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· Senior Engineering Operations Manager
Location US-IL-Chicago
Job ID
53329
Function
Engineering
Overview
We build tracking technology and solutions that generate actionable information and insight, giving companies unprecedented visibility into their businesses by giving physical things a digital voice. The Enterprise Intelligence Software team is an exciting part of the Technologies business, created to deliver innovative solutions that increase productivity and efficiencies of businesses and public organizations across key vertical markets. Our team is looking for an experienced Sustaining Engineer to build out and expand support teams for future and existing production software and data delivery services.
 
This Senior Engineering Operations Manager will be part of a team supporting our customers (internal and external) engaged with our visibility applications, dashboards, portals and API data delivery services. The platform gives our customers, partners, and professional services teams valuable status and insights into operational assets and associated data. The primary objective of this role is to work with our customer support teams and development teams to investigate and resolve software and data issues governed by strict SLAs. The position will coordinate defect resolution, manage multiple support teams and identify improvements needed to close gaps in customer satisfaction.
Responsibilities
Provide key initial technical analysis of software and API problems, triage issues among multiple engineering teams, global services teams and partners
Manage level 3 sustaining engineering teams with ticketing systems, Kanban and Agile methods for issue resolution
Handle expedited P1 issues, manage the escalations among teams, ensure standard procedures are followed and polies are enforced
Understand data sources, use SQL tools and other tools to validate API data delivery issues
Contribute to automation of issue resolution, build scripts and dashboards for management to understand the volume, trends and overall health of our production systems
Work with Security, QA, DevOps, Global Services, Lab Managers to streamline maintenance delivery to cloud and on-premise solutions
Translate complex solution and the related support issues into language customers and partners can clearly understand
Communicate clearly and precisely problem statements, required resolution to internal and external management
Work directly with services teams, partners and customers on problem resolution and expedited issues
Understand SLAs for IoT data delivery, improve monitoring and response resolution times with knowledge management tools, cloud services tools and continues improvement efforts
Build out a global production support teams as we scale into 24/7 support
Implement standards for customer support ticketing, triage tickets, use industry standards ITIL, SOC, others
Understand data privacy requirements, security requirements for data delivery and usage
 
 
 Qualifications
Bachelor degree or higher required
7-10 years of relevant experience in managing and leading level 3 sustaining engineering teams in solution and data delivery
Experience in Java, Spring, HTML 5, SQL tools, CSS 3 technologies, API management tools
Exposure to big data platforms and tools such as Cassandra, ElasticSearch, and Hadoop desired
Exposure to AWS, Azure & Google cloud and services
Angular 2 experience desired
Expertise in writing SQL queries desired for data validation
Excellent problem solving, analytical skills, and technical troubleshooting skills
Demonstrates initiative, taking prompt action to identify issues/opportunities and accomplish objectives, going beyond what is required and/or expected
Experience with application and data integration concepts, and technologies
Understanding of ETL data flow desired
Understand API management and delivery
Expertise in software and web application testing methodology and test processes
Strong knowledge of operating systems (Linux/Windows)
Ability to work independently and remotely with limited supervision
Ability to drive teams during times of escalation, work off hours if needed to ensure SLA delivery
Must be flexible and be able to adapt strategy to changing business requirements
Excellent written & verbal communication and presentation skills
Ability to handle multiple tasks, prioritize and meet deadlines
Exposure to Agile methodologies
Exposure to Jira and Git desired
Exposure to Python desired