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Technical Operations Manager

2 months ago

Waltham, United States NetApp Full time

Title: Technical Operations Manager

Location:

Canberra, ACT, AU

Requisition ID: 127216

Job Summary

Our TechOps Engineers are the frontline team keeping our large fleet of cloud-hosted open-source clusters up and running. Your work will ensure the security, reliability and performance of world-class systems and databases. You will collaborate with our customer’s technical teams, from globally recognised companies in the gaming, banking and logistics industry sectors, ranging from big multinationals to emerging start-ups. 

As TechOps Manager, you will be a leader in our TechOps team who maintain and support our large fleet of cloud-hosted Apache Cassandra, Kafka, OpenSearch & other open-source technology clusters. Every day will raise interesting and challenging problems ranging across many different areas such as fleet management, customer support, incident response and team development. Based from our Canberra main office, you will be working closely with other teams, including Product Management, Development Teams and Customer Success to help drive and shape the way we support our customers.

Job Requirements

Lead a team of talented engineers to deliver a very high quality of customer service and outcome. Including performance reviews and other people management activities. Reviewing the teams work demands and support requests on a daily basis, prioritizing them and ensuring timely responses are provided to the customer  Ensuring that customer issues are responded to within SLA timeframes through staff training, ongoing queue management, allocation of appropriate resources. Project management of major operational tasks such as cluster migrations and fleetwide upgrades. This includes resource allocation and scheduling. Participate customer calls in different geographies related to the management of major operations  Be aware of conflicting fleetwide operations, and manage these appropriately to eliminate risk (e.g. fleet upgrades targeted to clusters under migration). Ensuring that defined processes and procedures are adhered to. Manage Shift Rostering  Participate in our Level 3 on-call roster (Major Incident Manager) which includes rotating weekend coverage and contribute to post incident activities.  Maintain an understanding of our product offerings (including Apache Cassandra, Apache Kafka, Apache Spark, and/or OpenSearch) as well as working knowledge of Instaclustr systems.  Provide training to new team members and customers in TechOps and Instaclustr operational procedures, and ensure these processes are adhered to.  Be a proactive, reliable and supportive member of the TechOps team. Identify and drive the implementation of opportunities to continuously improve TechOps activities through the development and maintenance of tools and procedures and/or working closely with the product engineering team. 

Skills and Education

We require you to have the right skills and maintain professional qualifications for the role covering:  Leading a technical operations team already or working in operations with over 8 years of overall experience and ready to take on management responsibility  Exceptional ability to communicate clearly and professionally in written and verbal English is essential as this role will involve customer interaction. Ability to perform the role as Major Incident Manager  Demonstrated excellent experience with managing teams in challenging environments and take measures to keep the team morale high, drive positive work culture  Previous system administration and/or programming experience is preferred  Demonstrated ability to multitask, this is a critical attribute to have in this role 


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