Director, Technology Operations

Description

Summary

The Director of Technology Operations leads the teams responsible for the reliability, stability, and daily performance of all technology systems supporting employees, branches, and members across the credit union.

This leader owns both operational excellence and disciplined execution of strategic change. As the organization advances its digital transformation and migration to AWS, the Director ensures that modernization efforts are delivered safely while maintaining uninterrupted service for critical member-facing systems.

The role combines service leadership, infrastructure stewardship, vendor accountability, and hands-on incident command. The Director builds high-performing teams, strengthens operational rigor, and fosters a culture of accountability and hospitality where technology is dependable, secure, and easy to use.

Success in this role means fewer incidents, faster recovery, stronger vendor performance, predictable delivery of strategic initiatives, and a resilient environment that members and employees can trust.

Essential Functions

Operational Leadership

• Own end-to-end technology operations across service desk, infrastructure, and production systems
• Ensure high availability, performance, and reliability of all business-critical platforms
• Establish and measure SLAs/SLOs, service health metrics, and operational KPIs
• Lead incident, problem, and change management practices
• Drive operational maturity, standardization, and automation

Strategic Execution & Transformation

• Implement Technology and Credit Union strategy with clear operational roadmaps and priorities
• Lead execution of major initiatives including AWS migration, modernization, and automation programs
• Balance “run the business” reliability with “change the business” transformation
• Sequence work to reduce risk and avoid member or employee disruption
• Partner with Architecture, Security, and Application teams to ensure new solutions are supportable, scalable, and resilient
• Establish capacity planning and lifecycle management for sustainable growth

Major Incident Leadership (SWAT)

• Serve as incident commander for high-severity outages or critical business disruptions
• Lead cross-functional “SWAT” response teams during incidents
• Ensure rapid triage, clear decision-making, and business-aligned prioritization
• Communicate effectively with executive leadership and stakeholders during events
• Drive root cause analysis and long-term corrective actions
• Build a culture of preparedness through playbooks, drills, and post-incident learning

Vendor & Partner Management

• Own operational relationships with key technology vendors and service providers
• Establish clear SLAs, performance metrics, and accountability mechanisms
• Ensure vendors deliver measurable outcomes, not just services
• Integrate vendors seamlessly into incident response and operational processes

Client Services & Employee Experience

• Oversee helpdesk and desk-side support delivering responsive, hospitality-driven service
• Ensure effective triage, ticket management, and resolution across all technology domains
• Lead branch technology deployments and meeting room collaboration systems
• Improve employee productivity through frictionless, reliable technology experiences

Infrastructure & Cloud Platforms

• Lead design, build, and operation of cloud (AWS) and legacy infrastructure
• Oversee Microsoft ecosystem (M365, Entra, Active Directory, servers, endpoints)
• Ensure patching, lifecycle management, and security best practices
• Own backup and disaster recovery capabilities
• Guide modernization toward cloud-native and automated platforms

Site Reliability & Production Operations

• Establish SRE practices focused on stability, automation, and observability
• Oversee CI/CD pipeline operations and safe promotion of changes to production
• Lead monitoring, alerting, and proactive health management
• Reduce manual effort through automation and reliability engineering

People Leadership

• Lead and develop three managers and their teams
• Build a culture of ownership, accountability, and continuous improvement
• Coach leaders to scale themselves and their teams
• Promote collaboration and shared responsibility across technology functions
• Champion a service mindset grounded in