Technical Support Manager

hace 2 semanas

Ciudad de México, Ciudad de México Audible A tiempo completo

**About This Role**

Our technology teams play a crucial role in connecting listeners with millions of stories by envisioning, designing, developing, and testing the software and applications that comprise Audible's platform. As a Support Engineering Manager, you will anticipate and identify potential obstacles before they occur, and implement solutions that enable our engineers to achieve strategic and tactical business objectives. You will coach teams to deliver innovative products and programs that provide maximum value to our millions of customers. This is an opportunity to drive the future of our technology, mentor future leaders, and inspire innovation.

**Key Responsibilities**

  • Be a technical lead for the organization and a support leader for peers across the company.
  • Have a solid understanding of the business as it relates to the team's supported services.
  • Lead or participate in team-wide user groups to exchange support information, procedures, and best practices.
  • Build expertise in system design and configuration and contribute to architecture design for the team.
  • Be involved in all major technical decisions in the team, and work with development and QA teams to help 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.

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