[Hiring] Director, Live Operations @Reveleer

Role Description

The Director, Live Operations, leads the technical production-operations function responsible for the availability, reliability, supportability, and continuous operation of CDM-managed customer data services. This leader owns the 24x7 operating model for production data workflows and is the accountable leader for major operational incidents, service restoration, problem management, and continuous reliability improvement.

The role leads an operations-engineering organization spanning:

• Cloud production support
• Data-pipeline operations
• Observability
• Infrastructure automation
• Workflow recovery
• Secure data movement
• Access/connectivity
• Operational tooling
• Automation

This is a hands-on technical leadership role: the Director must be able to understand and challenge engineering approaches across AWS, Terraform/infrastructure-as-code, data pipelines, APIs, job orchestration, monitoring, and production automation.

Qualifications

• 8+ years in production operations, cloud/platform operations, DevOps, SRE, operations engineering, data platform operations, or a comparable high-availability technical environment.
• 4+ years leading technical production operations, DevOps, SRE, platform-support, or operations-engineering teams.
• Demonstrated accountability for business-critical production systems operating under extended-hours or 24x7 support models.
• Demonstrated leadership of Sev-1/Sev-2 or equivalent major incidents, including incident command, restoration, RCA, problem management, and corrective-action follow-through.
• Strong working knowledge of AWS production environments, including IAM, networking/connectivity, logging/monitoring, cloud dependencies, and operational troubleshooting.
• Demonstrated experience with Terraform or comparable infrastructure-as-code technologies and repeatable infrastructure deployment/recovery practices.
• Strong technical understanding of APIs, ETL/data pipelines, secure file transfer, workflow/job orchestration, SQL, automation/scripting, and production integration patterns.
• Demonstrated experience establishing observability, monitoring, alerting, runbooks, operational dashboards, and measurable reliability practices.
• Demonstrated success automating manual production processes and reducing key-person dependencies through tooling, scripting, orchestration, or platform improvements.
• Experience managing availability, SLA/SLO attainment, MTTA, MTTR, incident volume, recurring failures, and automation coverage.
• Experience leading geographically distributed technical teams and effective on-call, escalation, and coverage models.
• Ability to lead across Engineering, Product, IT, implementation, and customer-facing organizations during production incidents and reliability initiatives.

Requirements

• Own the 24x7 operational health and reliability of CDM-managed production data services and workflows.
• Serve as accountable leader and escalation owner for Sev-1 and Sev-2 production incidents.
• Define SLAs/SLOs, escalation paths, on-call/coverage models, service-health measures, and operational performance expectations.
• Drive service restoration, communication coordination, and corrective-action follow-through.
• Own CDM incident and problem-management disciplines, including severity definitions, incident command, escalation, RCA, post-incident review, and corrective actions.
• Track recurring failures and use MTTA, MTTR, availability, incident volume, and recurrence metrics to drive systemic improvement.
• Provide technical leadership for production services operating in AWS and related enterprise environments.
• Partner with Engineering on infrastructure-as-code using Terraform or comparable tooling, including repeatable configuration, deployment, and recovery.
• Guide operational issues involving IAM, networking/connectivity, secure file transfer, storage, compute, logging, monitoring, and cloud dependencies.
• Lead an automation-first strategy to eliminate repetitive manual work, fragile handoffs, and key-person dependencies.
• Drive scripting, orchestration, automated validation, job recovery, exception handling, and self-healing patterns where appropriate.
• Partner with Data Engineering on CI/CD, APIs, ETL/data pipelines, file movement, deployment/support patterns, and production automation.
• Apply AI-assisted monitoring, troubleshooting, documentation, and workflow automation where appropriate.
• Establish monitoring, logging, alerting, and operational dashboards that provide actionable visibility into production health.
• Define production-readiness gates for workflows transitioning from implementation or engineering into Live Operations.
• Require current runbooks, SOPs, recovery procedures, escalation paths, dependency maps, ownership, and cross-trained coverage before production handoff.
• Define clear operating boundaries among Live Operations, Data Engineering, Data Management, Clinical Intelligence, Product, and IT.
• Coordinate technical response across teams during production incidents and complex operational issues.
• Build and lead a geographically distributed technical operations team with a culture of urgency, transparency, documentation, collaboration, and measurable improvement.

Benefits

• Competitive salary
• Medical, Dental and Vision benefits
• 401k match
• Generous PTO plan