Snr. Operations Manager coordinating the production department operations respecting quality and cost requirements. Ensures safety and availability of production capacity in a fast - paced international environment.
About the role
- Director of Global Technical Operations leading operational efficiency for a game commerce company, scaling service delivery and collaboration across engineering and product teams.
Responsibilities
- Lead and scale the Operations organization, overseeing service delivery, platform reliability, and 24/7 monitoring functions.
- Develop and optimize operational processes and governance frameworks that drive consistency, efficiency, and scalability.
- Partner with Engineering, Product, and Infrastructure teams to ensure seamless platform operations and readiness for new releases.
- Define and track key operational metrics (uptime, latency, incident frequency, and resolution times).
- Champion a customer-first culture within Operations — ensuring all processes enhance the experience of developers, publishers, and players.
- Collaborate with Customer Success and Support to resolve systemic issues and improve responsiveness and transparency.
- Translate operational insights into actionable improvements for customer experience.
- Drive proactive communication during platform incidents and service changes.
- Partner closely with the Security organization to manage and support security-related events, incidents, and investigations.
- Ensure operational readiness and documentation for responding to security alerts and threats.
- Participate in post-incident reviews and implement process improvements based on findings.
- Collaborate with Security and Compliance teams to align with global standards and certifications (SOC 2, ISO 27001, GDPR, PCI-DSS).
- Support audit processes and contribute to maintaining a strong security posture across all operational systems.
- Lead automation, monitoring, and observability initiatives to improve efficiency and response time.
- Evaluate and implement operational tools (e.g., Datadog, Grafana, PagerDuty, Jira) to streamline workflows.
- Build and maintain operational runbooks, playbooks, and documentation for key systems and processes.
- Continuously assess operational bottlenecks and introduce data-driven process improvements.
- Build and mentor a high-performing operations team, fostering a culture of ownership, transparency, and continuous improvement.
- Partner with executive leadership to align operational priorities with company objectives.
- Manage vendor relationships, operational budgets, and service-level agreements(SLAs).
Requirements
- 10+ years in Operations, Service Delivery, or Platform Management within SaaS, payments, or gaming environments.
- 5+ years in senior leadership roles managing global or cross-functional teams.
- Proven track record in improving operational efficiency, reliability, and customer satisfaction.
- Experience collaborating with Security and Compliance teams during incident response and audit processes.
- Strong understanding of cloud infrastructure (AWS, GCP, or Azure) and distributed systems.
- Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
- Relevant certifications (ITIL, PMP, or SRE) are a plus.
Benefits
- Competitive salary
- Flexible working hours
- Professional development budget
- Home office setup allowance
- Global team events
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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