Director of Technology Operations Job at Zeektek

Job Description

The Director of Technology Operations oversees Technology Operations, Site Reliability Engineering (SRE), Corporate IT, and Security. This leader is an expert and accountable for the reliability, performance, security, and scalability of our telecommunications and enterprise platforms. This leader brings deep experience in telecommunications operations and high-availability production environments. They are metric-driven and intellectually curious — who continuously analyze service health trends, investigate deviations early (positive or negative), and drive disciplined, root-cause-based improvement. This leader is comfortable asking difficult questions, raising risks early and transparently, and partnering cross-functionally to ensure operational readiness before new services are introduced into production. They establish structure, enforce accountability, and build a culture where uptime, security, documentation, and monitoring are non-negotiable.

Job Responsibility

Lead SRE, DevOps, NOC, Help Desk, Corporate IT, and Security functions, establishing a culture of operational excellence, accountability, and continuous improvement
Own end-to-end reliability and observability across telecommunications (VOIP, SIP, carrier integrations), IoT, and enterprise platforms, defining and managing SLIs/SLOs, uptime targets, and performance benchmarks
Define, implement, and enforce SLIs/SLOs aligned to >99.99% uptime, with a measurable roadmap toward five-nines reliability
Continuously analyze operational metrics and performance trends to identify emerging risks and opportunities. Initiate early investigations into anomalies, lead structured root cause analysis, and implement systemic corrective actions
Ensure 24/7 service reliability through disciplined incident management, problem management, and change control processes consistent with mature SRE organizations
Lead disciplined incident management, escalation, problem management, and structured post-incident reviews with permanent corrective actions
Reduce incident frequency and mean time to resolution (MTTR) through systemic improvement
Establish and enforce production readiness standards for new services and features, requiring appropriate documentation, monitoring plans, alerting thresholds, runbooks, security reviews, and capacity planning prior to deployment
Partner with Engineering and Product teams to evaluate architectural decisions, scalability assumptions, and monitoring strategies, ensuring operational sustainability
Lead cloud infrastructure strategy and execution across AWS and Azure environments
Manage and optimize cloud infrastructure across AWS and Azure, balancing performance, availability, security, and cost efficiency
Implement automation, infrastructure-as-code, and continuous operational improvement practices
Oversee Corporate IT and Security operations, including policy development, access controls, endpoint management, regulatory compliance, vulnerability management, and risk mitigation
Ensure compliance with telecommunications and data protection frameworks including CPNI, FCC Title 47 Part 64, CCPA, NIST, PCI, and related standards
Establish and maintain IT service management processes aligned with industry best practices (ITIL/ITSM), ensuring high service quality across enterprise SaaS platforms (Salesforce, Azure DB, collaboration tools, etc.)
Develop and execute annual operational plans and budgets, aligning infrastructure investments with business growth and reliability objectives
Build strong relationships with cloud providers, telecommunications partners, and critical service vendors to ensure performance, support, and cost optimization
All other duties as assigned

Requirements

Bachelor's degree in Technology, Engineering, or Business-related discipline is required. Equivalent combinations of education and relevant experience will be considered
A minimum of 10+ years of progressive experience in infrastructure, telecommunications operations, or production technology environments supporting high-availability telecommunications platforms (VOIP, SIP, carrier integrations, contact center systems) in 24/7 environments with direct accountability for uptime, incident response, and SLA performance is required
5+ years of cloud computing experience (AWS, Azure, or GCP), including hands-on knowledge of cloud architecture, infrastructure-as-code, automation, and service monitoring
A minimum of 6+ years of experience leading people or teams is required. This includes accountability for performance, development, and delivery of results aligned with organizational objectives
Proven experience leading multi-tiered teams (30+ professionals), including SRE, DevOps and NOC
Proven ability to design and implement observability frameworks, including metrics, alerting, logging, and performance dashboards
Demonstrated experience using operational data and trend analysis to identify systemic risks, performance degradation, and optimization opportunities
Experience implementing structured change management and production readiness review processes to prevent service disruption
Experience overseeing Corporate IT and Security functions, including regulatory and compliance standards such as CCPA, CPNI, FCC (Title 47, Part 64), PCI, NIST, or similar frameworks
Strong analytical, budgeting, and financial management skills with the ability to balance cost discipline and operational resilience
Ability to communicate clearly with executive leadership and cross-functional teams, influencing decisions through data-driven reasoning
Demonstrated ability to use discretion, make sound decisions under pressure, and maintain confidentiality
Willingness and ability to work flexible hours as needed to support production operations, and travel (up to 10%)
will include some overnight travel

Nice to have

ITIL certification or equivalent experience
Functional knowledge of contact center technologies (Salesforce, Jira, InContact or similar platforms)

What we offer

Weekly Direct Deposit
401K Matching
Competitive medical, dental and vision insurance
Consistent communication throughout your project
Referral program

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Director of Technology Operations

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