DESCRIPTION
Job summary
The Alexa Communications team’s mission is to bring people closer together by enabling customers to use their Alexa-powered devices for convenient, natural, and expressive conversations with family and friends. It’s still day 1 for our team and we want you to help us shape the future of voice-enabled technologies by raising the bar for operational performance and support across our organization.
As a Support Engineering Manager, you will be responsible for leading a team of support engineers and drive Operational Excellence across a large engineering org (Alexa Comms). You will lead a team that will act as a subject matter expert in systems availability, monitoring, and performance optimization. You and your team will work directly with our development teams to identify and resolve primary causes of service impacting issues and implement mitigation to common failure scenarios. You will become intimate with the architecture of our systems, support software rollouts, build internal tools, and exemplify operational excellence.
Key job responsibilities
As a Support Engineering Manager, you will be responsible for:
. Managing a team of support and application engineers by providing them guidance on support procedures and keeping them engaged.
. Build a culture of direct code interaction by nurturing talent towards building applications/debugging & making code level fixes.
. Drive Root Cause Analysis, Impact Analysis and Production Deployment support.
. Monitoring & Resolution of Trouble Tickets within defined SLA’s. Drive escalations to engineering team.
. Build automated frameworks, tools, solutions to enable stakeholders/business owners monitor health/drive business outcomes (For example: Automated Business/Product Metrics)
. Regular interactions with various internal business-owners (like engineering teams) to help understand requirements & business priorities, define engagement model and drive improvements.
. Developing support strategies and creating appropriate harnesses as well as pragmatic approaches for quick & effective support.
. Resource planning to support various program asks.
. Drive initiatives to maximize operational efficiency.
. Defining measurable metrics to gauge progress against objective Support goals.
. Build best-of-class support engineering team
. Play a significant role in hiring, developing, and promotion of support/application engineers of varying technical levels and backgrounds.
BASIC QUALIFICATIONS
. Experience in managing small to medium technical operations or support engineering teams.
. Responsible for the over-all support of services
. Management and execution of operational excellence KPI’s.
. Management of departmental resources, staffing, mentoring, and enhancing and maintaining best-of-class global engineering teams
. Work closely with the engineers and other engineering managers to architect and develop the best technical design and approach
. Report on status of development, quality, operations, and system performance to senior management
. Direct management of a team of 8+ support engineers.
. Driving process and service improvements
. Driving monitoring improvements
. B.E in Computer Science or a related technical field.
. 5+ years overall experience in development/networking/sys admin/application support.
. Scripting or programming experience in Ruby, Python, Java, C/C++, C#, Perl, or other languages.
. 2+ years experience in networking (DNS, TCP/IP, SSL, DHCP, Load Balancing), web services (SOAP, XML), and UNIX fundamentals.
. 2+ years experience writing intermediate level database queries.
PREFERRED QUALIFICATIONS
Experience in a 24/7-production environment is a plus.
. Broad understanding of monitoring concepts and tools.
. Exceptional ability to work anywhere in the technical stack, delivering quality code on the frontend and backend.
. Must be able to see opportunities for improvement, take ownership and closely work with development team to drive enhancements.
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