Vice President, Platform Operations & Governance

The Vice President, Platform Operations & Governance is responsible for the operational excellence of global platform technologies inclusive of applications, infrastructure, and technology governance.

• Oversee and lead team of technologists focused on observability, site reliability engineering, and operational monitoring for global applications & infrastructure
• 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
• 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
• 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
• 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
• 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)
• 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
• 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

• 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

• 401k matching
• Health insurance
• Flight privileges
• Universal Culture of team-member satisfaction
• Opportunities for career growth and development

Universal Orlando Resort is a leading theme park and resort destination in the United States, with two theme parks, Universal Studios Florida and Universal’s Islands of Adventure, and a shopping and entertainment district called Universal CityWalk.