Operations Manager
Beyondsoft Consulting•Plano, TX
•$100,000 - $110,000
About The Position
This position will help support the teams that track incidents for high-visibility, high-traffic web sites and consumer facing web applications reported by internal customers, business partners, and vendors.
Requirements
- BA/BS, or equivalent combination of education and experience is required, master’s degree preferred.
- Minimum of 8+ years related experience.
- This is a leadership position that requires extensive experience in process, testing, and incident management experience, as well as people management.
- Must be driven, passionate about technology, and ready to learn.
- Experience in leading and nurturing teams in delivering high quality support platforms.
- Experience managing delivery against a budget.
- Effective interpersonal skills as well as excellent written and verbal communication.
- Ability to work independently and in a team environment.
- Ability to work under time pressures while maintaining a customer service attitude.
- Self-motivated with attention to detail.
- Experience in supporting an internal help desk will be a significant asset.
- Experience providing high level of support to Fortune 500 partners is desired.
- Experience with ServiceNow, Peregrine, or other ticketing systems a plus.
- Experience with Amazon AWS, S3, CloudWatch, Dynatrace and other cloud monitoring tools.
- Experience with ITIL Best Practice, Incident Management, Change Management.
- Knowledge or Experience with Unix/Linux/Apache/Amazon AWS/Microsoft Azure.
Responsibilities
- Support daily activities related to production operations and support of the client’s websites.
- Manage escalations both internally and externally.
- Hire and manage a team of distributed service desk resources.
- Manage priorities, issues, communications, and progress productively.
- Resolve incidents, issues, and problems, alone and through collaboration with other members of the website application support team.
- Ensure all production incidents are recorded timely and accurately and communicate state of production to management.
- Assist with support documentation and provide input into standard operation procedures.
- Provide on-call support as scheduled; position will require rotating 24x7 on-call support and off-hours maintenance work utilizing PagerDuty.
- Effectively collaborate with other members of the website application support team and their internal and external customers.
- Perform additional duties as assigned.
Benefits
- Competitive compensation
- 15 days per year of Paid Time Off (PTO).
- 8 paid holidays per year (which includes 1 personal floating holiday).
- 401(k) retirement plan with company match.
- Medical, dental, and vision insurance
- health savings account (HSA)
- short-term and long-term disability
- employee assistance plan (EAP)
- basic life and AD&D insurance.
- Health care flexible spending account
- dependent care flexible spending account
- commuter benefits
- voluntary accident & critical injury coverage
- voluntary long-term care coverage
- voluntary life and AD&D insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
