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Director – Robot Operations Center
Confirmed live in the last 24 hours
Austin, TX, USA
Experience Level
Desired Skills
Customer Service
Data Analysis
  • 5+ years of leadership experience managing 24x7 NOC teams
  • Bachelor degree in technical fields with 10+ years of prior relevant experience
  • Proven experience growing/scaling a NOC and/or call center
  • Must possess a IT Infrastructure Library (ITIL) 4 certification and/or willing to achieve the certification
  • Understanding of a complex healthcare environment
  • Understanding of Server operating systems including Linux
  • Worked in an environment with SAAS based applications and services, and understand how to monitor those systems for uptime and performance
  • Strong leader who actively develops employees to their potential; experience successfully supervising and directing teams
  • Knowledge of a Linux systems command line and basic network, IT, data analysis, and general business software and aptitude to learn new applications; proficiency in Google Suite
  • Security and HIPAA compliance in a complex healthcare environment
  • Strong understanding of security incident management (ITIL v4)
  • Proven track record of solving ambiguous problems, building for the future, and seeing around corners
  • Budget development and oversight skills
  • Experience with high volume growth including hiring and office needs such as office space, computers, training, organization structure and process
  • Experience with Security applications and tools, especially log and systems intrusion monitoring tools
  • Evaluates new technologies/software that may provide opportunities for solutions or new applications necessary to accomplish organizational security goals, objectives, and strategies
  • Manage and operate a 24/7/365 Robotic Operations Center (ROC) for enterprise network monitoring, incident escalation and response
  • Develop and implement processes and procedures to ensure timely troubleshooting and resolution of incidents and outages in concert with Field Operations and Field Services
  • Operate a command center involving technical support specialists
  • Acting as a liaison between the operations command center and our internal departments
  • Provide reporting on robot status, outages, incidents, and trends
  • Enforce change control procedures, and support root cause analysis
  • Creating and implementing KPIs that align with company objectives
  • Assist in developing, maintaining, and updating, as necessary, the catalog of standard operating and response procedures and protocols
  • Overseeing a Technical Support Specialist scheduling system
  • Conducting staff budget reviews and reporting cost plans
  • Manage distribution and installation of robotics software releases and hardware upgrades to ensure that updates to all robotics systems comply with service levels
  • Support disaster recovery planning and testing activities as assigned
  • Developing, motivating, and mentoring staff through effective use of continuous feedback and open communication; ensuring that all are properly trained in their necessary duties; setting up and implementing career development plans
  • Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service
  • Establishing contingency plans for incident management
  • Large scale growth of an operational center based on organizational needs
Diligent Robotics

51-200 employees

Hospital assistance robotics
Company Overview
Diligent Robotics' mission is to make technical advances towards robots and humans working together side by side, with an emphasis on human-centric design. The company is developing a suite of artificial intelligence that enables robots to collaborate with and adapt to humans in everyday environments.
  • Competitive salary & equity
  • Competitive health plan coverage