Manager of Technical Operations

3 weeks ago

Carlsbad, United States HME Hospitality and Specialty Comm Full time

HME has been creating innovative products for the drive-thru and pro-audio industries since 1971. From the very beginning, we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration, learning, and growth. With subsidiaries located in California, Georgia, Missouri, Canada, UK and China, companies around the world depend on HME for clear, reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant (QSR) industry to developing professional audio equipment used in the Olympic Games, HME strives to create the newest, most innovative products on the market while providing quality care and attention to its customers. At HME you will have the opportunity to learn and grow while developing our future products. Come join our team

As** The Manager of Technical Operations** you will establish and maintain the daily activities of the ecosystem of cloud-connected products (including edge devices) at our customer locations worldwide. This individual will lead the operations technical staff ensuring continuous customer operations including resolving network connectivity and performance issues as they arise. Also responsible for the timely execution of business improvement initiatives to ensure continuous improvement of Network & Services availability (uptime).

**What you will be doing**:
**Leadership and Team Development**
- Must be able to hire exceptional talent and position the organization for success as our business grows and evolves.
- Inspires, motivates, and empowers people to achieve organizational goals. Coaches, mentors, and manages employee performance as well as the employee experience. Creates space for others to lead.
- Is an effective leader who can coordinate and influence cross-functional teams to solve problems and implement solutions.
- Executes and helps others execute to achieve the goals of the business.
- Models the organization's values and reinforces the desired culture in support of the achievement of organizational goals.
- Continuously seeks opportunities to learn, questions the applicability of past approaches in the current environment, owns growth, and embraces failure as a learning opportunity.
- Ability to multi-task and solve multiple trouble issues simultaneously in a high stress environment.
- Coaches and mentors teams to ensure personnel are working issues as efficiently and accurately as possible in a team-oriented professional culture.
- Works with product development teams to ensure end products and support mechanisms meet high levels of operational performance and availability.
- Leads technical staff to monitor and resolve customer issues and accomplishes objectives by being a role model
- Ensures all Root Cause Analysis (RCAs) are completed accurately and timely, with the ability to present to executive leadership.
- Participates in change control committee, providing input into all changes/additions to network/cloud and diagnostics to ensure mínimal disruption to production system.

**Functional / Technical Skills**
- Has strong analytical and problem-solving skills, with the ability to identify and resolve complex quality issues.
- Possesses interpersonal skills to interact directly with customers and suppliers to effectively understand the cloud-connected product ecosystem.
- Demonstrates strong understanding of IP networking fundamentals, including VLANs, VPNs, routers, switches, firewalls and load balancers, cloud-connected device management, and knowledge and experience with network management tools.
- Possesses strong understanding of Linux operating systems and tools, microservices and containerization.
- Is familiar with the capabilities of Google Cloud Platform, Microsoft Azure and AWS.
- Exhibits strong system design and troubleshooting skills.

***Direction and Execution Strategies**
- Understand the business’s required quality and reliability experience and expectations with our cloud-connected products and solutions and creates quality systems to ensure we can achieve those expectations. Can effectively communicate directly with customers.
- Sets technical operations objectives, establishes KPI’s and other metrics to align with and reflect the key targets that align with the desired customer’s experience, and our brand, and formulates strategic action plans to achieve results for all HME entities.
- Works closely with product development and IT groups to ensure we create and maintain key product network and cloud reliability performance levels and to address technical challenges, improve system functionality, and implement new technologies, as needed.
- Participates with engineering in the assessment of new product designs to ensure remote quality, reliability and diagnostic requirements are established.
- Stays up to date with industry best practices and emerging trends

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