[Remote] Director of Technical Operations

Note: The job is a remote job and is open to candidates in USA. American Workforce Solutions is seeking a Director of Technical Operations to lead their Technology Operations, Site Reliability Engineering, Corporate IT, and Security. This role is responsible for ensuring the reliability, performance, security, and scalability of telecommunications and enterprise platforms, driving operational excellence in a high-availability environment.

Responsibilities

• Lead SRE, DevOps, NOC, Help Desk, Corporate IT, and Security teams, building a culture of accountability, operational excellence, and continuous improvement
• Own end-to-end reliability and observability for our telecom platforms (VOIP, SIP, carrier integrations), IoT, and enterprise systems. Define and manage SLIs/SLOs targeting >99.99% uptime with a clear roadmap to five-nines reliability
• Analyze service health metrics and trends proactively. Lead early investigations into anomalies, structured root cause analysis, and systemic fixes to reduce incident frequency and MTTR
• Establish rigorous production readiness standards (documentation, monitoring, alerting, runbooks, security reviews, and capacity planning) before new services launch
• Partner closely with Engineering and Product teams on architectural decisions to ensure operational sustainability and scalability
• Drive cloud infrastructure strategy and optimization across AWS and Azure — balancing performance, cost, security, and availability through automation and Infrastructure as Code
• Oversee Corporate IT and Security operations, including policy enforcement, vulnerability management, access controls, endpoint management, and compliance with telecom and data protection regulations (CPNI, FCC Title 47 Part 64, CCPA, NIST, PCI, etc.)
• Implement and mature IT Service Management processes (ITIL/ITSM best practices) across SaaS platforms like Salesforce and Azure
• Develop annual operational plans and budgets aligned with business growth objectives
• Build and maintain strong relationships with cloud providers, telecom partners, and key vendors

Skills

• Bachelor's degree in Technology, Engineering, Business, or equivalent
• 10+ years of progressive experience in infrastructure, telecommunications operations, or high-availability production environments (VOIP, SIP, carrier integrations, contact center systems) with direct accountability for uptime, incident response, and SLAs
• 5+ years of hands-on cloud experience (AWS and/or Azure), including architecture, Infrastructure as Code, automation, and monitoring
• 6+ years of people leadership experience, including managing multi-tiered teams of 30+ professionals (SRE, DevOps, NOC, etc.)
• Proven success designing observability frameworks (metrics, alerting, logging, dashboards) and using data to drive systemic improvements
• Strong experience with change management, production readiness reviews, and regulatory compliance in telecom/data environments
• Excellent analytical, budgeting, and communication skills with the ability to influence executive decisions through data
• ITIL certification or equivalent experience
• Familiarity with contact center technologies (Salesforce, InContact, Jira, etc.)

Benefits

• Competitive compensation with incentive eligibility
• Fully remote work environment.

Company Overview