Note: The job is a remote job and is open to candidates in USA. Beyondsoft is a business IT and consulting company that provides technology and support solutions for its clients. The Operations Manager will oversee production operations and support for high-visibility websites and consumer-facing applications, manage escalations and distributed service desk resources, and lead incident, communication, and on-call processes.
Responsibilities
- Support daily activities related to production operations and support of the client’s websites
- Manage escalations both internally and externally
- Hire and manage a team of distributed service desk resources
- Manage priorities, issues, communications, and progress productively
- Resolve incidents, issues, and problems, alone and through collaboration with other members of the website application support team
- Ensure all production incidents are recorded timely and accurately and communicate state of production to management
- Assist with support documentation and provide input into standard operation procedures
- Provide on-call support as scheduled; position will require rotating 24x7 on-call support and off-hours maintenance work utilizing PagerDuty
- Effectively collaborate with other members of the website application support team and their internal and external customers
- Perform additional duties as assigned
Skills
- BA/BS, or equivalent combination of education and experience is required
- Minimum of 8+ years related experience
- This is a leadership position that requires extensive experience in process, testing, and incident management experience, as well as people management
- Must be driven, passionate about technology, and ready to learn
- Experience in leading and nurturing teams in delivering high quality support platforms
- Experience managing delivery against a budget
- Effective interpersonal skills as well as excellent written and verbal communication
- Ability to work independently and in a team environment
- Ability to work under time pressures while maintaining a customer service attitude
- Self-motivated with attention to detail
- Experience in supporting an internal help desk will be a significant asset
- Experience with Amazon AWS, S3, CloudWatch, Dynatrace and other cloud monitoring tools
- Experience with ITIL Best Practice, Incident Management, Change Management
- Knowledge or Experience with Unix/Linux/Apache/Amazon AWS/Microsoft Azure
- Master's degree preferred
- Experience providing high level of support to Fortune 500 partners is desired
- Experience with ServiceNow, Peregrine, or other ticketing systems a plus
Benefits
- 15 days per year of Paid Time Off (PTO).
- 8 paid holidays per year (which includes 1 personal floating holiday).
- 401(k) retirement plan with company match.
- Eligible employees (and their families) are offered the following company-sponsored benefits: Medical, dental, and vision insurance, health savings account (HSA), short-term and long-term disability, employee assistance plan (EAP), and basic life and AD&D insurance.
- Eligible employees (and their families) are offered the following voluntary employee-funded benefits: Health care flexible spending account, dependent care flexible spending account, commuter benefits, voluntary accident & critical injury coverage, voluntary long-term care coverage, and voluntary life and AD&D insurance.
- Continuous learning, growth, and training with a dedicated focus on employee satisfaction and work/life balance.
Company Overview