Director, Tech Enablement

🔥 0 minutes ago

🚗 Michigan – Remote

🚗 Michigan – Remote

⏰ Full Time

🔴 Lead

👔 Director

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Papa Johns

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

🏨 Hospitality

👥 B2C

🍽️ Food & Beverage

Hospitality • B2C • Food & Beverage

Papa Johns is an international pizza restaurant chain that offers pizza delivery and carryout services. Known for its slogan 'Better Ingredients. Better Pizza. ', the company provides a variety of pizzas, sides, and desserts to customers through its extensive menu. Papa Johns emphasizes customer rewards through its Papa Rewards program, allowing users to earn points for every dollar spent and redeeming them for menu items. The company operates numerous franchises across the United States and Canada, focusing on providing quality ingredients and customer convenience with options like online ordering and a mobile app. Papa Johns is also involved in providing gift cards and promotional offers to enhance customer experience.

📋 Description

• Own 24/7 operational responsibility for production systems, platforms, and services • Establish operational health checks, dashboards, and service reviews • Lead Major Incident Management and maintain escalation paths and playbooks • Maintain runbooks, failover plans, and operational procedures • Manage Tier 1–3 operational support teams across infrastructure, cloud, network, SRE/DevOps, and application operations • Execute SLA/OLA frameworks and oversee ITSM service desk workflows • Ensure operational readiness for new applications, releases, and infrastructure deployments • Lead change, release, deployment, maintenance-calendar, and rollback processes • Oversee incident trends, Root Cause Analysis, problem management, and stability improvements • Manage monitoring, observability, alerting, dashboards, and operational analytics • Drive capacity monitoring across cloud and data center environments • Ensure patching, backups, restore testing, disaster recovery drills, and environment consistency • Govern configuration management, provisioning, resource tagging, cost monitoring, and operational hygiene • Add operational perspective to architecture, networking, storage, and information lifecycle management • Own security, compliance, audit-readiness, vulnerability-remediation, and operational-control activities • Maintain disaster recovery runbooks, RTO/RPO compliance, asset inventories, CMDB accuracy, and configuration baselines • Lead technology FinOps to optimize budget commitments and vendor partnerships • Manage shift scheduling, on-call rotations, follow-the-sun support, staffing, training, certification, and cross-skilling • Drive playbook updates, SOP reviews, and continuous improvement initiatives

🎯 Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field • Relevant certifications such as ITIL, CompTIA, or AWS, Azure, or Google Cloud certifications preferred • Proven experience in IT operations, service management, or infrastructure support • Strong understanding of SLOs/SLAs and incident management best practices • Experience with change management, patch management, and vulnerability remediation • Ability to monitor and ensure service availability against SLO/SLA requirements • Ability to detect, triage, and resolve incidents while reducing MTTD/MTTR • Experience implementing and tracking changes and analyzing change success rates • Root cause analysis skills • Experience managing patch compliance and vulnerability remediation • Experience coordinating and validating backups and disaster recovery tests • Ability to optimize operational costs and manage cloud/infrastructure spending • Ability to fulfill service requests and maintain accurate runbooks, SOPs, diagrams, and CMDB documentation • Ability to plan compute-capacity growth and expansion needs • Must meet U.S. employment eligibility requirements through E-Verify and Right to Work compliance

🏖️ Benefits

• Full-time employment • Equal opportunity and affirmative action employer • E-Verify participation and Right to Work compliance