Head of Technical Operations and Support

Cogito is advancing the way people communicate by applying machine learning to enhance conversations in real-time. This is your chance to be a part of a trailblazing organization that is making a real difference using the latest cloud technologies for building highly-scalable products. Cogito performs in-call voice analysis and delivers real-time guidance to agents and unprecedented insights to managers to an impressive portfolio of Fortune 500 clients. 

In this role you will be accountable for the operational reliability and efficiency of our AI based enterprise application. You will work closely with architecture, development, cloud operations, infrastructure, quality engineering as well as cross functionally to drive continuous improvement initiatives.

The right candidate will earn trust through outstanding performance, effective communications, and a strong record of delivering timely and effective results. You should have experience managing complex programs. The ideal candidate has broad technical skills in the area of modern cloud based Enterprise SaaS applications, 24/7 cloud operations, SDLC processes, and a deep analytical background. Strong judgment and a demonstrated ability to influence without explicit authority are key to success.

• Demonstrate leadership abilities to our customers with the flawless deployment of software upgrades, enhancements, and fixes that are delivered based on published release schedules and long term change management plans.
• Work with all engineering teams and cross functionally to ensure that we are exceeding customer uptime and meeting service level agreements.
• Track software issues reported by customers and work with engineering leaders to ensure the same are addressed in accordance to the service level agreements. 
• Work with engineering leaders to provide visibility into estimated time of resolution so the same can be communicated back to customers.
• Drive efforts to continually increase effectiveness of our technical teams (e.g., diagnosing team pain points, creating scalable processes, strengthening decision-making, anticipating needs, improving access to information), and most of all, adapting to the new needs of a growing and evolving company
• Maintain and increase performance of operations through the reduction of outages, implementation of more effective controls, and the timely resolution of outstanding technical issues.
• Set and maintain standards and best practices for improving product reliability.
• Identify and help reduce gaps in software development processes and production alerts and monitoring. 
• Model AWS and 3rd party tool spending based on historical data as well as based on growth forecasted.
• Monitor, control, and track AWS spending. Work with engineering leaders to ensure anomalies in AWS spend are promptly alerted and addressed.
• Ensure customer satisfaction and fast resolution for support issues stays as a guiding principle cross functionally.
• Ability to work flexible hours in coordination with the Eastern Standard time zone (EST)

• 10 years of professional and proven senior leadership experience in organizations developing enterprise applications
• Proven leadership over enterprise-wide production infrastructure, networks, software change management, and release planning
• Experience in improving production uptime to four 9s and higher
• Strong knowledge and experience with scrum/agile processes, CICD, and automation in software development life cycle.
• Well rounded understanding of the varied and numerous AWS cloud services like EKS, EC2, RDS that are used to build and support a modern cloud native application. 
• Operational experience with other cloud vendors is a plus. 
• Ability to work collaboratively and cross functionally.
• Excellent data analysis and problem-solving skills.
• A customer-centric mindset and a commitment to quality.
• Strong influencing skills, with a reputation for getting things done effectively.
• Strong interpersonal and communication skills, with the ability to navigate complex situations and effectively influence at all levels of an organization.

Benefits

Health - Medical, dental, vision, life, and disability insurance, health savings account (HSA), and flex spending accounts (FSAs) 

Time Off - 37 paid days off per year (vacation, company holidays), sick time, extra paid parental leave, and flexible work schedules 

Perks - $2,000 annually toward professional development, pet insurance, $500 annual well-being allowance, work-from-home stipend, referral bonus programs, and an employee assistance program (EAP) 

Equal Opportunity Employer

Cogito is a proud equal-opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status, or veteran status.

Authorization to Work

Applicants for employment in the US must be authorized to work in the US.

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