Engineering & Operations Lead / Support Manager

The ideal candidate will have a proven track record of managing IT Operations, leading technical team(s), and growing with the role with increasing responsibility and delivering success, This job requires strong technical ability, excellent project management skills, great communication skills, motivation to achieve results in a fast-paced environment, high creativity, and great analytical reasoning skills.

In this role, you will work closely with business users, engineering teams, operations teams, and vendor teams to deliver new business capabilities plus support existing and new business processes and systems functionality by analyzing problems, providing RCA, resolving issues, and long-term support planning.

RESPONSIBILITIES

1. Leverage agile work management practices, including sprint planning and retrospectives to track critical deliverables. Partnering with product owners for backlog grooming and work prioritization.
2. Be the primary contact for application support/incidents in Pacific time. Quickly respond and maintain SLAs.
3. Scrum Master for 2-3 SCRUM teams (offshore, Flexible to work with non-us time zone hours).
4. End-to-end management of Technical Operations platforms including strategic roadmaps, architecture, solution design, engineering, delivery and operations.
5. Foster an environment that encourages quality, productivity, and innovation in accordance with our Values.
6. Responsible for monthly/quarterly service metrics, reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service-impacting events
7. Responsible for triaging, troubleshooting, and ensuring issues are fully resolved
8. Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise
9. Quickly develop and maintain technical and domain expertise in assigned areas of product functionality.
10. Take ownership of issues that may arise and see through them until completion.
11. Effectively communicate with development, leadership, and business users throughout the support process.
12. Demonstrate ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
13. Coordinating interfaces between incident management & cross-functional engineering teams
14. Collaborate with the Applications team to support changes and enhancements in Salesforce
15. Report promptly to management and business partners regarding critical outages until the resolution
16. Provide regular status reports to management on application status and other metrics
17. Establishes a culture of doing detailed RCAs to get to the bottom of every issue. Takes actions to prevent issues from recurring
18. Maintains knowledge bases for issue management

Required EXPERIENCE and SKILLS

1. Masters / Bachelors degree required in Computer Science, Software Engineering, or Equivalent Experience
2. Must be able to guide and work with engineering teams, product management, cross-functional units, and upper management.
3. Overall 10+ years experience in Software Engineering and IT Operations
4. 2+ years of Salesforce development experience.
5. Experience supporting Salesforce integrations with external systems and ETL tools.
6. Experience with the Education and Learning technology domain is a plus.
7. Experience building and delivering highly scalable, reliable, and complex software systems
8. Ability to adapt and handle multiple competing priorities in a fast-paced environment
9. Experience with Kanban/Agile development methodologies. Scrum master experience is a plus.
10. Excellent verbal and written communication skills demonstrated by an ability to work well virtually with both on-shore, nearshore, and off-shore teams
11. Very good experience in conducting Impact Analysis of issues and preparing RCA s
12. Solid team management skills and should be ready to work in the PST time zone