Director, Systems and Services Operations
We shaped the earliest forms of ad tech, and we’re looking for the technical expertise to help shape its future. Our customers have unique problems that can only be solved at internet scale, and that’s where the technical skills of our team make a real difference.
Our exchange handles over 350 billion requests every day (for comparison Google serves an estimated 9 billion searches a day), all running in our own global data centers. Every member of our technology team has an enormous amount of autonomy in building and managing our systems to support and enable our growing level of scale. Through the transparency of our technology, dedication to innovation and integrity, and long-standing customer relationships, we lead through change.
What’s it like to work at Index?
We have more than 550 Indexers around the globe dedicated to building a safe and transparent marketplace that provides a trusted experience for consumers.
Index is an exciting and fast-paced place to work. We’re built on our values of change, support, learning and teaching, trust, and intention. We pride ourselves on our independence and openness, not only in our technology, but in our teams, too. Our diverse and inclusive culture celebrates how we can leverage our unique differences to help drive Index forward.
Our culture of success is truly supportive and collaborative. In working together across our teams, we’re continually investing in the people and technology to solve the industry’s most complex problems. As we extend the promise of ad tech to every channel, we’re looking for talented engineers to help advance Index, and the industry, forward.
Are you ready to join the programmatic evolution?
Index Exchange funds the open web. Content and journalism across the internet are funded through advertising, and we are the engine that helps to make that happen transparently, safely and efficiently. Handling hundreds of billions of auctions per day within milliseconds requires an intense understanding of the exchange and the ecosystem that we live in.
Our business is growing significantly every year and is poised to grow even faster. Our people and our platforms are the foundation and enabler of that growth. We are significantly expanding our technology teams, and are looking for technologists with a passion for high performance software development, and a drive to deliver software products and platforms that enable and empower industries at a global scale.
About The Role:
We are seeking an experienced Director of System & Services Operations to lead our engineering teams in ensuring the seamless operation of our complex on-premise and hybrid cloud environments, with a strong emphasis on meeting low-latency requirements. The ideal candidate will possess exceptional operational excellence skills, a deep understanding of on-premise and hybrid cloud 24x7 operations, and a proven track record in incident management and reporting. This critical leadership role requires someone who can drive operational efficiency, optimize system performance, and maintain the highest standards of service delivery and proactive communication.
Index’s scale spans the globe, our transactions happen 24x7 in our global data centers, and every second that passes millions of requests are evaluated across our exchange. In order to achieve our mission, global efficiency and reliability are absolutely key, as every millisecond quite literally counts in our business.
Here’s What You’ll be Doing:
You will lead a team of talented engineers and collaborate with cross-functional teams to achieve operational innovation and excellence. Your primary focus will be on developing and leading the teams managing and optimizing the 24x7 support systems and process.
- Strategic Leadership: Develop and execute strategies that align with the organization's goals, focusing on enhancing system and services operations in on-premise and hybrid cloud environments. Drive innovation and continuous improvement efforts to meet evolving business demands.
- Team Leadership and Development: Manage and mentor a high-performing team of system administrators, devops engineers, and operations engineering professionals. Set Systems & Services Operations up for success by continuously improving the organizational design and ensuring the team has the right balance of skills, roles and seniority among team members. Foster a culture of collaboration, innovation, and continuous learning to drive team growth and success.
- Operational Excellence: Take ownership of the day-to-day operations of our systems and services, ensuring optimal performance, availability, and reliability. Model the behavior of proactively identifying and resolving operational bottlenecks, inefficiencies, and risks to maintain a high level of service quality.
- On-Premise and Hybrid Cloud Expertise: Leverage your deep operational expertise in on-premise and hybrid cloud environments to design, implement, and manage 24x7 support. Ensure seamless operational integration between these environments for a consistent experience.
- Governance & Oversight: Implement strategies and best practices to achieve and maintain performance across all systems and services. Collaborate with cross-functional teams to develop and optimize our observability, instrumentation, and 24x7 command and control governance systems.
- Incident Management: Lead incident response efforts, overseeing the rapid resolution of critical incidents while minimizing service disruption. Develop and refine incident management processes, ensuring clear communication, efficient escalation paths, and robust post-incident analysis.
- Reporting and Analytics: Develop comprehensive reporting mechanisms to track system performance, operational metrics, and service-level agreements (SLAs). Provide insightful reports and analysis to senior leadership to inform strategic decision-making.
- Vendor and Stakeholder Management: Collaborate with external vendors, partners, and internal stakeholders to ensure the successful delivery of services. Manage relationships and contracts, ensuring alignment with business needs and standards.
Here's What You Need:
- Proven experience (8+ years) in managing complex on-premise and hybrid cloud environments with a strong emphasis on low-latency requirements.
- Demonstrated expertise in operational excellence methodologies, with a track record of driving process improvements and efficiencies.
- Strong incident management experience, including leading high-pressure incident response efforts and post-incident analysis.
- Excellent analytical and problem-solving skills, with the ability to make informed decisions under pressure.
- Exceptional communication and collaboration skills, with experience in working with cross-functional teams and senior leadership.
- Prior experience in vendor management, contract negotiations, and SLA enforcement.
- Proficiency in relevant technologies, tools, and frameworks related to on-premise and hybrid cloud operations engineering environments.
- Previous experience in a leadership or managerial role overseeing technical teams.
- Proven project management skills, with the ability to prioritize tasks, meet deadlines, and manage multiple initiatives simultaneously.
- Relevant certifications (e.g., AWS, GCP, ITIL) are a plus.
Why You’ll Love Working Here:
- Comprehensive health, dental, and vision plans at no cost to you
- Time off and flexible work schedules
- Retirement plan with a 5% company match
- Stock options and equity packages
- Generous parental leave
- Monthly wellness stipend plus fitness discounts and quarterly wellness group activities
- Community engagement opportunities and donation-matching program
- Annual virtual company retreats and regular community-led team events
- One day off per year to volunteer
- A workplace that supports a diverse, equitable, and inclusive environment – learn more here
Index Exchange is aware that there have been recent scams directed toward candidates regarding job interviews and offers.
Please be vigilant and do not accept interview requests, job offers, or other hiring-related documents from anyone other than our dedicated recruitment team, from the domain of @indexexchange.com. Our interview process consists of several steps, including phone screens and video interviews. We do not conduct interviews via an email questionnaire or request money at any point in the process.
We remain dedicated to resolving this matter and we appreciate your support.
Equal employment opportunity
At Index Exchange, we believe that successful products are built by teams just as diverse as the audience who uses them. As such, we are committed to equal employment opportunities. We celebrate diversity of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status. Additionally, we realize that diversity is deeper than any status or classification—diversity is the human experience. For those who show grit, passion, and humility—Index will welcome you.
Accessibility for applicants with disabilities
Index Exchange is committed to working with and providing access and reasonable accommodations to applicants with disabilities. Please let us know if you’d like to request a reasonable accommodation.
Index Everywhere, Index Anywhere
Our corporate headquarters are in Toronto, with major offices in New York, Montreal, Kitchener, London, San Francisco, and many other global cities. As a major global advertising exchange, we are committed to operating as a tightly knit global team and embracing and empowering talent wherever our colleagues may be.