Director, Tech Enablement & Platform Reliability

Papa Johns; Michigan; On-site; USD 140,000 - 230,000; Full time

Job summary

Papa John’s is seeking a Director of Technology Enablement to oversee daily production stability across cloud, infrastructure, networks, and enterprise platforms. You will ensure high availability, security, and compliance while driving repeatable, measurable outcomes.

Serve as SME liaison across Technology and Infrastructure, guiding architecture, SRE/DevOps, and site reliability after deployments. You will lead incident response, runbooks, and CAB sessions; manage Tier 1-3 ops teams; enforce

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Relevant certifications such as ITIL, CompTIA, or cloud platform certifications (AWS, Azure, or Google Cloud) preferred.
• Proven experience in IT operations, service management, or infrastructure support.
• Strong understanding of SLOs/SLAs and incident management best practices.
• Experience with change management, patch management, and vulnerability remediation.

Responsibilities

• Own 24/7 operational responsibility for all production systems, platforms, and services.
• Establish and manage daily operational health checks, system dashboards, and service reviews.
• Lead Major Incident Management (MIM) with defined escalation paths and incident commander playbooks.
• Maintain runbooks, failover plans, and operational procedures for all critical services.
• Manage Tier 1-3 operational support teams across infrastructure, cloud, network, SRE/DevOps, and application operations.
• Execute on SLA/OLA frameworks and enforce response/resolution timelines.
• Oversee service desk operations including ITSM workflows (incidents, requests, changes, problems, knowledge).
• Ensure operational readiness for new applications, releases, or infrastructure deployments.
• Help lead the Change Advisory Board (CAB) weekly sessions and enforce change management guardrails.
• Ensure controlled release pipelines, deployment windows, rollback procedures, and post-change validation steps.
• Maintain a controlled maintenance calendar coordinating across all service owners.
• Enforce MTTA/MTTR targets and oversee RCA processes for corrective actions.
• Track incident trends, config drift, and long-term stability improvements.
• Manage capacity monitoring across cloud and data center environments.

Skills

Service reliability

Incident management

Root cause analysis

Change management

Disaster recovery

FinOps

Education

Bachelor's degree in IT or related field

ITIL/CompTIA/cloud certs preferred

Job description

Papa John’s is seeking a Director of Technology Enablement to oversee daily production stability across cloud, infrastructure, networks, and enterprise platforms. You will ensure high availability, security, and compliance while driving repeatable, measurable outcomes.

Serve as SME liaison across Technology and Infrastructure, guiding architecture, SRE/DevOps, and site reliability after deployments. You will lead incident response, runbooks, and CAB sessions; manage Tier 1-3 ops teams; enforce