Senior Director, Technology Operations

The Senior Director of Technology Operations is responsible for establishing and leading the operational practices, shared technology capabilities, and modernization initiatives supporting Tyler Technologies' State & Federal technology organization. This position oversees production reliability, incident and service management, engineering tools, quality assurance, AI enablement, and application modernization across a broad portfolio of government services.

Reporting to the Senior Vice President of State & Federal Technology, the Sr. Director will establish a consistent technology operating model that improves service quality, reduces technical debt, and accelerates Tyler's transition to modern, scalable cloud-based solutions. The role will lead the development and adoption of AI-enabled operational capabilities, including automated monitoring, incident triage, testing, and remediation workflows, with appropriate human oversight.

The Senior Director will also provide leadership for shared capabilities, including the Quality Assurance Center of Excellence, Forward Deployed Engineers, Engagement Builder, and CMS Center of Excellence. Working closely with Technology Delivery, Account Management, Client Experience, and Infrastructure & Hosting leadership, this position is accountable for operational reliability, modernization progress, and measurable improvements in efficiency, client satisfaction, and financial performance.

Overland Park, Kansas | Yarmouth, Maine | Troy, Michigan | Plano, Texas | Hartford, Connecticut | Annapolis, Maryland | Arlington, Virginia | Augusta, Maine | Baton Rouge, Louisiana | Boise, Idaho | Denver, Colorado | Frankfort, Kentucky | Honolulu, Hawaii | Indianapolis, Indiana | Little Rock, Arkansas | Montgomery, Alabama | Raleigh, North Carolina | Topeka, Kansas | Tallahassee, Florida

10-25%

• Develop and execute a comprehensive technology operations strategy aligned with State & Federal priorities, client commitments, and enterprise technology standards.
• Establish a consistent operating model across State Enterprise technology teams, including service management, incident response, monitoring, engineering tools, and operational governance.
• Lead Senior Directors, Directors, and managers responsible for technology operations and shared capabilities, establishing clear accountability and performance expectations.
• Promote consistent operating practices, continuous improvement, and technical workforce development across geographically distributed teams.
• Coordinate with Tyler's corporate organizations, Infrastructure & Hosting, and Security leadership to align operational standards, technology investments, and compliance requirements.

• Oversee production monitoring, incident and problem management, and Tier 2/3 technical support for assigned applications and services.
• Establish consistent ITIL-based service management practices, engineering tools, operational standards, and escalation processes.
• Lead the development and adoption of AI-enabled operational capabilities for incident triage, observability, automated testing, and remediation recommendations.
• Establish measurable service performance indicators, including system availability, incident resolution, service-level attainment, and recurring operational issues.
• Partner with Client Experience, Account Management, and Technology Delivery to coordinate major incident response, client communication, and operational readiness for new or modified services.

• Lead the modernization strategy for State Enterprise applications and services,…