Director of Technical Operations

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FULL TIME Ann Arbor, MI, US

9 days ago Requisition

Salary Range: $ To $ Annually

People come to work for Deque because of what we do: enable businesses and organizations to make their sites and apps accessible to everyone, including people with disabilities. The personal fulfillment employees feel here is unparalleled. In addition to the altruistic nature of our jobs, the organizational structure is extremely flat and welcoming. Women-owned and operated, Deque CEO Preety Kumar is internationally revered for her down-to-earth personality and work ethic.

Deque's core values are central to our culture of customer satisfaction. Do you share them?

• Innovation with results that matter
• Deliver what you promise
• We practice humility

At Deque, you'll work with the best and brightest minds in the industry, sharing best practices, tackling new issues and uncovering new approaches. Accessibility Consultants at Deque also love their jobs because of the support systems in place.

Deque experts regularly contribute to W3C Accessibility Working Groups and collectively hold more CPACC, WAS, & CPWA certifications issued by the IAAP than any accessibility testing company in the world.

Deque is seeking a Director of Technical Operations
. You willown the infrastructure that Deque's products run on, and you will still have your hands on it.

Deque's products help organizations make the digital world accessible to people with disabilities. Those products run in our AWS environment and inside our customers' networks, and many of them are load-bearing for our customers' own compliance obligations. When our infrastructure is slow or unavailable, their work stops.

You'll lead a small, capable systems operations team - small enough that you'll be in the terminal yourself, not just in the roadmap doc. We want someone with the judgment and scope of a director who still wants to do the work: debug the failing deploy, write the Terraform, run the postmortem. If you've been looking for the step where you get real ownership without giving up hands-on engineering, this is that step.

• Our AWS production environment: the infrastructure behind every Deque SaaS product, defined as code and deployed through pipelines your team owns
• Availability, performance, and capacity against our published customer commitments - and the observability, alerting, and SLO practice that makes those commitments measurable rather than aspirational
• Incident command for major events, and a blameless postmortem process that actually closes its action items
• Backup, disaster recovery, and business continuity, including tested restore procedures and defined recovery objectives
• AWS cost: visibility into where the money goes across production and development, and a standing pipeline of savings work
• Manage the team to achieve 99.99% uptime with the exception of planned maintenance and upgrades
• Managing changes, including releases with gates and maintaining all changes as documented artifacts

• Administration and integration of the systems Deque runs on - Jira, Git Hub, Zen Hub, Artifactory, Keycloak, Zendesk, and others
• Vendor relationships for those systems: evaluation, renewals, contract negotiation, and consolidation where it makes sense
• Identity and access management across our tooling, in partnership with Security
• End-user IT operations - managing employee laptops, onboarding/offboarding for the in scope IT and business systems
• Installation and upgrade of Deque products in customer environments, and the tooling and documentation that make those repeatable rather than bespoke

• The operations half of maintaining our ISO-27001 certification: controls, evidence, audit response
• Meet the customer commitments for SLAs for remediating vulnerabilities
• Operational support for initiatives led by our Director of Security
• Data handling practices consistent with GDPR and comparable privacy regimes

• Hiring, developing, and retaining the systems operations team in multiple locations, currently including the US and India; setting the technical bar
• Scaling the team's capabilities ahead of customer growth - this is the strategic core of the job, not an afterthought. Our tooling needs to be…