Full-Time Director, Engineering ITSM

Director, Software Engineering, AI Operations is a leadership role within the Operational Tooling & Automation (TANGO) team. This role oversees software development, delivery, and ongoing support of a suite of technology solutions, including artificial intelligence, used by engineering and operations personnel across the Global Streaming Technology organization to maintain daily operations of global streaming platforms. Applications include Event Management/AIOps, chatbots, and GenAI solutions used by ITSM teams.

The Director will lead a team of software engineers to architect, build, and maintain the AI solutions. This role is strategic, responsible for working across the organization to define and execute an AI strategy for Operations.

Responsibilities include:

1. Partnering with colleagues across Global Operations to identify and prioritize requirements, recommend technology solutions, and define platform roadmaps.
2. Providing oversight of software development activities for internal and external development teams related to AI and AIOps initiatives.
3. Fostering strong relationships with data stakeholders, aligning data strategy with business goals, and enabling cross-functional teams to utilize data for innovation and operational excellence.
4. Leading data analysis and research initiatives, ensuring data-driven decision-making, building and optimizing data pipelines.
5. Overseeing the entire software development lifecycle (SDLC), establishing best practices, ensuring engineering excellence, fostering collaboration, and optimizing processes to deliver high-quality, scalable, and efficient software.
6. Working closely with project and program managers to ensure plans properly account for engineering activities and timelines.
7. Hiring, managing, and mentoring a development organization, fostering engineering culture.
8. Ensuring applications are available 24/7/365, engaging in production incidents to resolve issues and communicate impact.
9. Defining operational KPIs, monitoring performance, and supporting teams to improve operational maturity.

Qualifications:

• Bachelor's degree in Information Systems, Computer Science, or relevant experience
• 10+ years experience in software engineering, including development and operational experience
• 5+ years experience leading a team of software developers
• 1+ years overseeing the development and deployment of AI/ML-based tools
• Highly organized, support multiple delivery teams
• Deep understanding of the SDLC and Agile-like development teams
• Experience managing large cloud-based platforms and supervising SaaS vendors
• Ability to advocate for change and influence decisions to support remediation goals
• Excellent verbal and written communication skills

Desired Characteristics:

• Experience with a digital media direct-to-consumer business
• Data-driven
• Understanding of large complex software systems and their interdependencies
• Availability to travel, domestically and internationally

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