What You'll DoIT Operations & Infrastructure- Lead a team of 10+ global resources focused on help desk services, facility management, SOC policy enforcement, and asset management
- Design and oversee infrastructure architecture for 99.5%+ uptime in a healthcare SaaS environment
- Deliver a helpdesk service to maintain a 95% SLA within the response and resolution framework
- Co-own incident management, escalation protocols, and post-incident review culture
- Manage infrastructure spend and cloud resource optimization (AWS, GCP, or multi-cloud)
- Lead technical standardization across development, security, and product teams
AI-Enhanced Operations- Identify and implement AI/ML tools to improve operational efficiency (predictive alerting, anomaly detection, root-cause analysis)
- Experiment with AI-driven automation for routine operational tasks
- Work with OpenLoop's AI Program to understand how AI can transform IT operations and share learnings
- Build a culture of intelligent observability-moving from reactive to predictive operations
- Evaluate emerging AI/ML tooling for infrastructure, monitoring, and incident response
AI Program Operations Support- Work alongside the VP of Enterprise Technology to operationalize the AI Program
- Define operational requirements for AI model deployment, monitoring, and governance
- Establish observability and alerting standards for AI systems at scale
- Build operational runbooks and playbooks that enable safe, rapid experimentation
Security & Compliance- Partner with Security to ensure operational practices support SOC 2, HIPAA, and state healthcare compliance
- Manage access control, secrets management, and least-privilege architectures
- Own disaster recovery and business continuity planning
- Lead quarterly compliance audits and remediation workflows
Reliability & Performance- Establish SLAs/SLOs for critical services and own performance against them
- Build a culture of blameless postmortems and continuous improvement
- Design monitoring, alerting, and observability infrastructure
- Lead capacity planning and infrastructure roadmap
Stakeholder Management- Communicate infrastructure health, risks, and roadmap to leadership and cross-functional teams
- Support product and engineering teams with infrastructure provisioning and troubleshooting
- Manage relationships with vendors and cloud providers
- Mentor and develop operational staff
Who You AreRequired- 8+ years in IT operations, infrastructure engineering, or site reliability roles
- 5+ years in a leadership role managing technical teams (5+ direct reports)
- Proven experience operating mission-critical SaaS or healthcare platforms
- Deep expertise with cloud platforms (AWS, GCP, or Azure) and infrastructure-as-code
- Strong understanding of HIPAA compliance, security baselines, and healthcare regulations
- Experience designing systems for 99.5%+ uptime and handling production incidents
- Track record of building strong operational cultures (automation-first, blameless postmortems, on-call excellence)
- Comfortable in ambiguity-ability to build processes from scratch in a fast-growing organization
Preferred- Experience building IT organizations in early-stage/hypergrowth companies
- Hands-on experience with containerization (Docker, Kubernetes) and modern DevOps stacks
- Background in healthcare (EMR/EHR systems, telehealth platforms, etc.)
- Experience supporting machine learning or AI infrastructure at scale
- Familiarity with database operations, replication, and backup/recovery strategies
- Knowledge of healthcare data architecture and privacy requirements
- Startup experience or consulting background
- Experience evaluating or implementing AI/ML tooling for operations (predictive alerting, AIOps platforms, etc.)
- Track record of using AI to improve operational efficiency or decision-making
Our BenefitsIn addition, for salaried positions you would also be eligible for:
- Medical, Dental, and Vision plans
- Flexible Spending/Health Savings Accounts
- Flexible PTO
- 401(k) + Company Match
- Life Insurance, Pet insurance, and more
