Manager, Support Engineer, CMT Systems

5 days ago

bangalore, India ADCI - Karnataka Full time
Imagine being part of a team where your ideas have the potential to impact millions of consumers worldwide. CMT is looking for a Support Engineer (DevOps, Systems, Data Engineering, People Management and Software Engineering skills) to own automating operational/development work. This will include identifying and resolving issues, automating and improving repetitive processes, and working closely with the development team. You will become intimate with the architecture of our systems and be responsible for diving deep into code, and developing solutions for our customers and services.
Primary responsibilities include managing a team of Support Engineers, setting goals and be responsible for deliverables. The team will own troubleshooting, diagnosing and fixing operational issues, developing monitoring solutions, performing infrastructure maintenance and configuration, updating, tracking and resolving technical challenges. Responsibilities also include working alongside development, updating/enhancing our current software, automation of support processes and documentation of our systems, by working with tech, product and operations team that own promotions systems.
- Monitoring & Resolution of Trouble Tickets within defined SLA’s. Drive escalations to engineering team.
- Drive Root Cause Analysis, Impact Analysis and Production Deployment support.
- Build automated frameworks, tools, solutions to enable stakeholders/business owners monitor health/drive business outcomes (For example: Automated Business/Product Metrics)
- Build a culture of direct code interaction by nurturing talent towards building applications/debugging & making code level fixes.
- Regular interactions with various internal business-owners (like engineering teams) to help understand requirements & business priorities, define engagement model and drive improvements.
- Developing support strategies and creating appropriate harnesses as well as pragmatic approaches for quick & effective support.
- Resource planning to support various program asks.
- Drive initiatives to maximize operational efficiency.
- Defining measurable metrics to gauge progress against objective Support goals.
- Build best-of-class support engineering team
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND

BASIC QUALIFICATIONS

- BS/BE in Computer Science or equivalent combination of technical education and work experience
- Should have minimum of 5+ years of relevant experience
- Should have at least 2 year of experience in managing a team of 8-10 Engineers
- Experience in hiring, recruiting, developing and promoting Technical Contributors and Engineers
- Strong understanding of support processes – SLA, handling tickets, monitoring, processes and metrics.

PREFERRED QUALIFICATIONS

- Strong stakeholder management and communication management.
- Good people manager who can manage and motivate direct reports and get the best out of them

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