[Remote] VP, Technology Operations

Note: The job is a remote job and is open to candidates in USA. OneSource Virtual (OSV) has been delivering expert services to automate administrative tasks for Workday customers since 2008. The VP of Technology Operations will promote operational discipline and accountability while collaborating with various departments to ensure effective processes and performance across the organization.ResponsibilitiesServe as the organizational voice on quality outcomes, making the cost of quality failures visible and consequential across the Engineering organization without displacing Engineering leadership accountabilityOwn the feedback loop between production failures, support volume, and responsible development teams, ensuring escaped defects are tracked, attributed, and reported with full cost transparencyIdentify quality leakage points across the SDLC — including late code handoffs, sprint-end shortcuts, and insufficient test coverage — and drives process corrections in partnership with Engineering ownersDefine, track, and report key quality metrics, including defect escape rate, production incident frequency, and support ticket origin analysis, surfacing trends to the CTO and VP of EngineeringPartner with Engineering leadership to establish a development culture where handing off defective code is a visible and consequential event, reducing reliance on downstream support capacity to absorb preventable failuresDefine and own the organizational standard for technology planningWork with Product Management and Operations leadership to ensure every platform delivers on the development plan with measurable outcomes in productionMaintain a consolidated cross-platform view of plans and delivery status for CTO reviewServe as the permanent owner of IT operational processes through their complete maturity lifecycleContinuously assess the maturity of owned processes and drive continuous improvementProactively identify emerging operational gaps and work with the appropriate resources to develop strategies for addressing themAct as an early warning system for the CTO: surface operational drift, quality degradation, and process gaps before they require executive mandates to correctOwn the end-to-end incident management lifecycle across departments and departmental groups including process definition, role execution, stakeholder communication, and post-incident reviewEnsure Triage and Communication Lead roles are assigned and performed on every qualifying incident. Train and develop the people filling these roles so they can execute with confidence, not just complianceBuild and maintain stakeholder communication templates and distribution standards — who receives what communication, in what format, at what point in the incident lifecycle, for each severity levelOwn the customer impact matching process during incidents, including driving access to and maintenance of customer service and operational contact lists in partnership with Operations, Sales, and Account ManagementSkills10+ years of technology leadership experience, with at least 5 years in a senior role within a high-volume enterprise environment — financial services, payments, payroll, or comparable regulated industry strongly preferredDemonstrated experience owning and maturing operational processes across incident management, RCA, and technology planning in organizations of 75+ engineering staffExperience driving quality culture changes in engineering organizations — not as a QA practitioner, but as a leader who makes quality outcomes visible, consequential, and structurally unavoidableProven ability to influence peers at the VP level without direct authority, and to escalate constructively when collaboration stallsExperience building communication frameworks and stakeholder notification standards for production incidents in regulated or customer-facing environmentsTrack record of building planning cadences that persist and evolve after initial rolloutStrong communication skills. This role produces frameworks, templates, and reports that must be clear to audiences ranging from support staff to executive leadershipFintech, payroll, or payments domain experience. Understanding of the regulatory and penalty environment around tax and payroll processing is a meaningful advantageExperience managing or closely partnering with Tier 1 / Tier 2 support organizations in a production software environmentFamiliarity with high scale and high growth rate platforms and enterprise IT maturity effortsExperience building trust with long-tenured, deeply knowledgeable staff during organizational transitionsExposure to distributed engineering teams across inside and outside of the USCompany OverviewOneSource Virtual is a workday services partner in deployment, consulting, and BusinessProcess-as-a-Service (BPaaS) services. It is a sub-organization of Cognizant. It was founded in 2008, and is headquartered in Dallas, Texas, USA, with a workforce of 501-1000 employees. Its website is http://www.onesourcevirtual.com.Company H1B SponsorshipOneSource Virtual has a track record of offering H1B sponsorships, with 4 in 2025, 8 in 2024, 10 in 2023, 15 in 2022, 11 in 2021, 15 in 2020. Please note that this does not guarantee sponsorship for this specific role.