Corporate Vice President - Delivery Lead, Operations & Maintenance

Incident & Change Management

Service Now, Pager Duty, Opsgenie, Jira Service Management

Location Designation: Hybrid - 3 days per week

We are seeking an experienced technology operations leader to serve as the Delivery Lead, Operations & Maintenance within Field Productivity Technology. This shared, horizontal leadership role supports multiple vertical delivery teams by ensuring the stability, resilience, and operational readiness of advisor- and agent-facing platforms.

The ideal candidate has deep expertise in Dev Ops, Site Reliability Engineering (SRE), and IT Service Management (ITSM), combined with a proven track record managing large-scale platforms in cloud and hyperscaler environments (AWS, Azure, GCP). This leader will drive the evolution of traditional support models toward automation-first, AI-enabled operations, embedding reliability into agile delivery and ensuring real-time observability and business-aligned incident management.

• Own the health, uptime, and reliability of Field Productivity platforms across advisor and agent ecosystems
• Lead the transition from traditional support models to Dev Ops and SRE-aligned operations
• Leverage AI/ML-powered monitoring (AIOps) to detect, predict, and prevent incidents proactively

• Oversee incident response, root cause analysis, release readiness, and environment support
• Establish clear ownership during incidents and drive cross-team resolution and communication
• Automate incident response, recovery, and change workflows; govern uptime SLAs and audit readiness

• Manage vendor operations teams and enforce accountability for SLAs and incident resolution
• Partner with enterprise teams (Security, Architecture, Compliance, Delivery) for aligned execution
• Create a shared ownership model with internal and external partners for operational performance

• Implement and manage observability practices (logs, metrics, traces, synthetic monitoring)
• Use hyperscaler-native tools and third-party platforms for real-time insights
• Introduce shift-right testing and production validation for quality at scale

• Drive automation across patching, upgrades, incident handling, and release deployment
• Partner with engineering and QA to embed resilience into delivery pipelines
• Continuously improve KPIs: uptime, MTTR, change failure rate, incident volume, release velocity

• Lead and scale distributed operations teams across multiple locations and time zones
• Build strong partnerships across business and technology stakeholders
• Represent Field Productivity Technology in resiliency, cloud operations, and enterprise support forums

• 15+ years of experience in technology operations, platform support, or site reliability leadership
• Proven success managing high-severity incidents and cross-functional coordination
• Deep understanding of Dev Ops, SRE, and ITSM/ITIL frameworks in agile enterprise environments
• Hands-on experience with AWS, Azure, GCP, and observability tools
• Experience managing vendor teams and enforcing SLAs/performance targets
• Knowledge of compliance and security standards in enterprise operations
• Executive presence with strong communication and problem-solving skills
• Preferred
  
  Certifications:
  
  ITIL, SRE Foundation, Dev Ops Leader, TOGAF, AWS/GCP/Azure Architect-level

Cloud & Hyperscaler Platforms

• AWS (Cloud Watch, Lambda, ECS/EKS)
• Azure (Monitor, App Insights)
• GCP (Stackdriver, GKE)

Observability & Monitoring

• Dynatrace, Datadog, New Relic, Splunk, ELK Stack, Prometheus, Grafana

Incident & Change Management

• Service Now, Pager Duty, Opsgenie, Jira Service Management

Automation & Infrastructure-as-Code

• Terraform, Ansible, Chef, Puppet

CI/CD & Deployment Automation

• Jenkins, Git Lab CI, Azure Dev Ops, ArgoCD

AIOps & Intelligent Ops

• Moogsoft, Big Panda, BMC Helix, or similar ML-powered incident management tools

Security & Compliance

• Qualys, Tenable, Prisma Cloud, OWASP ZAP

• Reliable, stable, and production-ready platforms that scale with advisor and agent needs
• Proa…