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    Engineering Operations Manager - Chicago, United States - Linbar Solutions

    Linbar Solutions
    Linbar Solutions Chicago, United States

    2 weeks ago

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    Description
    If you have interest in this position please send resume in word with contact number.


    Senior Engineering Operations Manager

    Location US-IL-Chicago

    Job ID

    53329

    Function

    Engineering


    Overview


    We build tracking technology and solutions that generate actionable information and insight, giving companies unprecedented visibility into their businesses by giving physical things a digital voice.

    The Enterprise Intelligence Software team is an exciting part of the Technologies business, created to deliver innovative solutions that increase productivity and efficiencies of businesses and public organizations across key vertical markets.

    Our team is looking for an experienced Sustaining Engineer to build out and expand support teams for future and existing production software and data delivery services.


    This Senior Engineering Operations Manager will be part of a team supporting our customers (internal and external) engaged with our visibility applications, dashboards, portals and API data delivery services.

    The platform gives our customers, partners, and professional services teams valuable status and insights into operational assets and associated data.

    The primary objective of this role is to work with our customer support teams and development teams to investigate and resolve software and data issues governed by strict SLAs.

    The position will coordinate defect resolution, manage multiple support teams and identify improvements needed to close gaps in customer satisfaction.


    Responsibilities

    Provide key initial technical analysis of software and API problems, triage issues among multiple engineering teams, global services teams and partners

    Manage level 3 sustaining engineering teams with ticketing systems, Kanban and Agile methods for issue resolution

    Handle expedited P1 issues, manage the escalations among teams, ensure standard procedures are followed and polies are enforced

    Understand data sources, use SQL tools and other tools to validate API data delivery issues

    Contribute to automation of issue resolution, build scripts and dashboards for management to understand the volume, trends and overall health of our production systems

    Work with Security, QA, DevOps, Global Services, Lab Managers to streamline maintenance delivery to cloud and on-premise solutions

    Translate complex solution and the related support issues into language customers and partners can clearly understand

    Communicate clearly and precisely problem statements, required resolution to internal and external management

    Work directly with services teams, partners and customers on problem resolution and expedited issues

    Understand SLAs for IoT data delivery, improve monitoring and response resolution times with knowledge management tools, cloud services tools and continues improvement efforts

    Build out a global production support teams as we scale into 24/7 support

    Implement standards for customer support ticketing, triage tickets, use industry standards ITIL, SOC, others

    Understand data privacy requirements, security requirements for data delivery and usage


    Qualifications

    Bachelor degree or higher required

    7-10 years of relevant experience in
    managing and leading level 3 sustaining engineering teams in solution and data delivery

    Experience in
    Java, Spring, HTML 5, SQL tools, CSS 3 technologies, API management tools

    Exposure to big data platforms and tools such as Cassandra, ElasticSearch, and Hadoop desired

    Exposure to
    AWS, Azure & Google cloud and services

    Angular 2+ experience desired

    Expertise in writing SQL queries desired for data validation

    Excellent problem solving, analytical skills, and technical troubleshooting skills

    Demonstrates initiative, taking prompt action to identify issues/opportunities and accomplish objectives, going beyond what is required and/or expected

    Experience with application and data integration concepts, and technologies

    Understanding of ETL data flow desired

    Understand API management and delivery

    Expertise in software and web application testing methodology and test processes

    Strong knowledge of operating systems (Linux/Windows)

    Ability to work independently and remotely with limited supervision

    Ability to drive teams during times of escalation, work off hours if needed to ensure SLA delivery

    Must be flexible and be able to adapt strategy to changing business requirements

    Excellent written & verbal communication and presentation skills

    Ability to handle multiple tasks, prioritize and meet deadlines

    Exposure to Agile methodologies

    Exposure to Jira and Git desired

    Exposure to Python desired
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