Tech Operations & Reliability Director

Papa Johns; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

Papa Johns is seeking a Director of Technology Enablement to oversee the stability and performance of core technology operations across cloud, infrastructure, networks, and enterprise platforms. The role ensures highly available production environments, secure compliance, and disciplined processes with measurable outcomes.

The incumbent will lead cross-functional teams, drive incident management, change control, and operational governance while aligning cost, capacity, and risk management with

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• ITIL, CompTIA, or cloud certifications 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.
• Establish and manage daily operational health checks, system dashboards, and service reviews.
• Lead Major Incident Management (MIM) with defined escalation paths, communicator roles, 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 clear MTTA/MTTR targets for high-severity events.
• Oversee Root Cause Analysis (RCA) processes, ensuring corrective actions and preventative measures are completed.
• Track incident trends, repeat failures, and configuration drift.
• Oversee problem-management routines and drive long-term stability improvements.
• Manage real-time operations dashboards: availability, latency, saturation, capacity, and error rates.
• Ensure proactive alerting, threshold tuning, false-positive reduction, and early-warning detection.
• Run weekly operations review meetings with service owners using KPI-driven analysis.
• Drive capacity monitoring across cloud and data center environments (compute, storage, network).
• Ensure patching schedules, backup success rates, restore testing, and disaster recovery drills are consistently executed.
• Govern configuration management, standard builds, and environment consistency across dev/test/prod.
• Manage provisioning, resource tagging, lease expiration, cost monitoring, and capacity allocation.
• Maintain operational hygiene: certificate renewals, OS lifecycle management, etc.
• Add operational POV to all architectural, networking, storage, and information lifecycle management elements.
• Own operational controls related to security, compliance, and audit readiness.
• Ensure completion of vulnerability remediation cycles, compliance evidence, and operational control testing.
• Maintain DR runbooks, RTO/RPO compliance, and oversee DR failover exercises.
• Maintain asset inventories, CMDB accuracy, and configuration baselines.
• Lead technology FinOps practice to streamline and maximize our annual budgetary commitments and vendor partnerships.
• Manage shift scheduling, on-call rotations, follow-the-sun support models, and operational staffing levels.
• Ensure operational training, certification, and cross-skilling of team members.
• Run operational playbook updates, SOP reviews, and continuous improvement initiatives.

Skills

Leadership

Incident Management

SRE/DevOps

Cloud & Infrastructure

SLA/OLA Governance

Education

Bachelor’s degree in IT/CS

ITIL/CompTIA or cloud certifications

Proven IT operations experience

Job description

Papa Johns is seeking a Director of Technology Enablement to oversee the stability and performance of core technology operations across cloud, infrastructure, networks, and enterprise platforms. The role ensures highly available production environments, secure compliance, and disciplined processes with measurable outcomes.

The incumbent will lead cross-functional teams, drive incident management, change control, and operational governance while aligning cost, capacity, and risk management with