Director of Software Systems Operations & Support
📋 Role Overview & Responsibilities
Job Title: Director Software Systems Operations & Support
Full-Time (Remote) Must be based in the US
Must be US Citizen or GC Holder
My client - a marketing leading Digital Healthcare company is seeking an experienced technology professional to lead their Software Systems Operations and Support Team, prioritizing and triaging bug reports and tickets, ensuring timely resolution of technical issues, and maintaining smooth systems operation.
The ideal candidate will have strong technical background, excellent leadership skills, and a proven track record of technical operational management of complex SaaS software systems and applications.
Responsibilities: Lead a team of systems engineers, IT support staff, database and Linux/Unix administrators, providing mentorship, guidance, and performance feedback.Establish and enforce best practices and standards for bug triage, issue tracking, and resolution processes.Collaborate with product management, quality assurance, and other cross-functional teams to prioritize and address reported bugs and tickets.Develop and implement strategies to improve the efficiency and effectiveness of bug fixing processes, including automation and tooling enhancements.Monitor and analyze system performance metrics and user feedback to identify recurring issues and root causes.Work closely with engineering leadership to define and implement long-term solutions for addressing systemic issues and improving overall system stability.Serve as a technical escalation point for complex or critical bug fixes, providing hands-on assistance and guidance to developers as needed.Establish and enforce best practices for cloud infrastructure management (AWS), including security, monitoring, automation.Stay updated on emerging cloud technologies and industry trends and evaluate their potential impact on our systems architecture.Serve as a subject matter expert on AWS and cloud architecture, providing guidance and support to other teams as needed.Drive continuous improvement initiatives to optimize systems performance, cost-efficiency, and reliability.Requirements: Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.Proven experience in managing cloud-based infrastructure, with a focus on AWS.Experience with bug tracking and issue management tools such as Jira, Bugzilla, or similar.Deep understanding of AWS services, including EC2, S3, Lambda, RDS, DynamoDB, and VPC.Strong knowledge of data flow architecture, ETL processes, and data integration techniques.Experience with containerization technologies such as Docker and Kubernetes.Hands-on experience with infrastructure as code (IaC) tools such as Terraform or CloudFormation.Excellent leadership and communication skills, with the ability to effectively collaborate with cross-functional teams.Strong problem-solving abilities and a proactive approach to identifying and addressing technical challenges.AWS certifications (e.g., AWS Certified Solutions Architect) preferred.To apply - please contact Sam Shinner
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