Manager, Software Engineering (Tier-2) - Buyer Cloud- Onsite 2 Days in Chicago - FreeWheel

Comcast•Chicago, IL

6d•Onsite

About The Position

The Manager, Software Engineering (Tier-2) leads the Buyer Cloud Tier-2 Engineering team and provides technical and operational leadership for the Buyer Cloud platform. This hands-on leadership role is responsible for the availability, latency, performance, efficiency, change management, monitoring, emergency response, and operational excellence of the Buyer Cloud platform. The manager drives end-to-end operational support across Buyer Cloud services, partners closely with Engineering, Engineering Support, Client Services, Product, and other cross-functional teams, and ensures timely resolution of customer-facing production issues. The Manager will develop deep expertise in the Buyer Cloud business domain, system architecture, and application workflows to lead complex technical investigations, drive automation, operational improvements, and continuously improve platform reliability and customer experience. This role combines technical leadership, people management, and operational ownership while remaining actively engaged in production support and engineering initiatives.

Requirements

Strong coding, debugging, and troubleshooting skills in Go (Golang), Python, and/or Java
Experience developing, operating, and supporting distributed systems and cloud-native backend services
Strong understanding of distributed architectures, microservices, APIs, and large-scale production environments
Proficiency in SQL and database technologies
Experience supporting applications in AWS or OCI, including services such as EC2, VPC, S3, IAM, Route 53, and Lambda
Experience with automation, monitoring, observability, and incident management platforms
Familiarity with CI/CD and SDLC tools (Docker, Kubernetes, Jenkins, Git, Ansible)
Strong Linux, networking, database, and infrastructure fundamentals
Experience leading complex technical troubleshooting, root cause analysis (RCA), and operational improvements
Demonstrated ability to balance hands-on technical responsibilities with people management
Strong technical leadership with a hands-on approach to solving complex production problems
Proven ability to lead, coach, mentor, and develop engineering teams
Strong customer-first mindset with the ability to balance customer experience, business priorities, and technical excellence
Excellent communication and stakeholder management skills across Engineering, Product, Client Services, and leadership teams
Strong ownership with the ability to drive cross-functional alignment and operational improvements
Analytical thinker with a focus on operational excellence, automation, and continuous improvement
Ability to make sound technical and operational decisions in high-pressure production environments
Collaborative leader who builds strong partnerships across Engineering, Engineering Support, Product, Client Services, and Support teams
Employees at all levels are expected to: Understand our Operating Principles; make them the guidelines for how you do your job.
Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
Win as a team make big things happen by working together and being open to new ideas.
Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
Drive results and growth.
Support a culture of inclusion in how you work and lead.
Do what's right for each other, our customers, investors and our communities.

Responsibilities

Lead and develop the Buyer Cloud Tier-2 Engineering team by providing technical leadership, coaching, mentoring, performance management, and career development
Own end-to-end operational support for the Buyer Cloud platform, ensuring platform reliability, operational readiness, and customer satisfaction
Partner closely with Engineering and Engineering Support teams to investigate complex production issues, drive root cause analysis (RCA), remediation planning, and long-term reliability improvements
Provide hands-on technical leadership during major production incidents, customer escalations, and Live Events, coordinating cross-functional teams to drive timely resolution and stakeholder communication
Collaborate with Client Services, Product, Engineering, and external partners to deliver scalable and reliable technical solutions
Drive operational excellence through continuous improvements in incident management, monitoring, automation, observability, and engineering support processes
Lead complex customer escalations and technical investigations across Buyer Cloud services
Build and prioritize automation initiatives that improve operational efficiency and reduce manual effort
Analyze operational metrics, incident trends, platform health, and customer issues to identify risks and drive continuous service improvements
Establish operational best practices, documentation standards, and knowledge-sharing processes across the Tier-2 organization
Participate in release planning, production readiness reviews, deployment validation, and post-release monitoring
Participate in on-call rotations and provide technical leadership during critical production incidents when required
Consistent exercise of independent judgment and discretion in matters of significance.
Regular, consistent and punctual attendance.
Must be able to work nights and weekends, variable schedule(s) as necessary.
Other duties and responsibilities as assigned.