Senior Director, Cloud Operations (SRE, SDM)

The Senior Director of Cloud Operations is responsible for the operational integrity, performance, and reliability of enterprise cloud environments. This role leads a global, data-driven operations team with a strong emphasis on incident management, service continuity, and continuous improvement. This role reports directly to the Vice President of Cloud.  
This position will be responsible for leading a global team of cloud engineers, SRE practice, service management tools and operations using a metrics-first approach. 

What your impact will look like here:

• Cloud Infrastructure Operations 
• Oversee the daily operations of cloud platforms (AWS, Azure, GCP), ensuring high availability and performance across global regions. 
• Lead the development and execution of operational runbooks, SOPs, and escalation paths. 
• Incident Management & Response 
• Own the end-to-end incident management lifecycle: detection, triage, escalation, resolution, and post-incident review. 
• Lead a global incident response team with 24/7 coverage, ensuring seamless handoffs across time zones. 
• Implement real-time monitoring, alerting, and automated remediation to reduce MTTD and MTTR. 
• Use data analytics to identify incident trends, recurring issues, and systemic risks. 
• Conduct blameless postmortems and ensure corrective actions are prioritized and tracked to closure. 
• Data-Driven Operational Leadership 
• Build and lead a global team of cloud engineers, SREs, and operations analysts using a metrics-first approach. 
• Define and track operational KPIs (e.g., uptime, incident frequency, resolution time, change success rate) to drive accountability and performance. 
• Leverage dashboards and analytics platforms (e.g., Datadog, Grafana, Splunk, ServiceNow) to provide real-time visibility into system health and team performance. 
• Use data to inform staffing models, on-call rotations, and workload balancing across regions. 
• Foster a culture of continuous improvement through data-backed retrospectives and operational reviews. 
• AI enabled Focus
• Drive AI and ML adoption in operational workflows (e.g., predictive monitoring, incident pattern analysis etc.,) to improve uptime and automate repetitive tasks.
• Define and execute AI-driven observability strategy using tools like AIOps platforms for intelligent alerting and root cause analysis.
• Collaborate with Engineering, Security, and Product teams to embed AI-enabled automation in deployment pipelines, change management etc.,.
• Establish and maintain SLOs/SLAs leveraging AI-generated insights to prioritize engineering work that improves reliability and customer experience.
• Oversee incident management, post-mortems, and continuous improvement, incorporating AI tools for impact analysis and knowledge retention.
• Operational Governance 
• Define and enforce SLAs, SLOs, and operational KPIs. 
• Ensure compliance with security, regulatory, and audit requirements. 
• Manage change control, configuration management, and release processes to minimize operational risk. 
• Cost & Vendor Management 
• Monitor and optimize cloud spend through cost governance and usage analysis. 
• Manage vendor relationships, contracts, and service-level agreements. 
• Collaboration & Communication 
• Partner with engineering, security, and business teams to align operations with product and service goals. 
• Provide regular reporting and updates to executive leadership on operational health, risks, and incident trends. 

• Education 
• Bachelor’s or master’s degree in computer science, Information Systems, or related field. 
• Experience 
• 14+ years in IT operations, with 7+ years in cloud infrastructure and operations leadership. 
• Proven experience leading global teams and managing high-severity incidents in large-scale environments. 
• Skills 
• Deep expertise in cloud operations, incident response, and service reliability. 
• Strong knowledge of ITIL, SRE, and DevOps practices. 
• Proficiency in operational analytics and observability tools. 
• Excellent leadership, communication, and cross-functional collaboration skills. 
• Strong presentation skills, including experience presenting to large global audiences. 
• Certifications (Preferred) 
• AWS Certified DevOps Engineer – Professional 
• Azure Administrator Associate 
• ITIL Foundation or Practitioner 

The TeamWe area globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand. The CultureAt Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey. A few culture highlights include – -        Employee Resource Groups to encourage diverse voices-        Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work life balance and current affairs. -        Embracing diversity & fostering a culture of ideation, collaboration & meritocracy-        We bring in special guests from time to time to discuss issues that impact our employee population  The CompanyServing the People Who Serve the PeopleGranicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn. Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.Want to know more? See more of what we do here.  The ImpactWe are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here. The Process -        Assessment – Take a quick assessment.-        Phone screen – Speak to one of our talented recruiters to ensure this could be a fit.-        Hiring Manager/Panel interview – Talk to the hiring manager so they can learn more about you and you about Granicus. Meet more members on the team! Learn more and share more.-        Reference checks – Provide 2 references so we can hear about your awesomeness.-        Verbal offer – Let’s talk numbers, benefits, culture and answer any questions.-        Written offer – Sign a formal letter and get excited because we sure are! Benefits at Granicus IndiaAlong with the challenges of the job, Granicus offers employees an attractive benefits package which includes – -        Hospitalization Insurance Policy covering employees and their family members including parents-        All employees are covered under Personal Accident Insurance & Term Life Insurance policy-        All employees can avail annual health check facility  -        Eligible for reimbursement of telephone and internet expenses -        Wellness Allowance to avail health club memberships and/or access to physical fitness centres-        Wellbeing Wednesdays which includes 1x global Unplug Day and 2x No Meeting Days every quarter-        Memberships for ‘meditation and mindfulness apps including on-demand mental health support 24/7 -        Access to learning management system Say., LinkedIn Learning Premium account membership & many more-        Access to Rewards & recognition portal and quarterly recognition program Security and Privacy Requirements-        Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.-        Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.   Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.