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Director of Security & Operations

Full-Time Position

Seattle, WA

The Director of Security & Operations is a pivotal role at Usermind as you will be responsible for the overall security and operations for Usermind. You will champion the coordination between all responsible teams, for example Ops, IT, QA, Software Development, Product etc., and be the primary point of contact for all security and ops related requests, changes, and incidents as related to our cloud services.

We will rely on your in-depth knowledge of industry-standard frameworks, such as HITRUST, SOC2, and ITIL as well as your proven track record in being able to maintain a continuous improvement model, establish KPIs around cloud operations, and build out the team as needed.

This is an exceptional opportunity for a dynamic, strategic leader who is looking for the opportunity to be part of a fast-growing, customer experience company. If this challenge intrigues you, and you want to create something great, keep reading.

Key responsibilities

  • Be the customer facing representative for Operations and Security in Usermind
  • Help with submitting vendor risk assessments for customers and lead technical architecture sessions with pre-sales as needed.
  • Provide technical leadership, coaching and mentoring for the team you build, fostering a culture of accountability, innovation and team building.
  • Drive, as the primary owner, the communication strategy to satisfy internal and external stakeholders and convey service health, tracking against SLAs, current and historical incidents, upcoming events or upgrades.
  • Create relationships with other departments, including Development, Customer Engineering, Marketing, Product Management, Documentation and Training, to make sure we provide services with high availability and superior performance for all our customers.
  • Propose, drive, and implement initiatives within the support organization to maximize the customer support experience.
  • Prime both proactive and reactive customer engagements.
  • Ensure Usermind’s cloud platform and services are designed to support and align with our overall business strategies and priorities. Service design activities will include building out service capabilities to match SLA requirements, capacity modeling for scale and cost, and security management.
  • Work closely with Development teams to make sure new features are reliable, easily deployable, and support the requirements of the service in terms of scale and security.
  • Influence Sr Support Engineers and development teams to improve the customer support experience.
  • Ensure all technical procedures (Installation, Configuration, Run Books) are documented and updated and are contributing to the maintenance of operational standards.

Ideal Experience:

  • 5+ years of progressive leadership experience in a CSOC or customer support environment, managing a global team of individuals
  • Experience in working within industry standards such as HITRUST, ISO 27001:2013, ITIL, FedRAMP/GovCloud, etc.
  • At least 10 years of relevant industry experience in maintaining a 24x7 heterogeneous hardware/software at scale and high availability production environment
  • At least 5 years of experience with service operations and extensive knowledge of cloud infrastructure planning and operations, design and deployment, as well as system life cycle management in supporting a SaaS infrastructure
  • 5 years of experience with AWS stack, Jenkins, CI/CD, DevOps, ITIL/Service Catalogs
  • Solid understanding of Networking/VPCs/monitoring & alerting frameworks and tools
  • Substantial experience in operating a 24/7 high-availability cloud infrastructure in a highly transactional environment
  • Understanding of Amazon Web Services (AWS) environment; exposure to other IaaS environments is a plus (Microsoft Azure, Google Compute Engine etc.)
  • Experience with large Linux (Red Hat based), Microsoft Windows, Database Technologies (Oracle, SQL Server, PostgreSQL etc.) environments preferred

Who you are:

  • Can manage multiple simultaneous and diverse technology issues to resolution, with minimal supervision and an unbeatable sense of urgency.
  • Are a highly motivated individual with a passion for cloud environments, scalability, and staying at the bleeding edge of new technology.
  • Have strong verbal and written communication skills, including the ability to influence other levels of management. You can develop technical documentation, and create customer / internal communications.
  • Have general business management knowledge of support policies and procedures.
  • Are a leader, who others often say motivates them to be their absolute best.

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