Manager

     Manager, Common Operations

The Support Operations team with in Common Operations plays a critical role at Verint ensuring the Common Operations department runs smoothly all the time. This team consists of the following areas: Infrastructure Support and Monitoring, Global DevOps Tooling and Build/Template Support.
We are looking for a Manager of Support Ops to join our team. In this role, you will ensure that respective support teams and their areas of responsibility are well-coordinated and productive by managing its procedures, coaching its people and collaborating with directors of Common Operations. This manager should safeguard and augment the efficiency of the teams to facilitate accelerating support, operations process and long-term success. They will also lead the communication of Common Operations support strategy back to the Support teams and help improve engineering and support processes to meet our customers’ needs as Verint/Common Operations continues to evolve. You are a dynamic leader, have experience in an Engineering (Infrastructure, Telecom, DevOps) or Cloud/SaaS Support Organization, and enjoy working in a fast paced, changing environment. If this sounds like you, we would love to hear from you!
What you’ll do:
* Work closely with the Director of Infrastructure/Data Centers and Director of Global DevOps on a day to day basis. Contributing to the vision and strategic direction of the department and cascading the vision to Support teams
* Participate in regular meetings with CommonOps and lead and give input on cross-functional support processes and procedures
* Establish and refine metrics that help assess the productivity and success of the team
* Own support software, tools and prioritize internal tooling projects and customer issues that can be handled by Support Engineering
* Be responsible for Support Ops’ overall performance reviews and day-to-day management/scheduling of support teams
* Continuously coach and develop the Support Ops team through weekly 1:1’s and team meetings
We’d love to hear from you if:
* You have a proven track record of leading Customer Support or Product Support responsible for successfully delivering Engineering/Cloud/SaaS products and services at scale
* You have experience collaborating effectively and communicating to management
* You possess the ability to establish trust and credibility with senior leaders in the organization
* You have the ability to manage competing priorities while balancing the delivery of priorities
* You are able to thrive in a fast-paced and quick changing environment
* You have significant experience successfully collecting and transforming business requirements and market needs into a successful product or service strategy
* You are comfortable working on a strategic level with senior leadership and also on a tactical level with Support teams
* You have a strong understanding of Software Development Life Cycle
* You have some level working knowledge with DevOps (CI/CD/Infrastructure as Code) systems such as Jenkins, Artifactory, Ansible etc
* You have used source code management software such as Git, SVN, BitBucket in the past
* You have experience working in an Agile / Kanban development environment
* You have used Agile project management tools such as Jira, VersionOne etc
* You have some level of experience with Public cloud platforms such as Azure/AWS
if in case anyone interested , please send your cv at prerna.khosla@naukri.com

Software Development

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