Director, Engineering Operations

Procore Technologies, Inc.•Austin, TX

49d

About The Position

As a Director, Engineering Operations, you will oversee global engineering operations. This includes global engineering response of all production systems and leadership of our Site Reliability and Engineering teams. You will oversee the response, resolution, and coordination of on-call teams to maximize the availability and reliability of all Procore production systems. You will lead weekly operational reviews detailing major incidents, oversee incident retrospectives, and ensure timely remediation plans are completed with high quality to avoid future incident repeats. You will work closely with our internal product teams to influence opportunities that improve Procore products and services from an operational lens. You will deliver and execute well-designed and strategically aligned operational policies and procedures to minimize downtime for Procore's customers as well as preparing and approving customer facing incident reports. You will leverage your previous operational experience to facilitate world-class operational runbooks, disaster recovery procedures, and compliance policies. You will work with customer support, external comms, and legal representatives as appropriate. You will regularly present executive leadership summaries concerning Procore state of operations.

Requirements

10+ years of enterprise-grade production operations experience with world class 24x7 incident management policies and procedures. Relevant operational experience in SaaS or high volume transactional environments serving millions of global users.
7+ years of leadership experience in governing and managing engineering toolchains to drive engineering excellence and standards across a diverse tech landscape.
Experience with global follow-the-sun engineering response procedures as well as handling customer communications at an executive level.
Proven data-driven leadership with creating frameworks, templates, processes, and cadences that facilitate decision-making, including metrics, dashboards, and organizational comms that optimize ITIL best practices such as reducing MTTD and MTTR.
Experience in building and facilitating enterprise-grade disaster recovery policies and procedures.
Licenses/Certificates/Designations - based on the field of technical expertise.
A deep understanding of software development lifecycles (SDLC) and product management best practices, such as lean product management, Agile Scrum, Kanban, CI/CD, etc.

Responsibilities

Develop and execute Procore's global operations strategy while regularly communicating with executive leadership.
Deliver and operate an effective incident management framework. This means you will lead and coordinate incident response efforts globally, ensuring minimal downtime while establishing world class operation standards and communication protocols during incidents.
Identify and mitigate operational risks.
Build and manage a high-performance SRE team, troubleshoot complex problems, setting performance goals and metrics, ensuring systems meet or exceed established benchmarks.
Develop and maintain contingency plans to address potential disruptions.
Versed in various compliance policies and procedures including, but not limited to, disaster recovery, change management, security protocols, audit compliance, and support.
Manage teams responsible for Maintenance and Operations of Procore FedRAMP authorized systems and environments.
Collaborate, where appropriate, with various internal teams such as customer relations, legal, quality, product and engineering, as well as senior leadership.
Develop and manage the operations budget, ensuring cost-effectiveness.