Associate Director – Technology II

Role Overview

• Leads an enterprise-wide Reactive Problem Management function covering the full application portfolio; accountable for consistent execution, quality, and outcomes of post-incident problem investigations.
• Ensures problems reach true root cause (not symptoms) using structured analysis and evidence-based conclusions; sets quality standards for problem records, timelines, and closure criteria.
• Creates, assigns, and rigorously tracks corrective and preventive Action Items, driving cross-team accountability through completion and validating effectiveness in reducing recurrence and improving resiliency.
• Partners with application, platform, infrastructure, network, security, and operations teams after service restoration to coordinate investigations, remove blockers, and align on remediation plans.
• Drives measurable improvement in resiliency, reduction in customer disruption, and reduced MTTR through elimination of repeat incidents, improved detection/diagnostics, and better operational readiness.
• Uses impact, recurrence, and risk to influence engineering and platform backlogs, ensuring the highest-value remediation work is prioritized and delivered without direct change/governance ownership.
• Produces clear, executive-ready summaries of root cause, contributing factors, risk exposure, remediation progress, and expected impact; escalates when commitments or timelines are at risk.
• Manages and develops a team of 7–10 Problem Managers/analysts; coaches structured problem-solving, stakeholder management, and crisp documentation; sets expectations for pace, rigor, and accountability.
• Establishes and maintains standard operating practices for intake, severity/priority, aging management, escalation, and closure; ensures consistency across business units and application teams.
• Identifies systemic patterns across incidents and problems, recommends enterprise-level resiliency improvements, and drives preventative initiatives based on trend and impact analysis.

Requirements

• 5+ years of related experience.
• Bachelor’s degree (BS/BA) in Computer Science preferred.
• Supervisor: Yes

Benefits

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone