Director, Robot Operations Center

What we’re doing isn’t easy. But nothing worth doing ever is.

We envision a future powered by robots that work seamlessly with human teams. We build the Artificial Intelligence that enables service robots to collaborate with people and adapt to dynamic human environments. Join our team of mission-driven, venture-backed roboticists who will translate cutting-edge research into commercial reality. The technical challenges are immense. With your talent and passion, we will get there faster.

Diligent Robotics is seeking an experienced Operations Center Director to oversee all administration, monitoring, sustainment, incident, and problem management activities for our production robotic fleet. The Director, Robot Operations Center  (ROC) is a key part of our management team and is responsible for  managing the performance and activities of a robot operations team to maintain 24x7x365 operational availability of critical robotic systems at our hospital partner sites. This role serves as the subject matter expert for all ROC activities providing oversight, guidance, training, mentoring, and performance management to team members on shift schedules. The Director of the Robot Operations Center  will also oversee the health, and incident management of the robotics fleet in hospital environments and serve as a customer champion for external stakeholders. As an ideal candidate, you’ll have a sharp business mind and proven success managing teams toward maximum productivity and efficiency while maintaining a lean ideology. Additionally, you’ll display a proven ability to develop and maintain an environment of trust, diversity, and inclusion within your team. 

This position will work out of our Austin, TX headquarters (in-person)

What You’ll Be Doing/Responsibilities

• Manage and operate a 24/7/365 Robotic Operations Center (ROC) for enterprise network monitoring, incident escalation and response
• Develop and implement processes and procedures to ensure timely troubleshooting and resolution of incidents and outages in concert with Field Operations and Field Services.
• Operate a command center involving technical support specialists
• Acting as a liaison between the operations command center and our internal departments
• Provide reporting on robot status, outages, incidents, and trends.
• Enforce change control procedures, and support root cause analysis
• Creating and implementing KPIs that align with company objectives
• Assist in developing, maintaining, and updating, as necessary, the catalog of standard operating and response procedures and protocols
• Overseeing a Technical Support Specialist scheduling system
• Conducting staff budget reviews and reporting cost plans 
• Manage distribution and installation of robotics software releases and hardware upgrades to ensure that updates to all robotics systems comply with service levels
• Support disaster recovery planning and testing activities as assigned
• Developing, motivating, and mentoring staff through effective use of continuous feedback and open communication; ensuring that all are properly trained in their necessary duties; setting up and implementing career development plans 
• Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service
• Establishing contingency plans for incident management
• Large scale growth of an operational center based on organizational needs

• 5+ years of leadership experience managing 24x7 NOC teams
• Bachelor degree in technical fields with 10+ years of prior relevant experience
• Proven experience growing/scaling a NOC and/or call center 
• Must possess a IT Infrastructure Library (ITIL) 4 certification and/or willing to achieve the certification 
• Understanding of a complex healthcare environment
• Understanding of Server operating systems including Linux
• Worked in an environment with SAAS based applications and services, and understand how to monitor those systems for uptime and performance
• Strong leader who actively develops employees to their potential; experience successfully supervising and directing teams
• Knowledge of a Linux systems command line and basic network, IT, data analysis, and general business software and aptitude to learn new applications; proficiency in Google Suite
• Security and HIPAA compliance in a complex healthcare environment
• Strong understanding of security incident management (ITIL v4)
• Proven track record of solving ambiguous problems, building for the future, and seeing around corners
• Budget development and oversight skills
• Experience with high volume growth including hiring and office needs such as office space, computers, training, organization structure and process

Preferred Skills:

Technical competency in the following areas will be foundational for success:

Network:

• Thorough understanding of IP Networks, including VLANs
• Firewalls, switches, routers and other network equipment (Cisco, etc.)
• VPN, Load Balancer, Web Application Firewall
• Web Server concepts and administration
• Virtualization, Back-up Procedures, Disaster Recovery, and High Availability using industry standards
• Active Directory, DHCP, DNS, Group Policy

Security

• Experience with Security applications and tools, especially log and systems intrusion monitoring tools
• Evaluates new technologies/software that may provide opportunities for solutions or new applications necessary to accomplish organizational security goals, objectives, and strategies