Senior Director, Enterprise Incident Management

College Board – Infosec and Infrastructure – Enterprise Incident Management

100% Remote, working core EST hours; anticipated travel 4-6 times per year

About the Team 

The Enterprise Incident Management team at College Board is dedicated to minimizing the impact of incidents on business operations and swiftly restoring normal service.  Leading these efforts, our team handles policies, integration, automation and collaboration, ensuring seamless operations, effective communication, and rapid resolution to maintain operational excellence. We establish effective protocols, thoughtfully distribute tasks, and guide teams through the resolution process. But we don’t stop there - we continuously strive to improve excellence, ensuring our deliverables are more effective and efficient in the future. As excellent communicators and collaborators, we work seamlessly with all facets of the College Board, both in technology and business. We celebrate individual contributions while ensuring our success as a cohesive TEAM.

About the Opportunity  

As Senior Director, Enterprise Incident Management, you are a seasoned technical leader with a passion for operational excellence, driving continuous improvement, and implementing automation strategies wherever possible. You will play an integral role in enhancing the strategic vision of our incident management team, managing the integration and automation of incident management tools, responding to and triaging incidents, monitoring alerts and thoughtfully resolving incidents while ensuring effective communication. Your extensive knowledge of distributed cloud infrastructure, excellent communication skills, and troubleshooting abilities will empower you to ask the right questions, guiding your team to resolve enterprise incidents efficiently. As a highly effective leader and builder of high-performing teams, your tactful and analytical approach will enable your team to conduct thorough operational excellence reviews post incident and follow-up on deliverables, fostering continuous improvement.

In this role, you will:

Team Management (30%)

• Help your team automate the incident management and change management processes, wherever possible, considering the developer experience, audit compliance, and candor with kindness to ensure effective management, efficient response, and transparent communication.

• Set top-level goals, objectives, and success metrics for direct reports while coordinating work between cross-functional teams

• Effectively manage, develop and retain key talent to ensure they are engaged and working effectively toward accomplishing goals

• Facilitate process improvement efforts that increase efficiency and drive successful outcomes

Strategy, Partnership, & Collaboration (40%)

• Partner with domain SMEs (Delivery Team Software Engineers, Security, Infrastructure, Network, Observability and Operations) to help teams with operational readiness and SLI observability

• Contribute to the development and growth of Enterprise Incident Management and Change Management initiatives through thought leadership, design and implementation of tools and processes

Execution (30%)

• Build solutions using the best practices of Agile, CI/CD, and DevOps

• Implement cloud-first architectural solutions and best practices

• Participate in agile scrum ceremonies (Sprint Planning, Grooming, Daily SCRUM, Demo, Retro) and contribute to team deliverables

• Participate in peer reviews of software engineering artifacts

• Assist in the identification and resolution of production and production-like issues

• Ensure the team is adhering to development standards and security policies and procedures 

About You 

You have: 

• 10+ years’ experience in engineering/technology, including strong experience in operations, incident response, and DevOps

• Deep understanding of how to troubleshoot cloud infrastructure and applications

• At least 3 years of experience with incident response in AWS cloud environments

• Experience with DevOps concepts and software engineer collaboration

• Experience with API integrations and automations

• Comfort working within the Atlassian ecosystem

• Experience leading high-performance teams in fast-paced, cross-functional environments

• Proven track record managing hybrid/remote teams for over 3 years

• Exceptional problem-solving skills

• Authorization to work in the United States

About Our Process 

• Application review will begin immediately and will continue until the position is filled 

• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.  

About Our Benefits and Compensation

College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.

The hiring range for a new employee in this position is $170,000 to $195,000. Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on these criteria.

Your salary is only one part of all that College Board offers, including but not limited to:  

• A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and more

• Recognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibility

• A job that matters, a team that cares, and a place to learn, innovate and thrive

You can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.

About Our Culture

Our community matters, and we strive to practice and improve our culture daily. Here are some headlines:

• We are motivated to positively impact the educational and career trajectories of millions of students a year

• We prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heard

• We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women’s Impact Network)

• We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals

• We know that our impact is strongest together. Our College Board Cares program offers all staff up to $1,000 annual match against partner non-profit organizations

• We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time

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