ACI Worldwide

Director, Systems Engineering

ACI Worldwide

full-time

Posted on:

Location Type: Hybrid

Location: Norcross • United States

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Tech Stack

Cloud

About the role

  • Be a strong people Leader – inspire, mentor, advocate for, and develop your team to drive change and innovation in partnership with other business and operations leaders
  • Own service reliability outcomes for the Merchant portfolio including availability, MTTD, MTTR, and customer impact metrics. Establish and operationalize SLOs, SLIs, and detection SLOs in partnership with Product and Engineering
  • Accountable for day-to-day Service Delivery of the Merchant SaaS Portfolio to our Customers at the highest levels of quality
  • Lead proactive resilience and observability strategies leveraging unified telemetry, AI-driven anomaly detection, synthetic transactions, and end-to-end traceability
  • Sponsor and scale AI-assisted operations including automated incident triage, diagnostics, correlation, and executive communication for the Merchant product portfolio
  • Strengthen change governance, release controls, and UAT reliability across Merchant platforms to reduce change-driven incidents and customer impact

Requirements

  • Bachelor’s degree in Computer Science, Information Systems Management or related field; equivalent experience (5+ years); or an equivalent combination of education and experience
  • Experience leading DevOps, SRE, or Platform Engineering teams in large-scale cloud environment with demonstrated success driving automation-first operational models in regulated or mission-critical systems
  • Demonstrated experience owning SLOs that include detection metrics and reducing client-detected incidents at scale
  • Experience scaling observability platforms and AI-assisted operational capabilities
  • Proven ability to scale judgment through leaders and represent operational risk and trade-offs crisply at the executive level
  • Proven track record of coaching, mentoring and managing a team with strong workload management and process development skills
  • Excellent verbal and written communication skills. Ability to communicate, connect with and engage Executive stakeholders and team members at all levels both internally, and Customer facing
  • Proven skills in the areas of budgeting, project structuring, vendor/partner management, staff structuring, and negotiations
  • 15% travel which may be domestic or international. More travel may be required during initial on-boarding
  • Ability to support Weekend and off-hours activities as required
Benefits
  • Opportunities for growth
  • Career development
  • Competitive compensation
  • Benefits package
  • Innovative and collaborative work environment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SLOsSLIsMTTDMTTRAI-driven anomaly detectionautomated incident triageobservability platformscloud environmentDevOpsSRE
Soft Skills
leadershipmentoringcommunicationworkload managementprocess developmentcoachingnegotiationproject structuringvendor managementexecutive engagement
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in Information Systems Managementequivalent experience