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Job Summary
The Senior Director, Technology Operations is responsible for the daily operational stability, service performance, and execution of core technology operations across cloud, infrastructure, networks, enterprise platforms, and service delivery. This role ensures production environments remain highly available, fully supported, secure, and compliant, and that operational processes run with discipline, repeatability, and measurable outcomes.
Duties & Responsibilities (other duties as assigned)
Operational Command & Production Stability
Own 24/7 operational responsibility for all production systems, platforms, and services.
Establish and run 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.
Service Delivery & Support Operations
Manage Tier 1–3 operational support teams across infrastructure, cloud, network, SRE/DevOps, and application operations.
Maintain 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.
Change, Release, & Deployment Operations
Chair or govern the Change Advisory Board (CAB) and enforce change management guardrails.
Standardize change categories: emergency, standard, and normal changes.
Ensure controlled release pipelines, deployment windows, rollback procedures, and post-change validation steps.
Maintain a controlled maintenance calendar coordinating across all service owners.
Incident, Problem, and RCA Execution
Define and 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.
Implement problem-management routines and drive long-term stability improvements.
Monitoring, Observability & Operational Analytics
Maintain 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).
Infrastructure & Cloud Operations Execution
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, firewall rule reviews, DNS hygiene, etc.
Operational Governance, Compliance, & Risk Management
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 annual or semiannual DR failover exercises.
Maintain asset inventories, CMDB accuracy, and configuration baselines.
Vendor, Contract, and Budget Operations
Oversee MSPs, hosting partners, cloud vendors, and operational tooling providers.
Track vendor SLAs, availability commitments, and support ticket performance.
Govern operational budgets (cloud consumption, license renewals, hardware lifecycles).
Workforce Management & Operational Performance
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.
Everybody loves pizza, which means they also love the people who are behind the scenes working to deliver it. This is complex and challenging work – but let’s face it – it’s also pizza! If you want a fulfilling career with a company that’s always moving forward, we’re the right place.
Papa John's is a Federal Contract employer who participates in E-Verify to confirm employment eligibility for each new team member. For more information please view the following PDFs: E-Verify Poster (English) - Right to Work Poster (English) - E-Verify Poster (Spanish) - Right to Work Poster (Spanish) Papa John's is an Affirmative Action and Equal Opportunity Employer. For more information please click on the following PDF. See terms & conditions for site use.