Original listing text, shown exactly as published by the company.
WHAT YOU WILL BE DOING
- Responsible for managing the support for our global customers
- Build support playbooks which can be consumed across the global support organization for triaging, recovering, root cause analysis and overall problem management
- Own automation for global support. Responsible for building and managing
services availability, performance, and scalability in customer environments to achieve customer defined SLAs
- Define, measure and meet KPIs to meet customer defined SLAs: ensure uptime and performance, create predictive alerting, monitoring dashboards and resolution playbooks for handling anticipated issues.
- Collaborate with product and engineering stakeholders to ensure high-quality products are developed and operated in production.
- Work closely with customers, understand their overall business, needs and prioritize support activities in accordance with customer business needs
- Should have good understanding of IAM concepts and be able to articulate the business requirements and impacts to product team
- Should have solid experience in managing the customer relationship and sentiment
- Will be responsible for overall region’s all KPI’s and driving success for the regional support team
- Work closely with the architecture and security teams to define and implement enterprise grade operations and support practices
WHAT YOU BRING
- BA/BS degree in Computer Science/engineering or related field
- 10+ years of hands-on technical experience along with strong management and communication skills
- Deep understanding and experience working with modern Cloud Service
Providers i.e. Microsoft Azure, AWS OR Google Cloud.
- Experience operating and supporting a large scale SaaS platform, and applications footprint
- Experience running a world class Operations organization and managed on-call 24x7 rotation teams, to serve global customers
- Experience building, scaling & monitoring infrastructure needed for SaaS based application and services.
- Experience in creating a strong and passionate operations & support culture that is customer focused and quality driven.…
