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JOB SUMMARY:

The Vice President, Platform Operations & Governance is responsible for the operational excellence of global platform technologies inclusive of applications, infrastructure, and technology governance. This leader will be responsible for directing & establishing how the global technology organization leverages observability, site reliability engineering, advanced automation & AI, and service-based frameworks to increase the resiliency & stability of our application & infrastructure. Responsible for overseeing the governance function which includes change management, release management, incident/problem management; stewardship of technology assets for cost efficiency (finOps for cloud & on-prem resources); and centralized oversight & technical resource/capacity planning.

This role ensures consistent global operating standards, performance monitoring, use of automation techniques, and infuses observability & metric-driven culture into everyday operations of global technology services. Organizes and oversees platform operating reviews across all teams; and setup a 24 x 7 x 365 platform monitoring center of excellence to support UDX locations worldwide, inclusive of incident management & coordination with sites & shared service providers. Responsible for maturing organizational readiness by tooling & automation, implementing best practices from ITIL framework, and incorporating progressive thinking into modernizing & improving the efficiency of the enterprise technology organization.

MAJOR RESPONSIBILITIES:

Platform Operations

+ Oversee and lead team of technologists focused on observability, site reliability engineering, and operational monitoring for global applications & infrastructure using automation, efficient processes, and industry best practices

+ Define, communicate, and implement a progressive vision for observability that ensures all technology services are resilient, stable, and monitored

+ Setup and establish a 24 x 7 x 365 global monitoring and incident management center for applications & infrastructure; establish BAU operational model that covers all UDX sites using automation and performance monitoring

+ Build scalable processes & methodologies for providing technology services that are integrated to the global service model

+ Establish and oversee operational excellence across all technology services using metrics, KPI’s, automation, and processes; provide a formal monthly technology operations report describing the state of technology services

+ Setup and establish a finOps team that will steward the provisioning, usage, and capacity planning of our company technology resources

+ Act as key subject matter expert on observability, site reliability engineering, and operational automation

+ Lead by example & oversee a team of technologists (full-time employees, project hires, and partner resources) from different backgrounds to deliver best-in-class solutions

+ Drive platform reliability and uptime of all technology services to ensure superior “Digital Show Quality” for Universal’s guests and team members

+ Drive focus on operational excellence throughout the organization & partners, including (but not limited to) processes, governance, efficient working approaches, collaboration

IT Governance

+ Oversee and lead the change management & release management teams

+ Define, communicate, and implement a robust IT governance framework that supports growth & scaling of our global business; develop & implement metric-driven processes

+ Report on governance metrics, trends, incidents, etc; coordinate and manage the tracking & follow up efforts related to operational incidents

+ Partner with corporate cyber security team on audit, policy definition & implementation

+ Oversee, review, and approve change/release management; incident & problem management

+ Oversee, review, coordinate deployment of patches across all infrastructure (production & non production)

+ Oversee operational incident management and coordinate and interface with related teams

+ Plan, coordinate, and participate in company/business audit activities; proactively plan, design, and implement remediation actions

+ Plan, manage, and implement industry related certifications (e.g. ISO27001)

Cross-Team Collaboration, Team Culture, Staff Development

+ Lead and mentor direct reports/team members in day-to day management and administration

+ Provides clear executive decision-making and priority management; coaches and builds confidence in staff to make good business decisions using technology & analytical thinking

+ Promote working culture of accountability and technology depth to support Universal’s physical and virtual business aspirations

+ Drive Universal Culture of team-member satisfaction through effective communication, planning, risk management, and coaching of high-potential candidates at every level of the organization

+ Work seamlessly with other Digital and Technology & business unit leaders to architect and build best in class solutions and experiences.

Administrative

+ Manage appropriate departmental budgets; review/approve related budget expenditures with “act as an owner” mentality.

+ Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.

+ Performs other duties as assigned.

EDUCATION:

+ Bachelor’s degree in Computer Science, Computer Engineering, Information Systems, Business Administration, or highly-relevant equivalent experience is required.

+ Master’s degree is preferred.

EXPERIENCE:

+ 12+ years’ experience in enterprise/shared/infrastructure/network/IT services/IT governance; platform operations & proven success managing reliability of applications & infrastructure.

+ Deep experience with observability of applications & infrastructure; site reliability engineering at global scale; managing SLA’s, operational excellence, and IT service management.

+ Deep experience using automation & monitoring tooling in enterprise operations.

+ Experience with finOps & cost/resource/capacity planning.

+ Experience establishing & managing 24 x 7, 365 operations using automation & metrics.

+ Experience in coordinating shared services across large corporate entities.

+ Experience in large scale technology implementations & program planning.

+ Demonstrated experience developing data solutions in “bi-modal” technology environments that combine digital/agile with enterprise/monolithic applications.

+ Experience in executive communication, business-focused data story-telling, relationship building and decision making; expert at stakeholder and partner management.

+ Or equivalent combination of education and experience.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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