As the manager of the operations and support team, you will lead the creation of a scalable operations environment; working closely with the server team and our field engineering team you will develop processes and systems to manage the operational aspects of our web 2.0 services, provide support for our worldwide customers and be the gatekeeper for customization work for our customers. This position is based in Redwood City, California.

Responsibilities

• Technical lead responsible for the overall architecture, design, and implementation of the Data Center infrastructure and the overall support function (Customer Support and Production Support)
• Architect and implement System monitoring & management infrastructure
• Architect and maintain Linux server and storage infrastructure
• Architect and maintain Data Center network infrastructure – firewalls, open source load balancers, switches, NFS etc.
• Develop and maintain database services that can perform and scale in a multi-tenant hosted / SaaS environment
• Responsible for maintaining integrity and stability of the Production environment (Operations gatekeeper)
• Conceptualize and drive operational efficiencies in the Production Data center environment
• Support diverse hardware and software needs in various environments – QE, Production and Development
• Perform Capacity Planning, performance tuning and day-to-day system management tasks
• Ensure that Security Policies are adhered to and executed

Secondary Focus

• Responsible for the overall support function (Customer Support and Production Support)
• Build Customer Support and Production Support teams
• Work with outsourced Data center vendor and be responsible for system availability and uptime
• Emergency Support and Escalation for all Data Center related operational issues and Tier 2 Production Support
• Architect, implement, and maintain Customer Support Systems for various flavors of support – Phone, Web, Email
• Conceptualize newer ways of providing support in a SaaS environment
• Strategize Tiered Support offerings as the organizations grows
• Design and enforce request handling and escalation policies and procedures
• Establish and enforce Customer Support service levels agreements in consultation to establish problem resolution expectations and timeframes for customers
• Oversee the ongoing development, implementation, and administration of customer support training procedures and policies in coordination with the right business stakeholders
• Hire, train, coach, and mentor Support employees responsible for responding to customer requests as part of their daily jobs
• Track and analyze trends in Customer Support requests and generate statistical reports on a weekly and monthly basis for distribution to Executives and key stakeholders within the company
• Analyze performance of Customer Support activities and documented resolutions, identify problem areas, devise – in coordination with product teams – and deliver solutions to enhance quality of service and to prevent future problems
• Provide feedback to product teams, key stakeholders in weekly/monthly meetings to assign tracking on tasks for defects, enhancements, data fixes and overall improvements leading to resolution

Qualifications/Experience

• Expert knowledge of Java, SQL, PERL
• Understanding of object oriented design
• 4-5 years experience leading high performing engineering teams
• Experience as a Unix System Administrator and Network Administrator
• Expert knowledge of Linux Operating System (Red Hat/Cent OS)
• Familiarity with Windows XP 2003 OS
• Knowledge of shell scripting (and other relevant scripting tools)
• Familiarity with multi-tenant SaaS (Software As A Service) environments
• Ability to work in a multi-tasking environment
• Highly self-motivated, as well as capable of inspiring other team members to perform
• Knowledge of SAN/NAS Technologies
• Proven track record of problem solving skills
• Excellent oral and written communication skills
• Solid relationship management and performance management skills
• Strong understanding of the organization’s goals and objectives
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Strong documentation skills
• Keen attention to detail
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Expert knowledge of Customer Support Systems deployed in multi-tenant SaaS environments
• Ability to set up new procedures and policies for Customer Support and Production Support
• Highly self-motivated, as well as capable of inspiring other team members to perform
• Proven track record of problem solving skills
• Ability to think on behalf of the customer and the ability to communicate the right level of urgency to the rest of the organization
• BS required/MS desired in Computer Science

No relocation, local candidates preferred. Competitive salary, stock plan and medical benefits.
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