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Associate Manager - Technical Service Delivery

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Location: Addison, TX, United States
Date Posted: Oct 18, 2021

Job Description

Description

What you can expect:
  • Securonix is a fast-paced, highly matrixed organization that requires cross-functional collaboration for success. Work with highly intelligent, passionate resources in the Addison TX, NJ, and CA offices as well as Europe and Asia.
  • Help us build a new support & operations team that knows how to have fun while working hard.
  • Learning opportunities are available to employees who wish to grow with Securonix and develop their career.
  • A culture built around providing a quality customer care experience.
  • A no-fault environment focused on continuous improvement.
 
What you’ll do:
Manage a Level 2 / Level 3 Cloud Support Engineer (CSEs) team as a key member of the Securonix technical leadership team. Solve our most complex issues and focus on improving our key product services. Contribute daily in multiple ways: SRE, project manager, people-manager, problem solver, service owner, etc. Serve as a point of escalation for executive leadership, operations shift leads, customers, and Customer Success team members.
  • Be a hands-on leader of a team of CSEs working 24/7 to resolve complex customer issues and improve our service & products.
  • Collaborate with other Technical Delivery Managers to ensure consistency in processes and methods across the various engineering teams.
  • Collaborate with Operational Improvements Manager and other Technical Delivery Managers to assess, improve, and enforce IT Service Management processes aligned with ITSM / ITIL Best Practices. Participate in analyzing, designing, documenting, and implementing new + improved processes to maintain or improve operational efficiency and workflow effectiveness. Train and guide the team on process improvements.
  • Accountable for ensuring customer issues are completed within SLAs.
  • Manage escalation of critical customer issues.
  • Work closely with customers and internal teams to ensure our platforms operate as expected.
  • Communicate status and action plans to internal stakeholders, partners, and customers including ‘C’ level executives.
  • Help identify and develop talent within your assigned team. Participate in personnel hiring, performance improvement, and termination.
  • Provides analysis related to the design, development, and integration of hardware, software, man-machine interfaces and all system level requirements to provide an integrated IT solution.
  • Performs analysis, design, and development of services and infrastructure.
  • Conducts troubleshooting of mission-critical system issues.
  • Monitor change management and analyze global process adoption trends. Responsible for managing and approving Change Requests received from stakeholders.
  • Determine critical root cause analysis to drive strategic change to improve the current process environment.  Own the Problem Management tasks that are identified by the RCA efforts.
  • Conduct Operations Maintenance and configuration management for all services tools.
  • Reduce costs and improve customer time to value
  • Forecast resource requirements that includes human, infrastructure, essential to successfully deliver a project or service
  • Responsible for building the project communication plan, effectively communicate with key stakeholders on the project progress, issues and deliverables.
  • Will be responsible for ensuring the quality of the deliverables as per the quality management plan
  • Work cross-functionally to resolve issues and implement changes
 
What you bring:
Technical skills
  • 3-5 years of end-to-end Global Project Management experience in delivering large and complex IT software and infrastructure projects.
  • 3+ years’ experience providing product support or operations of a SaaS platform.
  • 3+ years’ experience in a customer-facing role.
  • Experience with one of our competitors is highly desirable: Splunk, Exabeam, Rapid7 or LogRythm.
  • Hands-on experience on SIEM design, sizing, implementation, and maintenance.
  • Hands-on experience on AWS EC2, elastic load balancers, S3, CloudWatch, Lambda, EBS volumes, Snapshots, Route 53, SNS notifications, SQS queues.
  • Experience on Visualizations tools such as Splunk Search, Elastic Search, Grafana.
  • Experience on scripting languages such as Perl and python.
  • Experience with SaaS, PaaS, IaaS, and cloud infrastructure.
  • Experience with Linux, AWS, Hadoop and MySQL.
  • High-level knowledge of Gainsight, Salesforce.com, Jira, Confluence or similar software systems
  • Bachelor's degree in Computer Science, Information Systems, and/or related experience.
Leadership Skills
  • Experience managing 24*7 operations for customers.
  • Must be a self-starter, highly motivated with positive attitude and should be able to work across global time zones.
  • A willingness to demonstrate ownership of problems.  And mistakes.
  • A desire to collaborate with others – both on your team as well as other teams.
  • The ability to aggressively drive solutions to problems while maintaining a collaborative approach.
  • A desire to be responsible for the work effort of others. Experience directing the efforts of others as either a senior resource, team lead or supervisor/manager, or demonstrated readiness to assume this responsibility.
  • Experience interviewing and making hiring recommendations; supervising the performance of others; identifying and directing performance improvement efforts.
Other Skills
  • Experience with ITIL or other industry-recognized Service Management discipline.  Demonstrated understanding of Problem Management, Change Management, and Incident Management disciplines.
  • A strong focus on balancing customer’s needs with adherence to operational processes.
  • A history of developing new processes, recommending improvements to existing processes, and driving yourself and others to follow defined processes to ensure quality outcomes.
  • Understanding of the business impact of operations issues and the ability to identify, create and execute a remediation plan.
  • Strong verbal and written communication skills in English; demonstrated ability to communicate status and action plans to internal stakeholders, partners, and customers.
  • Strong analytical and technical problem-solving skills.
  • Ability to grasp technical concepts quickly and explain them to others.
  • Self-starter, multitasking, independent, responsible.
  • Good interpersonal communication with other team members.
  • Strong initiative and teamwork.
  • Proven work experience as a Process Engineer, Process Designer, Business Operations or Customer Success Operations leader
  • Exceptional verbal, written, and interpersonal skills.
  • Analytical thinker and able to manage multiple projects at one time
Nice to Have:
  • ITIL Foundations certification.
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