VP of DevOps & Technical Support

About A Place for Mom

We’re the leading online platform connecting families searching for senior care with a team of experienced local advisors providing insight-driven, personalized solutions. As the nation’s most trusted senior advisory service, we are a mission-based organization that enables caregivers to make the best senior living decisions for their loved ones. With hundreds of senior living experts nationwide, A Place for Mom helps hundreds of thousands of families each year simplify the process of finding the right senior care solution across home care, independent living, memory care, assisted living, and more.  Our services are offered at no cost to families as we’re paid by the 14K+ communities and 3K+ providers in our network.

Recently awarded one of the 2022 Best Places to work in NY and Best HR teams by comparably, the leading workplace culture and brand reputation platform, A Place for Mom is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. 

Employees who thrive at A Place for Mom live our values every day:

• Focus on excellence
• Act with integrity and assume positive intent
• Drive outcomes every day with passion and a sense of mission
• Make the lives of our families and customers better, easier and more successful
• Realize the full potential in each team member -- work as a single supportive team

Who you are:

The VP of DevOps & Technical Support is responsible for leading and optimizing DevOps practices, overseeing end user and enterprise support, managing incident response, and ensuring robust cybersecurity measures. Reporting directly to the CTO, this role drives efficient development workflows, high-quality user support, reliable operational performance, and a secure technology environment. - Experience implementing and instilling Platform Engineering principles, concepts and culture is preferred.

What you will do:

• DevOps Management:

  • Lead and enhance DevOps practices, including CI/CD pipelines, automation, and infrastructure management    
  • Oversee the creation of tools, services, and infrastructure that empower developers to build, deploy, and manage applications efficiently.
  • Manage and optimize KPIs such as employee productivity, downtime, mean time to acknowledge, mean time to respond, time to resolution, and system availability (e.g. DORA metrics).
  • Collaborate with engineering teams on planning software rollouts, support escalations, and problem management.

• Cybersecurity:

  • Develop and implement cybersecurity strategies to protect against threats and ensure data integrity.
  • Secure desktops, laptops, and applications.
  • Document procedures and policies to formalize APFM compute policies and ensure compliance.

• End User Support:

  • Optimize desktop support processes to minimize downtime and increase productivity.
  • Oversee the end user support function, ensuring prompt resolution of technical issues and enhancing user satisfaction.
  • Provide a best-in-class employee onboarding experience, ensuring timely setup and smooth integration.

• Enterprise Support:

  • Manage enterprise support services, including internal systems, Google Admin, Exchange Online, and office networks.
  • Manage inventory (desktops, laptops, monitors, cell phones, accessories) and software licenses for email, virus scanners, and productivity tools.
  • Plan annual budgets for hardware, software, and personnel.

• Incident Management:

  • Manage incident management processes for both technical issues and security incidents.
  • Implement effective crisis management to reduce system downtime, provide transparency, and address root causes to mitigate potential system issues.
  • Develop and implement incident response plans, conduct post-incident reviews, and drive continuous improvement.

• Leadership and Strategy:

  • Provide leadership and mentorship to DevOps, support, and cybersecurity teams, fostering a culture of excellence and continuous improvement.
  • Develop and execute strategic plans to align DevOps, support services, and cybersecurity with broader organizational goals.
  • Build relationships with peers, customers, and cross-functional teams to ensure alignment and collaboration.

• Collaboration and Communication:

  • Engage with stakeholders at all levels to ensure effective communication and coordination of technical initiatives and support services.
  • Provide regular updates on operational performance, incident status, cybersecurity posture, and strategic initiatives.

Required Skills and Competencies:

• Experience:

  • 10+ years of experience in managing a distributed technical support team.
  • 5+ years of experience in managing support managers.
  • Experience supporting 1000+ employees, including a 400+ person sales team and 100+ call center agents.
  • Proven ability to manage by metrics  and automate process workflows in ServiceNow.
  • Experience in recruiting and developing talent.

• Technical Skills:

  • Strong proficiency in DevSecOps practices, IT support, cybersecurity measures, incident management, and relevant technologies such as AWS (CLoud Infrastructure mgmt), IaC (Terraform/Pulumi/Ansible), CI/CD (CircleCI/Jenkins/GitLab), Cloud monitoring(CLoudwatch/NewRelic/DataDog/AppDynamics), and Spark.
  • Experience in creating and implementing complex, cross-organization programs to drive efficient, innovative operations and contain expenses.
  • Proven experience with Streamlining systems, improve operational efficiency and optimize cost across platforms.

• Leadership:

  • Proven leadership skills with experience managing cross-functional teams and implementing strategic initiatives.
  • Ability to act as a liaison between cross-functional teams on technical escalations affecting employees.
  • Proven ability to collaborate with Product and Engineering teams to resolve complex technical issues, document product bugs, and influence the product roadmap.

• Communication:

  • Excellent communication skills with the ability to convey technical information effectively to various stakeholders.

• Education:

  • Bachelor’s degree in Computer Science, Engineering, Cybersecurity, or a related field; advanced degree or equivalent experience preferred

Compensation

• Base Salary: $200,000 to $235,000 + 40% Bonus
• Benefits:
  • 401(k) plus match
  • Dental insurance
  • Health insurance
  • Vision Insurance
  • Paid Time Off

All your information will be kept confidential according to EEO guidelines.

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