judgment under pressure, and the ability to maintain confidentiality.
• Willingness to work flexible hours as needed to support production operations.

Preferred

• Experience with modern monitoring and log ingestion tools such as NetScout and Datadog.
• Familiarity with AI and machine learning tools for operational visibility and log analysis.
• Experience implementing security lockdown and application curation.
• ITIL certification or equivalent experience.
• Functional knowledge of contact center technologies (Salesforce, Jira, InContact or similar).

Why This Role

• Transform platform reliability from 99.9% to five nines (99.999%), a major, visible operational improvement.
• Authority to implement modern monitoring and AI-powered log ingestion with a substantial annual tooling budget.
• Lead a large, diverse team of about 40 across multiple critical infrastructure domains, with the autonomy to evaluate and reshape the management structure.
• Real strategic influence over technology decisions, including the ability to challenge engineering and approve or reject new service rollouts.
• Direct partnership with executive leadership as the right hand for technology operations.

100% remote; the work environment is at home. Occasional travel for in-person meetings may be required during the interview process.