Director, Tech Ops
Moxie Interactive, Inc. - Atlanta, GA

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The Director of Technical Operations is responsible for managing and maintaining the client hosting and production environments and for the overall agency internal technical support needs. This role is integral in ensuring Moxie’s success both through client quality through the production environments and through providing the agency the tools, infrastructure, and processes for internal needs.

Major Tasks, Responsibilities and Key Accountabilities

Client Hosting Support
  • Responsible for overall release management of code & data releases

    • Manage and update the release process for ongoing improvements

    • Work with Development Directors for release issue troubleshooting and identification of recurring code based issues

  • Responsible for the ongoing stability of the production environment

  • Actively monitor hardware, software, and network status utilizing hardware and software testing, tools, and techniques

  • Rapidly respond and mitigate production issues through identifying root cause and taking appropriate corrective action

  • Lead communication and give direction with support service groups to ensure appropriate notification during outages or periods of degraded system performance

  • Produce incident, root cause, and outage reports when needed

  • Establish monitoring and response procedures to alert based on critical thresholds to prevent end user issues wherever possible

  • Ensure appropriate application alerting processes in place and are compliant with specified standards

  • Ensure compliance with change control processes

  • Monitor and recommend the latest advancements in web hardware, software, security, and networks

  • Serve as point of escalation for critical client production and/or delivery issues

  • Provide guidance & input to technical and architectural decisions for projects based on production and hosting considerations, infrastructure impacts, and project budget implications

  • Ensure consistent quality of release delivery across all client development projects

  • Collaborate with Program Leadership on hosting scoping and technical estimates

  • Work with senior leaders in Tech and other groups for improvement of the overall client and internal delivery/support process

Agency IT Support
  • Manage 3rd party support (desktop/laptop, help desk, network ops) provider by ensuring compliance with SLAs and ensuring quality of service

  • Proactively identify vendor support modifications based on level of service and agency support needs

  • Manage corporate support purchase process by ensuring compliance with purchasing guidelines and timely execution of purchases based on agency needs

  • Proactively plan and manage the hardware deployment process to ensure both quality and timely delivery of hardware for new hires, asset refreshes, and hardware failure resolution

  • Actively manage the server support process including maintenance and monitoring to ensure uptime/availability, proper utilization and storage thresholds, and appropriate performance for business needs

  • Actively manage and monitor all network and internet connectivity to ensure uptime and proactively resolve issues when connectivity problems are encountered

  • Plan and periodically test disaster recovery and business continuity procedures and ensure redundancy for all business critical functions

  • Assist in managing agency IT budget through proactively planning of budgetary needs and ongoing monitoring of spend to ensure compliance to budget or modifications as needed

  • Manage agency support resources to ensure all support needs are met and team compliance with objectives

  • Proactively plan& implement office improvements in technology to provide new functions and efficiencies

  • Supervise recruitment, training, retention, and organization of hosting and corporate support staff

    • Ensure full staff training plans for each level and area of expertise

  • Actively participate in the technical and digital marketing communities and be a visible representative for the agency
Years of Relevant Experience
  • 8+ years of experience in systems/infrastructure engineering

  • Certifications required:

    • Cisco CCNA

    • Microsoft MCSE

    • Red Hat RHCE

  • 6+ years of experience in management role
Education Required
  • Bachelor’s Degree
Nature and Scope
  • Reports to Chief Technology Officer

  • This position will have up to 6 direct reports

Job Requirements
  • May require overnight travel up to 10%
Knowledge, Skills, Abilities & Competencies
  • Expertise with three-tier application architectures, load balancing, and content distribution networks

  • Deep understanding of SQL Database Functionality, Administration, and Architecture.

  • Deep expertise and experience in solving complex client technical challenges across technologies/environments

  • Hands-on experience with multiple technology stacks and infrastructure platforms

  • Familiar with multiple code management and version control approaches

  • Ability to learn quickly and apply technical innovations to the client and internal environment

  • Solid understanding of all capabilities required to execute marketing initiatives

  • Solid track record of successfully developing projects from start to completion, on time and within budget

  • Thinks clearly and diplomatically when participating in a discussion to field complex or sensitive questions from internal groups

  • Excellent communication skills, particularly in conjunction with technical topics and the ability to communicate with non-technical audiences

  • Proven record of strong work ethic and reliability and accountability

  • Strong attention to detail with the ability to manage priorities in a fast-paced environment

  • Exhibits strong listening skills and the ability to tactfully communicate position on relevant issues

  • Encourages and rewards examples of teamwork and collaborative work efforts

  • Demonstrates ability to define and implement professional standards for team participation, conflict resolution, problem solving, and communication (internal and external)

  • Confident problem anticipation and resolution – willingness to have difficult conversations

  • Strong team builder with client and cross-capability teams, clarifying roles and expectations

  • Demonstrated ability to deliver constructive feedback and get positive results, including mentoring and facilitating development plans