Director, Technology Operations

RAPP Chicago is looking for a Director, Technology Operations to join our award-winning Technology team.

WHO WE ARE:

We are RAPP – world leaders in activating growth with precision and empathy at scale.

As a global, next-generation precision marketing agency we leverage data, creativity, technology, and empathy to foster client growth. We champion individuality in the marketing solutions we create, and in our workplace. We fight for solutions that adapt to the individual’s needs, beliefs, behaviors, and aspirations.

We foster an inclusive workplace that values diversity and emphasizes personal well-being.

HOW WE DO IT:

At RAPP, our fearless superconnectors help to create value from personal brand experiences by focusing on three key areas: connected data, connected content and connected decisioning.

Our data analysts identify who that person is, our strategists understand what they want, and our award-winning technologists and creatives know how to deliver it – ensuring we’re able to activate authentic customer connections for our clients.

Part of Omnicom’s Precision Marketing Group, RAPP is comprised of 2,000+ creatives, technologists, strategists, and data and marketing scientists across 15+ global markets.

YOUR ROLE:

RAPP has a tradition that encourages entrepreneurial thinking, innovative solutions, and the conviction to execute. We seek individuals who thrive in a fast-paced, problem-solving environments. We are looking for a talented Technology Operations Lead with expertise working in the CRM space. In this role, you will Lead Operational Continuity and Maintenance for our modernized marketing platform. You will have an opportunity to work in the niche Government Cloud platform that is offered only to the Department of Defence agencies. In this role, you will have endless possibilities to grow and make an impact, in an organization that is witnessing tremendous business growth.

YOUR RESPONSIBILITIES:

• Oversee maintenance of the MarTech platform, applications and systems
• Foster and manage relationships, both internally as well as with our clients and agency partners
• Using industry best practices, oversee application troubleshooting, maintenance, identification, escalation, and resolution of issues
• Establish vendor management SOPs including SLA monitoring, problem resolution and service requests.
• Make informed and timely decisions in high pressure situations to minimize operations impact from system outages / issues.
• Manage and mentor production support team and mature operations management processes.
• Plan and manage multiple system upgrades and releases on a quarterly and monthly basis.
• Measure system performance health by building log analytics and alerting mechanisms.
• Provide daily / weekly / monthly Service Management Metrics update to leadership and clients partners.

REQUIRED SKILLS:

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Proven leadership experience (typically 5 years) in IT operations, Production Support or similar roles
• Demonstrated experience of coaching and managing a team of production support analysts /engineers
• Experience and knowledge of incident, problem, and change management processes, including ITIL best practices and service management principles
• Excellent communication and interpersonal skills
• Strong analytical skills and ability to identify patterns and trends in incident and problem data
• Experience managing multiple vendors and service providers
• Proficiency in IT monitoring tools and incident tracking systems (AWS CloudWatch, CloudTrail, DataDog, ELK, Service Now)
• Sound understanding of IT infrastructure and application architectures
• Proficient in Marketing Technologies and Tools such as Pega
• Solid proficiency in operations in public cloud (AWS in particular)
• Strengths in executive level communications, reporting and presentations
• Open to Hybrid work schedule. Should be able to commute to our Chicago downtown office
• US Citizens only

GOOD TO HAVE (NOT MANDATORY) QUALIFICATIONS:

• T3 Security Clearance

 

Our hybrid work model:

RAPP's current hybrid model is designed to enable in-person connections and collaboration that is core to our culture, while also supporting flexibility for all employees. As such, we have the option to work from home two days per week, if we'd like. 

RAPP provides a competitive salary and comprehensive benefits plan. Benefits for this role include health/vision/dental insurance, 401(k), stock