Lead moderate initiatives that span multiple services such as efficiency and scaling
Manage team-wide outages ensuring accurate documentation and timely resolution.
Define SLAs and drive the team to meet them through metrics creation and analysis
Conduct team planning and reviews
Have an understanding of the technologies, tools, procedures, resources, and best practices used to improve operational excellence
Determine best practices for code management, support, code builds, and code deployments
Participate and drive operational excellence across your team
Take a role in the strategic direction of the team
Display leadership core values and lead people or teams
Experience managing teams of 5+ support engineers, including resource management, staffing, mentoring, and maintaining best-of-class global engineering teams
Experience with at least one general-purpose programming language such as Java, Python, C++, C#, Go, Rust, or TypeScript
Experience designing, building, operating, and managing large-scale distributed systems or web services
Experience communicating effectively with senior leadership
2+ years of people management experience leading Support Engineering teams
Experience in operational excellence, security compliance, and distributed systems resiliency
Knowledge of professional software engineering & best practices for full software development life cycle, including coding standards, software architectures, code reviews, source control management, continuous deployments, testing, and operational excellence
Experience in operations of highly available and scalable internet systems with a large customer base
Experience with written and verbal communication and presentation
Experience driving collaborative projects from conception to delivery, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure
Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience troubleshooting and debugging technical systems
Experience coordinating between technical teams, peers and business stakeholders
Experience contributing to the definition and implementation of automation opportunities within an operations environment
Experience in root cause analysis and error correction, identifying changes to procedures and systems to implement long-term fixes and avoid repeating issues
Ability to quickly learn and adopt new technologies
Experience managing on-call support coverage, escalation and critical issue management
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