Senior Manager, Engineering Job in Opsramp

Role

At OpsRamp, we strongly believe that our customers' success is our success. This exciting Senior Manager, Customer Engineering position is a critical and impactful role within the Product Development organization, where our goal is to ensure the success of our customers.

As a leader and technical owner in this area, you will represent product engineering, act an as advocate of our customers and collaborate with customer-facing organizations across the company to drive towards customer satisfaction and success through proactive problem management, timely, issue resolution, development of targeted enhancements within the product, defining processes, identifying best practices and managing customer expectations. You ll work alongside with the customer facing teams to adopt and help realize the value of the OpsRamp IT Operations Management platform in customer environments.

Responsibilities

• Have oversight and manage a team of engineers responsible for designing, developing, troubleshooting, and debugging software code in the OpsRamp SaaS product
• As a manager, you will apply your knowledge of software design and architecture to manage both software development and problem resolution activities associated with designing, developing, and debugging software modules and build enhancements within an existing software architecture framework
• Actively participate in and/or facilitate the development of software enhancements to the existing product with no negative impact to the core platform
• Hire and build a team of software engineers with expertise in diverse areas of the product and develop the organization's technical capabilities, skills and ability to mitigate customer impacting events and to drive towards increasing levels of customer satisfaction
• Facilitate periodic escalation reviews to ensure critical next steps, owners and dates are clearly outlined and closure is achieved in a timely manner
• Influence and drive continuous product quality and serviceability improvements
• Continually challenge and motivate the team to take on increasing levels of software feature development responsibilities above and beyond software defect resolution activities
• Develop a deep understanding of OpsRamp IT Operations Management platform, architecture, and its capabilities
• 7-10 years of hands-on experience managing software engineering teams in a sustaining role and in a geographically distributed setting
• Solid understanding of software development practices in an agile, dynamic and fast paced environment
• Experience working with products, preferably SaaS, based on distributed and microservices based architectures. Experience developing or supporting highly concurrent/available and reliable software, preferably in the IT infrastructure space across both data center and cloud
• Track record of influencing and improving the quality of software products
• Understand, define, and document processes, best practices for activities you have oversight for
• Experience managing escalated customer situations, possibly in challenging situations
• Ability to handle competing priorities in a fast-paced startup-like environment
• Proven track record of fast learning and strategic thought leadership and teamwork
• Demonstrated ability to communicate internally across all levels of the organization as well as externally with customers
• Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences

Requirements