Director, IT Operations

Responsibilities

• Lead a global team of 10+ resources covering help desk services, facility management, SOC policy enforcement, and asset management.
• Design and oversee infrastructure architecture supporting 99.5%+ uptime in a healthcare SaaS environment.
• Deliver help desk services meeting a 95% response and resolution SLA.
• Co-own incident management, escalation protocols, and post-incident reviews.
• Manage infrastructure spending and cloud resource optimization.
• Lead technical standardization across development, security, and product teams.
• Identify and implement AI/ML tools for predictive alerting, anomaly detection, root-cause analysis, and operational automation.
• Define operational requirements for AI model deployment, monitoring, and governance.
• Establish observability and alerting standards for AI systems at scale.
• Build operational runbooks and playbooks for safe, rapid experimentation.
• Partner with Security on SOC 2, HIPAA, and state healthcare compliance.
• Manage access control, secrets management, and least-privilege architectures.
• Own disaster recovery and business continuity planning.
• Lead quarterly compliance audits and remediation workflows.
• Establish SLAs/SLOs and own service performance.
• Design monitoring, alerting, and observability infrastructure.
• Lead capacity planning and infrastructure roadmaps.
• Communicate infrastructure health, risks, and roadmaps to leadership and cross-functional teams.
• Support product and engineering teams with infrastructure provisioning and troubleshooting.
• Manage vendor and cloud-provider relationships.
• Mentor and develop operational staff.

Required Qualifications

• 8+ years of experience in IT operations, infrastructure engineering, or site reliability.
• 5+ years in a leadership role managing technical teams, including 5+ direct reports.
• Experience operating mission-critical SaaS or healthcare platforms.
• Deep expertise with AWS, Google Cloud, or Azure and infrastructure as code.
• Strong understanding of HIPAA compliance, security baselines, and healthcare regulations.
• Experience designing systems for 99.5%+ uptime and handling production incidents.
• Track record of building automation-first operational cultures, blameless postmortems, and effective on-call practices.
• Ability to build processes from scratch in a fast-growing organization.

Preferred Qualifications

• Experience building IT organizations in early-stage or hypergrowth companies.
• Hands-on experience with Docker, Kubernetes, and modern DevOps stacks.
• Healthcare experience, including EMR/EHR systems or telehealth platforms.
• Experience supporting machine learning or AI infrastructure at scale.
• Familiarity with database operations, replication, and backup/recovery strategies.
• Knowledge of healthcare data architecture and privacy requirements.
• Startup or consulting experience.
• Experience evaluating or implementing AIOps and other AI/ML operations tooling.
• Track record of using AI to improve operational efficiency or decision-making.

Compensation and Benefits

• Medical, dental, and vision plans.
• Flexible spending and health savings accounts.
• Flexible paid time off.
• 401(k) with company match.
• Life insurance, pet insurance, and other benefits.