Sr. Manager, Production Operations- Remote

2 weeks ago

Cary, United States brightly Full time

Job Type

Full-time

Description

Who we are

Build a brighter future while learning and growing with a Siemens company at the intersection of technology, community and sustainability. Our global team of innovators is always looking to create meaningful solutions to some of the toughest challenges facing our world. Find out how far your passion can take you

About The Job

Brightly Software, a Siemens company, is seeking a Sr. Manager of Product Operations (ProdOps). This newly created role will report into the Technology organization but will partner with leaders and team members across Product Management, Client Success, Sales and Information Technology. With a team of talented analysts and engineers, you will blaze a new trail for how Product Operations runs at Brightly, including the globalization of consistent Product Operations processes. The right candidate is a solid blend of empathetic coach, leader and hands-on technical problem solver. With the full support of executive stakeholders, you will help Brightly optimize the availability and performance of our systems and processes. Brightly desires to provide the ultimate user experience as our clients use our software. You will help lead the way

What You’ll Be Doing Evaluate and journey map the existing product operations processes and responsibilities Work with stakeholders across the organization to communicate the evolving role of ProdOps Based on industry best practice and Brightly’s unique needs, formulate a best-in-class Product Operations mission and vision statement that can be shared with partner teams and clients Leverage change management principles and guide the team and partner teams along as they refresh ProdOps processes, practices, and results Lead, coach, engage, motivate a dedicated team of experienced analysts and engineers Leverage a rotation into the ProdOps team of DevOps engineers, Database Engineers, Software Developers and possibly even systems and/or software architects to resolve problems and engineer solutions to ensure that those problems do not recur Partner alongside the team to troubleshoot, validate, triage, track, and manage incident occurrences in a mission critical production environment Liase across organizations to move cases from issue discovery to problem resolution Collaborate with Support and Product Management teams to prioritize client reported issues, always balancing client impact and business risk Work closely with the Engineering and QA teams to help test code changes, releases, and deployments on various production and pre-production platforms Communicate tirelessly to address or prevent product/process related issues Engage with third-party software partners to ensure issues are progressed and relevant information is provided for troubleshooting issues Some off hour and weekend availability required to help communicate and resolve production issues Instrument and gather the appropriate information to provide actionable metrics associated with the performance of the Product Operations team and processes

Requirements

What You Need: 5+ years’ experience in Product or Infrastructure Operations, managing or supporting complex production computing environments 1-3 years of people management experience A strong sense of curiosity, always seeking to learn and understand (How does it work? Why did that happen?) Proven experience working with escalated, critical customer issues Understanding and experience with SQL and relational databases Understanding and proven experience with agile methodology Expert understanding of SaaS software support team functions and a solid understanding of the end-to-end application development process Exceptional troubleshooter & problem solver Ability to prioritize work and adapt during high stress situations while remaining professional, personable, and continuing to communicate clearly Strong awareness of who and at what level to involve cross-functional teams and leaders regarding cases or problems with clients General understanding of applications and services being supported from both customer and technology perspectives Excellent written and verbal communication skills with both internal team members and external business stakeholders

Preferred Skills: Technical degree Experience with tools including JIRA, Salesforce, and Service Desk Experience with AWS infrastructures and services Practical knowledge of TCP/IP, DNS, DHCP, and common system and network protocols Familiar with HTML, JavaScript, and CSS Scaling processes/programs for global consumption

The Brightly Culture

Service. Ingenuity. Integrity. Together. These values are core to who we are and help us make the best decisions, manage change, and provide the foundations for our future. These guiding principles help us innovate, flourish and make a real impact in the businesses and communities we help to thrive. We are committed to the great experiences that nurture our employees and the people we serve while protecting the environments in which we live.

Together We Are Brightly

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities #J-18808-Ljbffr

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