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Technical Support Operations Manager
2 months ago
Powder River Industries, LLC specializes in delivering comprehensive technical services throughout the entire system development life cycle (SDLC). As a primary contractor, we oversee the complete management of mission-critical systems, encompassing data center operations, integrated logistics support, continuity of operations planning (COOP), and disaster recovery solutions. In our role as a subcontractor, we offer a range of services including: DevSecOps, software engineering, network management, systems analysis, database management, storage solutions, hardware engineering, and tiered support from Level 1 to Level 3 in traditional data center settings, as well as cloud and hybrid cloud environments. Our current cloud operations include platforms such as AWS, Microsoft Azure, and Oracle.
Key Responsibilities:
Oversees the suite of support functions necessary to deploy and sustain the readiness and operational efficiency of systems and components.
• Develop and refine high-performing business processes and procedures to support various operational divisions, including Ads, Accounts, and Creator.
• Utilize performance metrics to establish strategies and objectives aimed at enhancing and optimizing business processes and workflows that can scale effectively while improving customer and product satisfaction.
• Gather insights and feedback from customer interactions to inform Product Management in shaping their product development roadmap.
• Collaborate with Engineering teams to ensure that customer and agent escalated issues are prioritized appropriately.
• Create and document knowledge resources and processes for support methodologies, including comprehensive documentation for both internal and external stakeholders.
Essential Qualifications:
1. Must possess the ability to obtain and maintain a Q security clearance.
2. Position requires on-site presence; remote work is not an option.
All qualified candidates will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status, or any other legally protected basis, in accordance with applicable law. In compliance with federal regulations, all individuals hired will be required to verify their identity and eligibility to work in the United States and to complete the necessary employment eligibility verification document form upon hire.
