Senior Manager Services Management

Responsible for managing a team that leads technology development or support processes. Defines and assess processes in line with appropriate controls, standards, and policies. Defines performance metrics and tracks the performance of processes. Manages escalated technology issues. Provides oversight and direction in the resolution of critical incidents impacting production systems.

How You'll Do It:

• Coaches, mentors, and manages the performance of a team. Develops and maintains individual development plans for career progression and employee engagement. Addresses performance and behavior issues on the team.

• Manages a team that leads technology development or support processes. Develops service level agreements, an metrics to assess process performance. Handles issues escalations. Ensures processes are adhering to defined controls, procedures, and policies.

• Provides oversight and direction in resolving critical incidents impacting production systems. Ensures the timely resolution of restoring service during outages. Communicates status of major incidents to technology management.

• Manages and reviews team budgets. Monitors vendor contracts and ensures they are delivering on defined service level agreements. Reports vendor performance to management.

Qualifications You'll Need

The Basics:

• H.S. Diploma or GED

• 6+ years Computer Science, Engineering or related

• 2+ years People Management

Physical and Cognitive Requirements:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

• Primarily remain in a stationary position.

• No required movement about the work environment to complete the major responsibilities of the job.

• Primarily performed indoors in an office setting.

• Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.

Bonus Points If You Have:

• Bachelors Information Technology

• Bachelors Engineering

• 8+ years Computer Science, Engineering or related

• 8+ years Computer Science, Engineering or related

• 4+ years People Management

• Strong understanding of distributed systems, cloud architecture and modern application development with experience in troubleshooting production issues.

• Proven ability to lead major incident bridges, drive root cause analysis and coordinate cross functional teams to quickly restore service.

• Hands on experience with monitoring, observability tools used in high availability production environments.

• Expertise in 24x7 production support and ability to own uptime & performance SLA’s for large scale distributed systems

• Ability to assess complex technical issues, identify risks, and implement effective solutions under pressure.

• Ability to identify issues, drive post incident learnings and lead initiatives that enhance system reliability and streamline operations.

• Expertise in one or more general purpose programming languages: Python, Go, shell scripting (Unix/Linux), Java

• Expertise in container technology (OpenShift, Kubernetes), hybrid cloud and AWS.

• Experience in monitoring tools and log analysis tools to manage operations