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