Description: Our client is currently seeking a Director Technical Operations
Team Details
Engineering Team: Operates out of three colocation facilities (Philadelphia, PA; Grand Rapids, MI; and Las Vegas, NV) with two in-house engineers and two outsourced companies on retainer. Responsibilities include server racking, Cisco network management, and infrastructure monitoring using PRTG and Grafana, along with upgrades to our open-source stack (Kazoo, FreeSwitch, Kamailio, BigCouch, RabbitMQ).
Software Development Team: Comprising about 30 people, including 15 in India, this team is responsible for our core products (Atlas, Boomea, Mobile, API, CPaaS). They leverage technologies such as Linux, Apache, MySQL, PHP, GoLang, Laravel, and React to handle product development, code maintenance, and system scaling.
Technical Support Team: A five-person team providing nationwide customer support from 9 am to 8 pm EST.
IT Support Team: Currently a single person managing internal IT and security, with additional support from an outsourced MSSP.
Position Overview
We are seeking an experienced Director of Technology Operations to oversee and manage the technical operations of White Label Communications. This role involves day-to-day management of our Engineering, Software Development, Technical Support, and IT Support teams. You will work closely with the CTO and collaborate with the leadership team to ensure our technical infrastructure is scalable, secure, and aligned with our strategic goals.
Key Responsibilities
Lead and manage all technical operations teams, including Engineering, Software Development, Technical Support, and IT Support, comprising 40+ team members with a manager on each team.
Oversee the operations of three carrier-neutral colocation facilities (Philadelphia, Grand Rapids, and Las Vegas) and an AWS-based environment.
Manage open-source technology stacks, including Kazoo, FreeSwitch, Kamailio, BigCouch, RabbitMQ, and related infrastructure.
Coordinate and support software development efforts, ensuring timely and efficient development of our core products (Atlas, Boomea, Mobile, API, CPaaS).
Collaborate with product owners, QA teams, and tech leads to plan, execute, and upgrade our product portfolio.
Ensure consistent customer support and satisfaction by managing a Technical Support team responsible for nationwide customer assistance.
Oversee internal IT operations, ensuring network security and operational efficiency, while managing collaboration with an outsourced MSSP.
Drive operational excellence by establishing best practices, standardizing processes, and implementing project management methodologies to enhance productivity across teams.
Act as a liaison between technical teams and executive leadership to translate business requirements into technical execution.
Stay up-to-date with the latest technology trends and security protocols to ensure our platforms and infrastructure remain secure and competitive.
Provide tactical leadership across multiple technical disciplines, ensuring cross-team coordination and streamlined communication.
Required Qualifications
Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
10+ years of experience managing technical operations across software development, network engineering, and IT support.
Proven experience managing teams of 50+ members, including remote teams and outsourced resources.
Understanding of SaaS and open-source software technology stacks.
Experience managing colocation facilities and cloud environments (AWS preferred).
Strong operational mindset, with experience in customer support and delivering exceptional service levels.
Proficiency in project management tools and methodologies, with a process-driven approach to team management.
Strong written and verbal communication skills, with the ability to interact effectively with C-level executives and cross-functional teams.
Ability to navigate complex technical challenges, providing solutions that align with the company's strategic objectives.
Preferred Qualifications
Experience in the telecommunications or VoIP industry is highly desirable.
Familiarity with network management, open-source communication technologies, and cloud infrastructure scaling.
Demonstrated success in managing multiple, cross-functional technical teams in a dynamic and fast-paced environment.
Contact: chamilton@judge.com
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