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Technical Production Support Engineering Manager

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A successful candidate will be an experienced manager who is willing to take on a challenging space, has a strong customer focus, ability to lead multi-functional teams and loves a fast-paced environment. Our space is growing rapidly, and we’re looking for a manager who can help us scale as our business grows. This manager will collaborate with executives, business teams, program/project management teams, and software engineering teams to help articulate Retail Promotion’s strategy to achieve Operational Excellence e and scale our business while showing our obsession with the customer.

Responsibilities include direct management of a team of 4-5 support engineers, drive process and service improvements, monitor and improve day-to-day operational efficiency, planning, some project management for software within the team, enhancing and maintaining a best-of-class engineering team, and management of resources across teams. The role also involves driving smaller scope development projects and building custom tools.

 

Experience

7-15 years of Technical Product Support Experience with Large Tech Companies.

Qualification

  • B.S. / B.A. in a related field.
  • 5+ years of development/technical support experience.
  • 5+ years’ experience managing people. Experience in hiring, building, and supervising high performance teams.
  • Extensive relevant hands-on technical management experience of support/operations teams and skills – troubleshoot, debug, evaluate, and resolve software. Experience in managing 24×7 support/operations teams.
  • Demonstrated experience in supporting Java based applications. Strategic planning backed by data.
    Knowledge of UNIX shell, Databases, Tools, Java, JavaScript.

 Preferred Qualifications

  • Hands-on technical expertise.
  • Strong metrics and operational excellence focus.
  • Hires and develops great people.

Responsibilities

  • Building the roadmap and for ensuring 365*24*7 operational support for all the services meeting stringent SLAs.
  • Hiring, coaching and leading the Support and Operations team.
  • Driving continuous improvements in process and operational efficiency
    Lead process-improvement efforts and manage the implementation of both business processes and technical solutions.
  • Mentoring, coaching and leading staff engineers.
  • Identifying operational tools and driving its roadmap.
  • Handle the escalations, effectively communicate with a global audience and participate in calls resolving outages.
  • Drive innovation and improve the overall efficiencies by reducing operational burden.
  • Will need to work, drive best practices across cross functional teams.

Job Location

Bengaluru / Hyderabad.

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