You are a Technical Operations Manager, passionate about customers and their experience with services. You manage a team of Support Engineers with a breadth of technical knowledge (vs depth) responsible to manage incidents and technical operations on production platform.

You will:
- Manage a team of Support Engineers in different location (on call and/or shifts);
- Ensure our Production systems are monitored 24x7 and alerts are reacted upon swiftly;
- Ensure 24x7 availability of product platform working with the Tech teams;
- Develop monitoring & alerting strategies with the DevOps team across multiple cloud environments, in particular AWS, using advanced monitoring tools like AppDynamics;
- Manage incident queue, categorization, triage, resolution and escalation with your team;
- Personally lead critical incident resolution working across Tech teams
- Ensure clear communication with our business stakeholders related to incidents (for example, our colleagues in Customer Service);
- Participate in an oncall rota;
- Implement automation with our DevOps team in order to work more effectively and efficiently;
- Perform various Technical Operations in collaboration with the DevOps and Infrastructure teams (for example, patching, log management and space management);
- Develop various technical runbooks in collaboration with other tech teams.
- Participate in the continuous improvements of our operational processes (Incident, Problems, Change);
- Take initiative in order to prevent and reduce incidents.

What we’re looking for from you:

- Leadership;
- You inspire your teams and those around you to want to do better for our customers and in doing so provide a platform for people to be their best;
- You develop those around you by offering support and guidance;
- You’re courageous and will always strive to make the right decisions for the business and your team;
- You have a strong sense of ownership and want to drive your team to achieve the best possible quality and stability of service;

Technical skills

- Strong experience in Incident & Event Management (NOC, App Support…);
- Experience with support and troubleshooting of 24x7 high volume transactional Web applications;
- Knowledge of Windows and Linux systems;
- Experience of Cloud infrastructure and platform services, (we run on AWS and Azure);
- One of these : Inter-system, microservices and message bus technologies;
- APM systems such as Dynatrace, AppDynamics and/or New Relic
Alerting tool as PagerDuty;
- Experience in Scripting languages such as Python, Bash and PowerShell;

Our company’s offer includes:

- Friendly environment and team;
- High compensation;
- Flexible schedule for keeping a work-life balance;
- A completely remote type of job or the mix of remote and office work;
- Additional options in the form of health insurance / sports / equipment;
- English-speaking club with a native speaker.

About FreySoft

FreySoft is a rapidly growing team of IT professionals passionate about helping companies to boost their businesses all over the world. We work both with start-ups and existing technology-based companies. Our major task is to maximize the potential of the client’s business and get the best results in performance.

Now we are glad to invite both active, motivated professionals and curious young specialists to our team!

Our company operates within the next focused areas:
— Web App Development
— Mobile App Development
— MVP Development for Startups
— Integration & Automatization
— AI-Chatbots Development
— etc.

Why FreySoft?
— Projects that matter and bring value
— You get the opportunity to work with diversified clients, from small and mid-market business sectors to big-scale corporations and enterprises around the world.
— We work with multidirectional industries including Fintech, automotive, healthcare, travel, and hospitality, security, e-commerce.

Company website:

DOU company page:

Job posted on 3 June 2021
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