# Director, IT Operations

**Company:** [OpenLoop](https://hotfix.jobs/companies/openloop)
**Location:** Remote
**Role:** IT Support
**Experience:** 8+ years
**Skills:** AWS, GCP, Azure, Infrastructure As Code, Docker, Kubernetes, AI/ML, Observability, Incident Management, HIPAA, SOC 2, Disaster Recovery, Database Replication, Backup And Recovery, Site Reliability
**Posted:** 2026-09-10

> Leads global IT operations and infrastructure for a healthcare SaaS platform, overseeing reliability, help desk services, compliance, cloud optimization, and AI-enhanced operations. Requires 8+ years of relevant experience and 5+ years managing technical teams.

## Job Description

## 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.

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