Director, Technology Operations

RAPP Chicago is looking for a Director of Technology Operations to join our award-winning Technology team.

WHO WE ARE:

We think too much marketing isn’t us. It’s mass markets not audiences of one. Homogenous groups to be targeted, not individuals to be inspired. Segments to reach, not people with their own ideas and ambitions. It’s one size fits all and it’s dull.

When it comes to individuals, we’re fierce. We stand up for individuality. We speak up against bland, broad-brush generalizations. We fight for solutions that adapt to the individual’s needs, beliefs, behaviors and aspirations. And we commit to doing this in every aspect of our work for clients and their consumers.

We actively foster an inclusive workplace where diversity and individual difference are valued and leveraged to achieve the agency’s vision. And most importantly we value every individual’s wellbeing.

We are Fiercely Individual.

HOW WE DO IT:

At RAPP we are fiercely focused on the individual and how we can create value from every individual’s experience with a brand. We do this across three capability areas: customer centric consulting, creativity that inspires action and customer experience management.

Our data analysts know who that person is. Our strategists understand what they want. And our award-winning Technologists and Creatives know how to get it to them.

RAPP is an integral part of Omnicom’s Precision Marketing Group, comprising 4,000 creatives, technologists, strategists, and data and marketing scientists across 40 global markets. 

YOUR ROLE:

RAPP has a tradition that encourages entrepreneurial thinking, innovative solutions, and the conviction to execute. We seek individuals who thrive in a fast-paced, problem-solving environments. We are looking for a talented Director of Technology Operations with expertise working in the CRM space. In this role, you will Lead Operational Continuity and Maintenance for our modernized marketing platform. You will have an opportunity to work in the niche Government Cloud platform that is offered only to the Department of Defense agencies. In this role, you will have endless possibilities to grow and make an impact, in an organization that is witnessing tremendous business growth.

RESPONSIBILITIES

• Oversee maintenance of the MarTech platform, applications and systems
• Foster and manage relationships, both internally as well as with our clients and agency partners
• Using industry best practices, oversee application troubleshooting, maintenance, identification, escalation, and resolution of issues
• Establish vendor management SOPs including SLA monitoring, problem resolution and service requests.
• Make informed and timely decisions in high pressure situations to minimize operations impact from system outages / issues.
• Manage and mentor production support team and mature operations management processes.
• Plan and manage multiple system upgrades and releases on a quarterly and monthly basis.
• Measure system performance health by building log analytics and alerting mechanisms.
• Provide daily / weekly / monthly Service Management Metrics update to leadership and clients partners.

QUALIFICATIONS

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Proven leadership experience (typically 5 years) in IT operations, Production Support or similar roles
• Demonstrated experience of coaching and managing a team of production support analysts /engineers
• Experience and knowledge of incident, problem, and change management processes, including ITIL best practices and service management principles
• Excellent communication and interpersonal skills
• Strong analytical skills and ability to identify patterns and trends in incident and problem data
• Experience managing multiple vendors and service providers
• Proficiency in IT monitoring tools and incident tracking systems (AWS CloudWatch, CloudTrail, DataDog, ELK, Service Now)
• Sound understanding of IT infrastructure and application architectures
• Proficient in Marketing Technologies and Tools such as Pega
• Solid proficiency in operations in public cloud (AWS in particular)
• Strengths in executive level communications, reporting and presentations
• US Citizens only
• Open to Hybrid work schedule. Should be able to commute to our Chicago downtown office

Good to have (not mandatory) Qualifications

• T3 Security Clearance

Our hybrid work model:

RAPP's current hybrid model is designed to enable in-person connections and collaboration that is core to our culture, while also supporting flexibility for all employees. As such, we have the option to work from home two days per week, if we'd like. 

RAPP provides a competitive salary and comprehensive benefits plan. Benefits for this role include health/vision/dental insurance, 401(k), stock options, Healthcare & Dependent Flexible Spending Accounts, vacation, sick, and personal days and positive activism days, paid parental leave and disability benefits. For more information regarding Omnicom benefits, please visit www.omnicombenefits.com. A reasonable estimate of the salary for this role, at the time of posting, is $150,000 - $180,000. This range is specific to Chicago and multiple factors are considered in making compensation decisions including, but not limited to: skill set, experience and training, certifications; etc. This is an exempt position. If your requirements fall outside of this range, you are still welcome to apply.

“As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.”

NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.