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Support Engineering Manager, Audible
hace 1 mes
We're seeking a seasoned Support Engineering Manager to join our team at Audible. As a key member of our technology organization, you'll play a critical role in connecting our listeners with millions of stories by designing, developing, and testing the software and applications that make up our platform.
Key Responsibilities- Anticipate and mitigate obstacles before they occur, implementing solutions that enable our engineers to achieve strategic and tactical business goals.
- Coach teams to deliver visionary products and programs that deliver maximum value to our customers.
- Lead or participate in team-wide user groups to exchange support information, procedures, and best practices.
- Build expertise in system design and configuration, contributing to architecture design for the team.
- Be involved in all major technical decisions, working with development and QA teams to increase service supportability, scalability, and performance.
- Lead moderate initiatives that span multiple services, such as efficiency and scaling.
- Manage team-wide outages, ensuring accurate documentation and timely resolution.
- Define aggressive SLAs and drive the team to meet them through metrics creation and analysis.
- Conduct team planning and reviews.
- Have an understanding of the technologies, tools, procedures, resources, and best practices used to improve operational excellence.
- Determine best practices for code management, support, code builds, and code deployments.
- Participate and drive operational excellence across your team.
- Take a role in the strategic direction of the team.
- Display leadership core values and lead people.
Audible is the leading producer and provider of audio storytelling. We spark listeners' imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers' daily lives. We're a global company with an entrepreneurial spirit, built on our People Principles and our mission to build more equitable communities in the cities we call home.
Basic Qualifications- 2+ years of people management experience leading System Development teams.
- Proficiency in one or more general-purpose programming languages such as Java, C/C++, C#, Objective C, Python, JavaScript, Ruby, or Go.
- Experience designing, building, operating, and managing large-scale distributed systems or web services.
- Experience engaging and influencing senior leaders using both verbal and written communication tools.
- Expertise in operational excellence, security compliance, and distributed systems' resiliency.
- Knowledge of professional software engineering practices & best practices for the full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations.
- Expertise in operations of highly available and scalable software systems with large customer bases.
- Strong verbal and written communication abilities.
- Ability to drive effective teamwork, collaboration, and commitment.
- Strong analytical problem-solving and troubleshooting skills.
- Ability to coordinate with peers and business stakeholders.
- Ability to quickly learn and adopt new technologies.
- Experience managing on-call support coverage, escalation, and critical issue management.
- Experience in contributing to the definition and implementation of automation opportunities within an operations environment.
- Experience in root cause analysis and error correction, identifying changes to procedures and systems to implement long-term fixes and avoid repeating issues.
