Director, Technical Operations

We are seeking a Director for the Galileo Technical Operations Center (GTOC). This function oversees the overall health of the Galileo platform for our customers. It supports internal Client facing teams, answering customer questions, updating service configurations, and communicating service information to customers, ensuring they have the information necessary to make informed decisions to run their business. This function also oversees operational excellence for the consolidated platform – while individual services teams are responsible for their particular service, GTOC is concerned with the entire platform. They are responsible for organization-wide services such as Observability and automation across all fleets, while also running incidents and driving improvements in all of our operations.

This leader must be able to leverage a deep understanding of distributed system technologies. They must be able to plan, coordinate, organize, and lead technical processes, driving improvements and quality into all aspects of our operations. They must also be able to analyze how we are performing and determine appropriate strategies for making the systems, processes, and people better. The Director must be a leader, able to effectively plan and communicate across the organization and other areas of the business, driving consensus and effecting change to improve the technical and customer operations of the company. 

As the leader of GTOC, this person will be responsible for managing and supporting highly-available distributed systems, ensuring the reliability of the production environment, enhancing processes to improve efficiencies and implementing effective governance controls.  You will work with a number of proprietary configuration management and deployment systems in close collaboration with other teams. You will manage multiple teams responsible for the 2 primary areas:

• Support other business units in implementing customer configuration changes.
• Respond to customer requests due to perceived and real problems, providing information and driving improvements where appropriate.
• Monitor incidents to proactively inform the business and customers of important details of service impacting events.
• Work trouble tickets effectively and efficiently, engaging closely with other teams and business units to provide effective data and solutions for customers.
• Analyze customer issues and drive issue resolution and improvements for impactful problems.
• Perform trend analysis of customer issues to engage teams and drive improvements. 
• Drive process and technical improvements across services to raise the bar on customer satisfaction.

• Set the strategy and implement an effective Observability platform for the entire organization.
• Design and implement an effective Incident Management process, driving improvements across all services and teams.
• Design and implement an effective change management process, automating where possible and ensuring compliance with all auditing guidelines
• Drive automation across the organization where possible to improve efficiency and reduce risk from routine and manual processes.
• Interact with all levels of the business to report on operational statuses and drive effective improvements campaigns and adoption of best practices.
• Improve people and processes through effective training and process improvements.
• Identify performance issues and drive improvements to ensure optimal operations and growth.

• Bachelor's Degree (preferably Computer Science or like field)
• 5+ Years' experience in technology (Either Systems/Architecture or Infrastructure Services/Support)
• Solid communications skills to work with our business partners
• Experience developing and documenting solutions, processes and issues
• Ability to work on and manage multiple tasks simultaneously
• Extensive working knowledge of distributed systems and automation
• Strength in adapting to a highly dynamic environment of change as needed
• Expertise in analytical platform tooling and development
• Expertise in Cloud Infrastructure and Operations (preferably AWS)
• Expertise in analytical platform tooling and development

• Experience in the payments industry
• Experience growing small teams in a fast paced environment (i.e. - start-up experience) 

Most importantly, it’s the people you’ll be working with — people who strive to do better for our clients, their customers, and each other. You’ll also find competitive salaries and flexible time-off policies along with a great benefits package. Lastly you’ll be able to work remotely or join one of our offices in the Salt Lake City, Seattle, or San Francisco areas. If you are looking for a leading edge technology environment with a positive and rewarding culture, where you can grow by helping others, join the fintech revolution at Galileo!

#LI-CA1