The Technical Operations (production support) team is responsible for technical support of a suite of products and services. The team handles all support requests, incidents, issues, tickets, and data remediation, to ensure flawless and quality delivery of services to MaintenanceNet clients. This is a critical role requiring a highly dedicated individual who can take ownership and provide procedural and technical support to various teams and internal/external stakeholders.

The Technical Operations Lead is a highly motivated leader, focused on operational efficiency, and disciplined processes that support multiple production, pre-production and development environments. This role has leadership responsibility for a team of data analysts and works hand-in-hand with other development and implementation teams. Additionally, this role has authority and sets the direction and action for support during major incident management or will escalate to senior management. The Technical Operations Lead manages a 24/7/365 highly available, on-call environment

This is a high-profile role, working in a high-pressure environment and demands a dynamic individual with great communications skills, acumen and the ability to assimilate information quickly, with focus on Incident and problem management.

General Tasks & Responsibilities:
-Runs the production Agile Kanban process, including daily standups, working closely with Account managers, Business analysts, and the Product Owners, to prioritize and resolve tickets in the backlog
-Supervises daily activities of production to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives
-Own incidents and problems and work to get to detailed root cause analysis and suggest workarounds and/or solutions for recurring issues
-Manage resource training, policy and procedure development or enhancements, operations monitoring and controls, and continuous process improvement
-Coach and mentor a dedicated Team in the ways of Agile Kanban and the appropriate behaviors associated with building a high performing Team
-Responsible for identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing
-Develops and maintains relationships with technical staff and MaintenanceNet clients
-Carefully evaluates alternative risks and solutions before taking action so that action plans are timely, realistic and positive
-Responsible for meeting company’s customer advocacy & satisfaction objectives
-Promote a collaborative Team environment that fosters creativity, innovation and high performance

Required Skills:
-Must be very detailed oriented and very organized
-Must demonstrate the ability to effectively communicate verbally and in writing to the team, management and the customers
-Communicates openly and effectively in a manner consistent with the audience, can run dynamic meetings
-Exhibits objectivity and openness to others’ views as well as gives and welcomes feedback
-“Can do” attitude, that can identify problems, take ownership, and provide solutions
-Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
-Possess fantastic trouble-shooting skills, are driven to help internal/external customers and have the ability to dive deep into a new product to learn it inside and out
-Demonstrates an adaptive style that is flexible and effective in gaining cooperation of others
-Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/oo conflict with available information with the ability to reach sound decisions quickly
-Sets appropriate goals for the area and monitors progress against the plan
-Able to balance the workload of team members and supervise individuals of varying abilities

Required Experience:
-5+ years of experience in Operations/Production support lead roles in the technology industry
-2 years minimum experience in leading teams of 8 or more technical resources
-Experience in data analysis, SQL,SSIS (Mongo DB a big plus)
-Experience as a Technical project manager or QA manager delivering software is desirable
-Strong technical knowledge, SDLC, and software development background is a plus
-Agile Kanban experience is a plus
-Thorough understanding of agile software development methodologies, values, and procedures
-Experience with issue logging tools (Jira is a plus)

Education: BA/BS required, ITIL, Six Sigma, CSM, and other PM certifications preferred.

This job description is not intended to be all inclusive. The candidate hired will also perform other reasonable related business duties as assigned by supervisor. The company reserves the right to revise or change job duties as needed. This job description does not constitute a written or implied contract of employment.