Desired Skills and Experience

  • Ensure end-to-end availability of Zendesk services
  • Manage a team of Operations Engineers, guide them in their efforts, develop better teamwork
  • Lead the team in developing Subject Matter Experts in various technologies, and become an expert in some of these yourself
  • Ensure the team continues expertise in core tech such as systems operational engineering, Ruby development, and Chef automation.
  • Oversee development of new product environments embracing new core technologies (PAAS, multiple cloud providers, CD/CI and more)
  • Oversee coordinated service delivery and ensure effective incident and change management occurs
  • Collaborate with peers in the Zendesk support and engineering organization to provide the best customer experience
  • Coordinate with Production Operations peers in US and APAC to support consistent service delivery around the clock
  • 5+ years of relevant experience in a production operations / SaaS technology environment
  • Demonstrable experience effectively leading teams and working with individual team members to grow their capabilities
  • Experience managing multiple user-facing services to high levels of performance and availability
  • Experience maintaining a continuous response capability within a team, managing on-call responsibilities and ensuring ongoing training
  • Knowledge of technology operations processes including experience gathering requirements, reviewing processes and writing functional design documents
  • Self-directed, detail-oriented individual to solve practical problems and deal with a variety of variables
  • Ability to implement workflow processes that maximizes efficiency for the team
  • An ability to interact and communicate effectively with others at all levels of the organization
  • Excellent decision-making skills with a knack for identifying, prioritizing, and articulating the highest impact initiatives
  • Able to meet deliverables and drive your work to completion within specified timelines
  • Great communication skills both written and verbal
  • Can work cross functionally in many areas without being constrained by your job function
  • Collaborative, upbeat work ethic where you can take ownership and have fun