Director, Global DevOps, Site Reliability Infrastructure; Vancouver, B.C. or Austin, TX

Director Of Dev Ops, Site Reliability & Infrastructure

We're looking for an experienced Director of Dev Ops, Site Reliability & Infrastructure to lead the teams responsible for the reliability, performance, security, and operational maturity of our SaaS platform.

This is a highly visible leadership role with ownership across Dev Ops, Site Reliability Engineering (SRE), Infrastructure Operations, and Front-Line Technical Support. You'll be responsible for keeping our current environment stable and performing at a high level while building the roadmap, operating practices, and infrastructure needed to scale.

We're looking for a leader who can move comfortably between strategy and execution—someone who can advise executives, lead teams through critical incidents, improve observability and operational processes, modernize infrastructure, and make smart decisions about where and how we invest.

Success means creating an operation that is more reliable, scalable, measurable, cost-efficient, and predictable.

• Lead Dev Ops, SRE, Infrastructure, and Front-Line Support teams and establish clear ownership, accountability, and operating standards.
• Own platform availability, performance, reliability, operational readiness, and service delivery.
• Lead incident management, root cause analysis, corrective actions, and post-incident reviews.
• Establish and continuously improve SLIs, SLOs, KPIs, service-level expectations, operational scorecards, and executive reporting.
• Create clear escalation paths across Support, SRE, Dev Ops, Engineering, Product, and other technical teams.
• Improve Tier 1/Tier 2 support effectiveness, including resolution rates, escalation quality, MTTR, and customer-impacting incidents.
• Build and maintain effective SOPs, runbooks, troubleshooting guides, and operational documentation.

• Own the operation, maintenance, and evolution of our cloud, hybrid, and bare-metal infrastructure.
• Develop and execute a pragmatic future-state infrastructure roadmap aligned with business growth and technical requirements.
• Lead modernization initiatives that improve scalability, resilience, maintainability, and operational efficiency.
• Oversee high availability, disaster recovery, backup, business continuity, and capacity planning.
• Establish effective infrastructure governance while balancing performance, security, reliability, cost, and complexity.

• Define and execute our monitoring and observability strategy across infrastructure, applications, platforms, and customer experience.
• Identify visibility gaps and improve alerting, issue detection, diagnosis, escalation, and resolution.
• Expand Infrastructure as Code, deployment automation, and operational automation to reduce manual work and improve consistency.
• Use metrics, retrospectives, and operational data to continuously improve reliability and team effectiveness.
• Evaluate emerging technologies, including AI-driven operational tools and AIOps, where they can meaningfully improve performance or efficiency.

• Own infrastructure and operational budgeting, forecasting, cost controls, and financial planning.
• Improve visibility into cloud, hosting, licensing, monitoring, support tooling, and other technology expenditures.
• Apply Fin Ops and cloud-governance principles to improve utilization and financial accountability.
• Identify and eliminate waste, over provisioning, unused resources, and inefficient technology spending.
• Partner with Finance and Executive Leadership on future infrastructure investments and operating expenses.

• Build, mentor, and develop high-performing Dev Ops, SRE, Infrastructure, and Support teams.
• Establish clear roles, expectations, performance metrics, and development plans.
• Recruit and retain strong technical talent while building a culture of ownership, accountability, collaboration, and continuous improvement.
• Create clarity and momentum in a fast-changing environment.
• Build strong partnerships across Engineering, Product, QA, Security, Customer Success, Finance, and Executive Leadership.
• Communicate operational health, risks, priorities, investments, and progress clearly to technical and executive audiences.

Required

• 10+ years of experience across Infrastructure Operations, Dev Ops, SRE, Cloud Operations, or related disciplines.
• 5+ years of leadership experience managing engineering, Dev Ops, infrastructure, SRE, support, or service-delivery teams.
• Proven experience operating and supporting mission-critical SaaS platforms.
• Strong experience operating production cloud, hybrid, and/or bare-metal environments at scale.
• Deep understanding of Linux, networking, security, virtualization, storage, databases, infrastructure automation, and systems operations.
• Demonstrated experience improving monitoring, observability, incident response, operational maturity, and service reliability.
• Experience…