Director - Technology Operations

Role : Director of Technology Operations

About Us :

At Infra360.io, we are a next-generation cloud consulting and services company committed to delivering comprehensive, 360-degree solutions for cloud, infrastructure, DevOps, and security. We partner with clients to transform and optimize their technology landscape, ensuring resilience, scalability, cost efficiency and innovation.

Our core services include Cloud Strategy, Site Reliability Engineering (SRE), DevOps, Cloud Security Posture Management (CSPM), and related Managed Services. We specialize in driving operational excellence across multi-cloud environments, helping businesses achieve their goals with agility and reliability.

We thrive on ownership, collaboration, problem-solving, and excellence, fostering an environment where innovation and continuous learning are at the forefront. Join us as we expand and redefine what's possible in cloud technology and infrastructure.

Role Summary :

The Director of Technology Operations will lead and scale Infra360's technology team, driving growth, operational excellence, and client success. The role involves strategic leadership, project management, and delivering innovative solutions in cloud, DevOps, SRE, and security. The ideal candidate will foster a culture of collaboration and innovation while ensuring high-quality service delivery and identifying opportunities to expand client engagements.

Key Responsibilities Leadership & People Management :

- Lead, mentor, and grow a team of engineers, scaling the team from 10 to 50.

- Foster a culture of innovation, collaboration, ownership, and excellence.

- Oversee talent acquisition, retention, and professional development within the team.

- Time Management : Prioritize tasks effectively to balance strategic initiatives, team management, and client interactions.

- Accountability : Take ownership of deliverables and decisions, ensuring alignment with company goals and values.

- Pressure Handling : Maintain composure under pressure and manage competing priorities effectively.

Technology Operations :

Requirement Gathering & Statement of Work (SOW) Creation :

- Client Needs Analysis : As and when required, conduct detailed requirement-gathering sessions with clients to understand their objectives, pain points, and technical needs.

- Audit Facilitation : Coordinate with the tech team to perform cloud audits, identifying areas for cost optimization, security improvements, and enhanced reliability.

- SOW Creation : As and when required, draft and finalize comprehensive Statements of Work (SOW) that clearly outline deliverables, timelines, and expectations. Should be able to actively participate in client discovery calls

Client & Resource Onboarding :

- SOW Understanding : Thoroughly review and understand the SOW, including scope, deliverables, timelines, milestones, and SLAs to own the whole process

- Resource Allocation & Onboarding : Identify and onboard the right resources for the project, ensuring team members are briefed on client requirements, project scope, and deliverables.

- Stakeholder Alignment : Ensure alignment with clients and internal teams on all aspects of the SOW to avoid scope creep and ensure clear expectations.

- Onboarding Process : Develop and execute a structured client onboarding process, ensuring a smooth transition and setup of services.

- Access & Tools Setup : Facilitate timely access to client environments, tools, and necessary documentation for the team.

- Documentation : Provide regular documentation on service usage, reporting, and escalation processes.

Project & Operations Management :

- Project Monitoring : Weekly sprint planning with clients and daily stand up calls with project teams to ensure timely delivery, quality and efficiency of team members

- Work Review & Oversight : Regularly review team members' work and technical approaches to ensure alignment with best practices.

- Quality Assurance : Implement processes to maintain high-quality standards across all deliverables.

- Delivery Excellence : Ensure timely and successful delivery of projects, meeting client expectations and SLAs.

- Ensuring progress according to SOW and achieving milestones

Client Engagement & Stakeholder Management :

- Monthly SOW progress & achievements to get the sign-off through feedback integrations

- Regular Client Meetings : Schedule and conduct weekly/bi-weekly meetings with clients to discuss project progress, address concerns, and gather feedback.

- Client Rapport Building : Establish and maintain strong relationships with clients through proactive engagement and communication

- Act as a subject matter expert to clients, helping them achieve their cloud and infrastructure goals.

Technical Content & Marketing Support :

- Case Study Development : Provide technical insights and content for creating impactful case studies that highlight successful client engagements and solutions.

- Architecture Diagrams : Design and deliver detailed architecture diagrams to visually represent technical solutions for marketing and sales materials.

- Collaboration with Marketing : As and when required, work with the marketing team to ensure technical accuracy and relevance in promotional content, showcasing the company's expertise.

Strategic Planning & Upselling :

- Account Growth Strategy : Develop and execute strategies to expand service offerings within existing client accounts.

- Client Needs Assessment : Regularly engage with clients to identify evolving needs and opportunities for additional services in cloud, DevOps, SRE, and security.

- Service Expansion : Identify and introduce premium services, add-ons, or long-term engagements that enhance client outcomes.

- Cross-Selling Opportunities : Collaborate with internal teams to bundle services and present holistic solutions.

Process Optimization & Innovation :

- Process Standardization : Identify areas for improvement and implement standardized processes across projects to enhance efficiency and consistency.

- Automation : Leverage automation tools and frameworks to streamline repetitive tasks and improve operational workflows.

- Continuous Improvement : Foster a culture of continuous improvement by encouraging feedback, conducting regular process reviews, and implementing best practices.

- Innovation Initiatives : Drive innovation by introducing new tools, technologies, and methodologies that align with business goals and client needs.

- Metrics & KPIs : Define and track key performance indicators (KPIs) to measure process effectiveness and drive data-driven decisions.

Requirements Technical Skills of Ideal Candidate :

Technical Expertise :

- Deep knowledge of Infrastructure, Cloud, DevOps, SRE, Database Management, Observability, and Cybersecurity services.

- Solid 10+ years of experience as an SRE and DevOps with a proven track record of handling large-scale production environments

- Strong Experience with Databases (PostgreSQL, MongoDB, ElasticSearch, Kafka)

- Hands-on experience with ELK or other logging and observability tools

- Hands-on experience with Prometheus, Grafana & Alertmanager and on-call processes like Pagerduty

- Strong with skills - K8s, Terraform, Helm, ArgoCD, AWS/GCP/Azure etc

- Good with Python/Go Scripting Automation

- Strong with fundamentals like DNS, Networking, Linux

- Experience with APM tools like - Newrelic, Datadog, and OpenTelemetry

- Good experience with Incident Response, Incident Management, Writing detailed RCAs

- Experience with Git and coding best practices

- Solutioning & Architecture : Proven ability to design, implement, and optimize end-to-end cloud solutions, following well-architected frameworks and best practices.

- Leadership & Team Management : Demonstrated success in scaling teams, fostering a collaborative and innovative work culture, and mentoring talent to achieve excellence.

- Problem-Solving & Innovation : Strong analytical skills to understand complex client needs and deliver creative, scalable, and impactful solutions.

- Project & Stakeholder Management : Expertise in project planning, execution, and stakeholder management, ensuring alignment with business objectives and client expectations.

- Effective Communication : Exceptional verbal and written communication skills to engage with clients, teams, and stakeholders effectively.

- Documentation & Organization : Ability to maintain well-organized, structured documentation and adhere to standardized folder structures.

- Attention to Detail & Follow Through Consistently capture key points, action items, and follow-ups during meetings and ensure timely execution.

- Time Management & Prioritization : Strong time management skills, with the ability to balance multiple priorities, meet deadlines, and optimize productivity.

- Task Tracking & Accountability : Maintain a personal task tracker to manage work priorities, monitor progress, and ensure accountability.

- Results-Driven & Growth Mindset : A proactive, results-oriented approach with a focus on continuous learning and improvement.