4+ years of experience managing small to medium technical operations or support engineering teams.
- 4+ years of experience running and maintaining a 24x7 production environment
- 4+ years of experience with support procedures and methodologies for production computing environments
- Bachelor's degree in Computer Science / Information Technology, Data Science, Information Science, Engineering, Mathematics, Physics, or a related field OR equivalent experience in a technical position
- Strong ability to dive deep while working with customers, troubleshooting, diagnosing, and resolving, and documenting problems across various technologies
Job summary
As a Senior Technical Manager, you will be responsible for leading a team of support engineers to support product queries pertaining to hiring tools.
The role includes managing a growing support engineering team that is providing production ticket support, maintaining multiple products and services, and handling ad-hoc operational asks.
The team will develop tools and best practices to improve the existing systems and troubleshooting processes.
They will improve quality and productivity through automation.
Key job responsibilities
- Serves as a leader to present insights on WBR/MBR and other leadership meeting/reviews
- Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
- Providing inputs on root causes by analyzing the volume patterns
- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
- Identify improvement opportunities for documentation and training for recruiting teams and other users.
- Partner closely with global recruiting teams to develop scalable, efficient system solutions to improve user experience.
- Monitor metrics, analyze data and partner with internal teams to identify process and system improvement opportunities.
About the team
- Prior experience of leading a technical team
- Background with Applicant Tracking Systems (ATS) and CRM systems or ability to learn new software quickly; experience with iCIMS, Salesforce, PeopleSoft, MS Office, and web development a plus
- Impeccable customer service focus with a demonstrated desire to exceed expectations; a team player with a solid work ethic
- Great organizational skills and attention to detail; able to juggle and prioritize multiple tasks simultaneously
- Strong interpersonal skills and ability to effectively communicate technical information to internal and external customers or vendors
- Robust sense of accountability and sound personal judgment with the capacity to handle confidential information and escalate issues effectively
- Proactive and forward-thinking attitude and creative problem-solving ability
- A motivated self-starter who can work independently in a fast paced, ambiguous environment