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Operations Lead - Application Support Amazing Growth Opportunity

Addison, TX, US


JOB TYPE: Permanent, FullTime

Summary Become an Application Support Engineer Shift Lead for one of the fastest growing security companies in the world. Join us and collaborate on delivering cutting-edge technology to combat cyber threats. Become part of a truly innovative enterprise that has pioneered the use of machine learning algorithms to detect advanced threats. Work with a talented team that is passionate about creating the latest threat detection and monitoring techniques using the best technologies. What yoursquoll do Lead a daily support team shift as a key member of the operations team. Ensure 24x7 availability for critical systems identify, troubleshoot and resolve performance issues. Be a hands-on leader of a team of Level-1 and Level-2 support engineers responsible to identify, triage and escalate issues to resource teams to ensure issues are resolved. Accountable for ensuring ticket creation, updates, and resolution are accurately completed within SLAs. Manage escalation of critical customer issues. Serve as Incident Manager for Major Incidents. Coordinate the resolution of customer issues from onboarding and implementation to production. Work closely with customers and internal teams to ensure our platforms operate as expected. Responsible for key IT Service Management components including Incident, Problem, and Change Management activities within your shift. Lead daily shift hand-off calls to ensure 247 continuity of service between US offshore support teams. Communicate status and action plans to internal stakeholders, partners, and customers including lsquoCrsquo level executives. Provide input to governance meetings and continuous improvement initiatives. Help identify and develop talent from within your team of L1 and L2 support engineers. What you can expect Help us build a new support operations team that knows how to have fun while working hard. A culture built around providing a quality customer care experience. Lead daily shift-handoff meetings to ensure continuity of service between offshore teams and US-team. A no-fault environment focused on continuous improvement. To ensure 247 support is available to our customers, your shift will include either a 5-day, 8-hourday shift or 4-day, 10-hourday shift, including weekends. Scheduled shift may begin at 7am or extend into the evening hours. What yoursquoll bring A desire to be responsible for the work effort of others. Experience directing the efforts of others as either a senior resource or team lead or demonstrated readiness to assume this responsibility. Experience in managing monitoring alerts, incident detection, resolution, and coordination of resolution efforts with both customer and internal resolver teams. Experience with ITIL or other industry-recognized Service Management discipline. Demonstrated understanding of Problem Management, Change Management and Incident Management disciplines. Experience using a ticketing incident management system (preferably JIRA Service Desk). A strong focus on balancing customerrsquos needs with adherence to operational processes. 4 years applicable work experience in a support operations environment - ideally for a cloud environment SaaS product(s). Understanding of the business impact of operations issues and the ability to identify, create and execute a remediation plan. Strong verbal and written communication skills in English demonstrated ability to communicate status and action plans to internal stakeholders, partners, and customers. A history of developing new processes, recommending improvements to existing processes, and driving yourself and others to follow defined processes to ensure quality outcomes. Experience with SaaS, PaaS, IaaS, and cloud infrastructure. Experience with Linux, AWS, Hadoop and MySQL. Strong analytical and technical problem-solving skills. Ability to grasp technical concepts quickly and explain them to others. Self-starter, multitasking, independent, responsible. Good interpersonal communication with other team members. Strong initiative and teamwork.