Lead a global 24/7 technical support team of Program Managers, establishing the strategic direction and priorities while fostering continuous technical development and operational excellence to ensure excellent customer service.
Partner cross-functionally with Product and Engineering to advocate for customers through data-driven insights, identifying key innovation opportunities and escalating critical product or operational issues within organization.
Manage high-impact production incidents in real-time alongside Engineering and SRE, while collaborating with local Sales and Operations teams to track and further enhance overall program performance and efficiency.
Establish the governance and communication standards to drive executive decision-making, mitigate dependencies, and manage a program portfolio targeting significant business impact and organizational resource stewardship.
Drive strategic change management to increase program velocity across multiple teams, ensuring organizational gains and the effective deployment of both human and machine resources.
Minimum qualifications:
Bachelor's degree in a technical field, or equivalent practical experience.
8 years of experience managing cross-functional projects and 5 years of direct supervisory experience.
Experience implementing, troubleshooting, and supporting Linux/Unix systems, web servers, data storage, and internet-based applications.
Preferred qualifications:
Experience in program management and production support, ensuring project delivery and technical reliability across portfolios.
Excellent planning and leadership skills, along with the ability to navigate ambiguity and define organizational direction.
Excellent stakeholder management and communication skills, and ability to maintain customer focus and drive business results.
