Director of Operations

The Director of Operations shapes organizational performance, change management, and focuses on continual improvement opportunities across the organization.

Role Responsibilities:

• Develop and execute organizational strategies and departmental business plans that support the ability to scale, create the highest quality of service, and deliver exceptional client experiences, as well as translate into cost efficiency programs
• Oversee the OTAVA day-to-day operations, by analyzing team activity and making recommendations in procedures and systems to upper management
• Define and implement operations strategy, structure, and processes
• Monitor performance to proactively identify efficiency gaps in order to propose solutions and milestones
• Maintain and nurture a healthy and productive working culture, based on knowledge gain attainment and succession planning in all operations levels
• Manage support service activity towards the established SLA's
• Work with several cross-functional teams like customer experience, sales, finance, and marketing to implement a successful customer experience lifecycle process
• Consistently identify opportunities and solutions to improve operational quality & efficiency, including, but not limited to technology, tooling, metrics, and workflows/programs and aligning resourcing for implementation
• Design, implement, and monitor all operations and key performance metrics/operational efficiency for the engineering team
• Ensures strategic decisions such as staffing, development, organization, hardware acquisitions, and facilities are in line with the organizations business plan and vision
• Strengthen client relationships and advise on best practices regarding OTAVA’s cloud environment, products, and services
• Follow and improve upon OTAVA’s existing procedures and change control management processes
• Follow a well-established escalation procedure in the event of a service outage
• Carefully manage and balance projects with daily requests
• Set reasonable expectations with the customers for completion of requests
• Perform other duties as required to help the OTAVA team achieve its objectives
• Interface with the Product Team
• Change management

Experience:

• Requires technological understanding of cloud infrastructures, capabilities and security model and will provide oversight for engineers building cloud-hosted solutions and integrations
• 10+ years of previous operations management experience and proven track record of transforming strategy into an actionable plan that delivers measurable business results
• Experience leading diverse, global teams
• Experience in diverse IT environments, especially client focused MSPs
• Agile/Scrum/Iterative experience
• Relevant experience in cloud Infrastructure principles and methodologies also previous experience in cloud engineering functions.
• Experience with vendor relationship and budget management
• Extensive experience with systems, network, storage, cloud, software, security, with thorough knowledge in each area.

Required Experience Knowledge, Skills, and Abilities:

• Excellent customer service skills
• Excellent verbal and written communication skills
• Excellent problem-solving skills
• Strong interpersonal skills
• In-depth understanding of Cloud Infrastructure, Networking, and OS (Windows, Linux)
• Advanced knowledge of Automation and Scripting (Python, Chef, Puppet, Ansible, etc.)
• Hands-on experience with cloud computing (IaaS or PaaS) platforms 
• Understanding critical and data center facilities, Cloud and virtualized compute hybrid cloud foundation.
• Ability to work flexible hours, including on-call work as needed

Education:

• Bachelor’s Degree or relevant technical certifications required

Licensing/Certifications:

• One or more relevant industry recognized certifications: MCSA, CCNA, CISSP, CCNET, Comp TIA A+, MTA, ITIL, VMCE, VCAP

What We Offer:  

Hybrid work, competitive compensation package, base ( $115k - $130k annually), 401(k) with company match, medical, dental, vision, HSA options, life and disability insurance, generous flexible PTO, paid holidays, paid volunteer time off, paid parental leave, professional development opportunities, and an Employee Assistance Program.

At Otava, we are people empowering people to enable growth. We are excited for you to join us!

As a global leader in secure, compliant, enterprise-class cloud hosting, we deliver a full range of solutions from colocation to private and hybrid cloud computing. We’re creative thinkers who love to serve others, automate where possible, and change when required. Above all, we love to help our clients. We aim for superior client service in everything we do and strive to get even better.

Application Window: Applications are anticipated to close four (4) weeks from the posting date unless extended based on business need.

OTAVA is committed to equal employment opportunity and compliance with all applicable pay transparency requirements.