Operations Manager

Overview

WHO WE ARE:

Beyondsoft is a leading mid-sized business IT and consulting company that combines modern technologies and proven methodologies to tailor solutions that move your business forward.

Our global head office is based in Singapore, and our team is made up of a diversely talented team of experts who thrive on innovation and pushing the bounds of technology to solve our customers' most pressing challenges.

When it comes time to deliver, we set our sights on that sweet spot where brilliance, emerging technologies, best practices, and accountability converge. We have a global presence spanning four continents (North America, South America, Europe, and Asia). Our global network of talent and customer-centric engagement model enables us to provide top-quality services on an unprecedented scale.

WHAT WE'RE ABOUT:

We believe that collaboration, transparency, and accountability are the values that guide our business, our delivery, and our brand. Everyone has something to bring to the table, and we believe in working together with our peers and clients to leverage the best of one another in everything we do. When we proactively collaborate, business decisions become easier, innovation is greater, and outcomes are better.

Our ability to achieve our mission and live out our values depends upon a diverse, equitable, and inclusive culture. So, we strive to foster a workplace where people have the respect, support, and voice they deserve, where innovative ideas flourish, and where people can unleash their brilliance. For more information regarding DEI at Beyondsoft, please go to

JOB OVERVIEW:

This position will help support the teams that track incidents for high-visibility, high-traffic web sites and consumer facing web applications reported by internal customers, business partners, and vendors.


Responsibilities

• Support daily activities related to production operations and support of the client's websites.
• Manage escalations both internally and externally.
• Hire and manage a team of distributed service desk resources.
• Manage priorities, issues, communications, and progress productively.
• Resolve incidents, issues, and problems, alone and through collaboration with other members of the website application support team.
• Ensure all production incidents are recorded timely and accurately and communicate state of production to management.
• Assist with support documentation and provide input into standard operation procedures.
• Provide on-call support as scheduled; position will require rotating 24x7 on-call support and off-hours maintenance work utilizing PagerDuty.
• Effectively collaborate with other members of the website application support team and their internal and external customers.
• Perform additional duties as assigned.

Qualifications

• BA/BS, or equivalent combination of education and experience is required, master's degree preferred.
• Minimum of 8+ years related experience.
• This is a leadership position that requires extensive experience in process, testing, and incident management experience, as well as people management.
• Must be driven, passionate about technology, and ready to learn.
• Experience in leading and nurturing teams in delivering high quality support platforms.
• Experience managing delivery against a budget.
• Effective interpersonal skills as well as excellent written and verbal communication.
• Ability to work independently and in a team environment.
• Ability to work under time pressures while maintaining a customer service attitude.
• Self-motivated with attention to detail.
• Experience in supporting an internal help desk will be a significant asset.
• Experience providing high level of support to Fortune 500 partners is desired.
• Experience with ServiceNow, Peregrine, or other ticketing systems a plus.
• Experience with Amazon AWS, S3, CloudWatch, Dynatrace and other cloud monitoring tools.
• Experience with ITIL Best Practice, Incident Management, Change Management.
• Knowledge or Experience with Unix/Linux/Apache/Amazon AWS/Microsoft Azure.

WHAT WE HAVE TO OFFER:

Because we know how important our people are to the success of our clients, it's a priority to make sure we stay committed to our employees and making Beyondsoft a great place to work. We take pride in offering competitive compensation and benefits along with a company culture that embodies continuous learning, growth, and training with a dedicated focus on employee satisfaction and work/life balance.

• A competitive pay range of $100 to $110 k (depending on the experience)
• 15 days per year of Paid Time Off (PTO).
• 8 paid holidays per year (which includes 1 personal floating holiday).
• 401(k) retirement plan with company match.
• Eligible employees (and their families) are offered the following company-sponsored benefits: Medical, dental, and vision insurance, health savings account (HSA), short-term and long-term disability, employee assistance plan (EAP), and basic life and AD&D insurance.
• Eligible employees (and their families) are offered the following voluntary employee-funded benefits: Health care flexible spending account, dependent care flexible spending account, commuter benefits, voluntary accident & critical injury coverage, voluntary long-term care coverage, and voluntary life and AD&D insurance.

Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.