Support Engineering Manager
5 days ago
About This Role
This position plays a key role in connecting listeners with millions of stories by anticipating and seeking out obstacles before they occur. You'll implement solutions that allow our engineers to fulfill strategic and tactical business goals. Coaching teams to deliver visionary products and programs will be an essential part of your responsibilities.
You'll be involved in all major technical decisions and work with development and QA teams to help increase service supportability, scalability, and performance. Leading moderate initiatives that span multiple services such as efficiency and scaling will also be a priority. Managing team-wide outages ensuring accurate documentation and timely resolution is crucial.
Key Responsibilities
- Be a technical lead for organization and a support leader for peers across the company
- Have a solid understanding of the business as it relates to the team's supported services
- Lead or participate in team-wide user groups to exchange support information, procedures, and best practices
- Build expertise in system design and configuration and contribute to architecture design for the team
- Be involved in all major technical decisions in the team, and work with development and QA teams to help increase service supportability, scalability, and performance
- Lead moderate initiatives that span multiple services such as efficiency and scaling
- Manage team-wide outages ensuring accurate documentation and timely resolution
- Define aggressive 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
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