Operations Manager

Beyondsoft; Plano (TX); On-site; USD 100,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

PTO

Paid holidays

401(k) with company match

Medical, dental, vision insurance

Employee assistance program

Job summary

Beyondsoft seeks an experienced leader to oversee production incident management for high-visibility web sites and consumer apps from Plano, TX. You will guide a distributed service desk, manage escalations, and drive process improvements to ensure rapid, reliable incident resolution.

Requirements include a BA/BS (Masters preferred) and 8+ years in incident management with strong communication skills and budget experience.

Qualifications

• BA/BS or equivalent; master's preferred.
• 8+ years related incident management experience.
• Leadership experience delivering high quality support platforms.
• Effective interpersonal and communication skills.
• Ability to work independently and in a team, under pressure.

Responsibilities

• Support daily production operations for client websites.
• Manage escalations with internal and external teams.
• Hire and manage a distributed service desk team.
• Prioritize issues and communicate progress to stakeholders.
• Resolve incidents individually or with the team.
• Ensure timely incident recording and status updates for management.
• Assist with support documentation and SOPs.
• Provide on-call support on a rotating 24x7 schedule.
• Collaborate with colleagues and customers across teams.
• Perform additional duties as assigned.

Skills

Incident management

Team leadership

Budget management

Customer communication

Problem solving

Unix/Linux

AWS

Azure

ITIL

Education

BA/BS or equivalent

Master’s degree preferred

Tools

ServiceNow

Peregrine

Ticketing systems

Job description

This position will help support the teams that track incidents for high-visibility, high-traffic web sites and consumer facing web applications reported by internal customers, business partners, and vendors.

JOB RESPONSIBILITIES:

• Support daily activities related to production operations and support of the client’s websites.
• Manage escalations both internally and externally.
• Hire and manage a team of distributed service desk resources.
• Manage priorities, issues, communications, and progress productively.
• Resolve incidents, issues, and problems, alone and through collaboration with other members of the website application support team.
• Ensure all production incidents are recorded timely and accurately and communicate state of production to management.
• Assist with support documentation and provide input into standard operation procedures.
• Provide on-call support as scheduled; position will require rotating 24x7 on-call support and off-hours maintenance work utilizing PagerDuty.
• Effectively collaborate with other members of the website application support team and their internal and external customers.
• Perform additional duties as assigned.

JOB QUALIFICATIONS:

• BA/BS, or equivalent combination of education and experience is required, master’s degree preferred.
• Minimum of 8+ years related experience.
• This is a leadership position that requires extensive experience in process, testing, and incident management experience, as well as people management.
• Must be driven, passionate about technology, and ready to learn.
• Experience in leading and nurturing teams in delivering high quality support platforms.
• Experience managing delivery against a budget.
• Effective interpersonal skills as well as excellent written and verbal communication.
• Ability to work independently and in a team environment.
• Ability to work under time pressures while maintaining a customer service attitude.
• Self-motivated with attention to detail.
• Experience in supporting an internal help desk will be a significant asset.
• Experience providing high level of support to Fortune 500 partners is desired.
• Experience with ServiceNow, Peregrine, or other ticketing systems a plus.
• Experience with Amazon AWS, S3, CloudWatch, Dynatrace and other cloud monitoring tools.
• Experience with ITIL Best Practice, Incident Management, Change Management
• Knowledge or Experience with Unix/Linux/Apache/Amazon AWS/Microsoft Azure.

WHAT WE HAVE TO OFFER:

Because we know how important our people are to the success of our clients, it’s a priority to make sure we stay committed to our employees and making Beyondsoft a great place to work. We take pride in offering competitive compensation and benefits along with a company culture that embodies continuous learning, growth, and training with a dedicated focus on employee satisfaction and work/life balance.

• A competitive pay range of $100 to $110 k (depending on the experience)
• 15 days per year of Paid Time Off (PTO).
• 8 paid holidays per year (which includes 1 personal floating holiday).
• 401(k) retirement plan with company match.
• Eligible employees (and their families) are offered the following company-sponsored benefits: Medical, dental, and vision insurance, health savings account (HSA), short-term and long-term disability, employee assistance plan (EAP), and basic life and AD&D insurance.
• Eligible employees (and their families) are offered the following voluntary employee-funded benefits: Health care flexible spending account, dependent care flexible spending account, commuter benefits, voluntary accident & critical injury coverage, voluntary long-term care coverage, and voluntary life and AD&D insurance.

Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.