Director of Technology Operations - Omni - Remote
About The Position
At Optum, we are shaping the future of health care through technology that powers better outcomes for millions of people. As Director, Technology Operations – Engineering, you will provide strategic and operational leadership for enterprise technology operations, observability, and omnichannel contact center platforms. You will be accountable for the availability, performance, and resilience of mission-critical systems, leading global teams that monitor, operate, and optimize infrastructure and applications across cloud and on-prem environments. This role is key to delivering exceptional experiences for patients, providers, and partners while driving operational efficiency and innovation at scale. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.
Requirements
- 10+ years in enterprise technology operations leadership, including running 24x7 mission-critical environments
- 5+ years leading observability, monitoring, or SRE functions, including dashboarding, telemetry, and synthetic monitoring
- 5+ years of operational ownership for omnichannel platforms (AWS Connect, Genesys, NICE, or equivalent)
- Deep experience managing operational command centers and incident/problem/change processes
- Solid background in cloud operations and engineering (AWS preferred), including automation, scaling, and FinOps awareness
- Demonstrated ability to lead global teams and influence across engineering, security, and business functions
- Proven excellent communication skills, capable of briefing executive stakeholders and translating technical issues into business context
Nice To Haves
- Experience deploying AI/ML-driven observability (AIOps) solutions
- Knowledge of ITIL, SRE, and DevOps frameworks
- Proven success driving continuous improvement and operational modernization
Responsibilities
- Define and execute the enterprise operations strategy for observability, monitoring, and service reliability across all technology platforms
- Lead the Omni Operations Command Center (OOCC) and ensure operational rigor, rapid incident response, and alignment with business SLAs
- Establish and report on operational health metrics,SLI, SLOs, and KPIs to senior executives
- Build and mature an outside-in monitoring and observability framework leveraging tools like Grafana, Datadog, Splunk, Dynatrace, and ServiceNow
- Drive proactive incident detection and business impact visibility through synthetic monitoring, telemetry, and AIOps capabilities
- Own operational excellence for AWS Connect, Genesys Cloud, and NICE platforms, ensuring a seamless omnichannel experience across voice, chat, email, and self-service
- Partner with product engineering teams to improve reliability, scale, and innovation in contact center capabilities
- Oversee cloud infrastructure operations, ensuring high availability, security, and cost optimization across AWS and hybrid environments
- Champion automation, runbook development, and continuous improvement in cloud operations
- Serve as senior escalation leader for Sev1/Sev2 events, coordinating cross-functional response and executive communication
- Drive enterprise root cause analysis programs and implement systemic fixes
- Recruit, mentor, and develop high-performing global operations teams, fostering a culture of accountability, learning, and operational excellence
- Build and manage strategic relationships with technology vendors, ensuring SLA adherence and maximizing value
Benefits
- In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
- No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
