Operations Manager, Application Services

Internal applicants only!

The Operations Manager for Application Services will serve as the primary operational lead for all system deployments and maintenance within Application Services and, together with a team of Systems Administrators, will ensure daily operations tasks and incidents are efficiently resolved. 

He/she will be responsible for the scheduling and completion of daily operations tasks, scheduled maintenance and releases, project meetings, and prioritization of tasks for Application Services Operations team members. The Operations Manager will also partner with the Engineering Manager of Application Services and Team Leads to coordinate efforts between team members and shifts. They will also liaise with other business units and represent Application Services at any meetings during their shift and will work closely with the Director of Systems Engineering to define project roadmaps, delivery goals, operational expectations, and report technical challenges and roadblocks for escalation. 

This position will serve as the day-to-day decision maker for Application Services during their work hours (covering decisions needed for both engineering and operations as needed). 

Location: Remote 

Working hours: 40h/week, Monday-Friday (8am to 4pm AZ time)

Key Job Responsibilities:

• Take ownership of technical operations. 
• Develop, plan, and execute strategies related to day-to-day operations for Application Services. 

• Serve as the final decision maker for operational and project-related tasks for the Application Services Team during their assigned shift.

• Provide in-depth technical guidance and mentorship to employees.

• Participate in project meetings. 

• Collaborate with the Director of Systems Engineering, Engineering Manager, and Team Leads to coordinate incoming workloads and build project delivery schedules. 

• Provide technical guidance and input for new projects and initiatives in coordination with the Engineering Manager.

• Demonstrate exemplary leadership. 

• Work to continually improve processes and procedures with both internal and external teams. 

• Enact technical and operational standards.
• Responsible for the performance management process of team members including general employee related decisions for the team. 

Key Skills:

•  2+ years’ experience SOAP, REST, ActiveMQ, Puppet, Chef,  Zookeeper. 
• 4+ years’ experience with J2EE, SQL, ZFS, Perl, RHE, Ruby Rails, LDAP. 

• 6+ years’ experience with Apache Tomcat, MySQL, postgres, scripting languages, SSL, web protocols.

• 7+ years’ experience operating within large Unix/Linux environments. 

• Experience with event management, incident handling, and problem resolution.  

• Must have a high technical aptitude, be highly motivated, and be ready for a challenge. 

• Strong communication, documentation, and analytical skills.  

• The ability to handle stressful situations and tight deadlines in a fast-paced environment.
  
•  Ability to communicate effectively with all levels of employees/management. 

Position Success Criteria:

• Ensure production environment platforms remain available at 98% uptime efficiency.
• Ensure that production support issues are initially responded to in 15 minutes or less by the primary on call, or 30 minutes or less total by the secondary on call. 

• Further develop your interpersonal skills in order to assert a positive influence on others, be receptive to different points of view and opinions, the ability to handle conflict constructively, and the ability to be firm but fair.  

• Broaden your knowledge of the technologies that we use, read up on new technologies, develop the ability to suggest technologies, and keep abreast of what is happening in the industry. 

• Develop and maintain a good working relationship with other teams and business units. 

• Report status and concerns to the Director of Systems Engineering while at the same time proposing potential solutions to address these concerns. 

• Determine and distribute task/project assignments for US Application Services team, as well as Application Services in general.

• Oversee the interviewing process for new hires.  

• Provide ideas and solutions for long-term platform improvements and research work. 

• The ability to successfully lead and mentor Systems Administrators and Engineers within the team. (Malta/Serbia/Remote), including creation and delivery of performance reviews and performance issues in conjunction with the Director of Systems Engineering.