Technology Operations Lead
New
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Great Gray GroupRetirement services
This position will work remote from the United States. Remote employment in this role is restricted to candidates residing in states where Great Gray is currently registered as an employer. These states are limited to: CA, CO, CT, DC, DE, FL, GA, IL, IN, MA, MD, MI, MN, NC, NH, NJ, NV, NY, OH, PA, RI, SC, TN, TX and VA.Full-TimeLead
Salary not disclosed
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Job Details
- Experience
- 7+ years in operations, delivery management or program management, including 2+ years in a lead role.
- Required Skills
- AWSSalesforceJiraAzure
Requirements
- Hold a bachelor’s degree.
- Have 7+ years of experience in operations, delivery management, or program management.
- Have at least 2 years of experience in a lead role.
- Have hands-on Jira experience, including workflows, boards, and reporting.
- Have experience with Salesforce or a comparable case management tool.
- Have a track record of defining and enforcing SOPs.
- Have experience defining, negotiating, and tracking SLAs with customers, vendors, and internal stakeholders.
- Have experience with monitoring and observability tools and defining meaningful alerts and SLAs.
- Have working familiarity with a major cloud platform: AWS, Azure, or GCP.
- Communicate clearly in writing and verbally with engineers and non-technical stakeholders.
- Exercise sound judgment under pressure and prioritize competing demands.
Responsibilities
- Define and maintain Agile methodology SOPs, 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 to 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.
- Manage data SLAs with key clients, third-party vendors, and internal stakeholders, monitoring timelines and quality expectations.
- Report on delivery performance, resolution times, SLA performance, and enhancement requests routed to Product.
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