Technology Operations Lead

Great Gray

2d • Remote

About The Position

Great Gray is hiring a Technology Operations Lead to own operational discipline and delivery tracking across Engineering teams, including RPAG, BoardingPass, Data Engineering, AI, and DevOps. The role sets operating standards for Jira, stand-ups, escalations, and SLAs; tracks delivery against commitments; and identifies blockers early. It works across Engineering, Product, Customer Support, and third-party vendors, and reports to the Director, Data & AI.

The position is remote within the United States, but candidates must reside in one of the states where Great Gray is registered as an employer: CA, CO, CT, DC, DE, FL, GA, IL, IN, MA, MD, MI, MN, NC, NH, NJ, NV, NY, OH, PA, RI, SC, TN, TX, or VA. Visa sponsorship or transfer is unavailable; applicants must be authorized to work directly for any U.S. employer.

Great Gray provides trustee and administrative services to Collective Investment Trusts and is investing in its core business and complementary administrative services and technology solutions for the retirement market.

Requirements

• Bachelor’s degree and at least 7 years of experience in operations, delivery management, or program management, including at least 2 years in a lead role.
• Hands-on experience with Jira workflows, boards, and reporting, and Salesforce or a comparable case management tool.
• Track record of defining and enforcing SOPs.
• Experience defining, negotiating, and tracking SLAs with customers, vendors, and internal stakeholders.
• Experience with monitoring and observability tools and defining meaningful alerts and SLAs.
• Working familiarity with a major cloud platform: AWS, Azure, or GCP.
• Clear written and verbal communication with engineers and non-technical stakeholders.
• Sound judgment under pressure and ability to prioritize competing demands.
• Must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.
• Must reside in a state where Great Gray is registered as an employer.

Responsibilities

• Define and maintain Agile methodology SOPs, including Jira usage, refinement, and stand-ups across Engineering teams, and drive adoption.
• Track PRDs, TRDs, Jira epics and stories, story points, and due dates across Engineering; surface blockers and risks early.
• Participate in weekly delivery check-ins and hold Engineering and Product accountable for commitments.
• Own the escalation path for customer-reported issues, ensuring consistent triage in Salesforce and Jira, clear ownership, and written ticket updates.
• Maintain a live known-issues view and brief Support and relationship teams after each release on changes.
• Manage data SLAs with key clients, third-party vendors, and internal stakeholders, monitoring delivery against agreed timelines and quality expectations.
• Report regularly on delivery performance, resolution times, SLA performance, and enhancement requests routed to Product.
• Complete other related duties as assigned.

Benefits

• Competitive compensation package.
• Group medical, dental, and vision insurance.
• Employer-paid life and disability insurance.
• Annual well-being stipend.
• Eligible employees may contribute to a 401(k) plan with an advantageous employer contribution model.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior