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Technical Operations Manager, Seal Software - a DocuSign Company

Walnut Creek, California
Job Type
15 Oct 2020
Technical Operations Manager, Seal Software - A DocuSign CompanyEngineering & Tech Ops | Walnut Creek, CA Our agreement with employeesDocuSign is committed to building trust and making the world more agree-able for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what's right, every day. At DocuSign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you'll be loved by us, our customers, and the world in which we live. The teamOur Engineering & Tech Operations team builds and operates complex solutions for global business challenges that cross cultures, legal jurisdictions, and impacts millions of people and businesses every day. We hire people with a broad set of skills and people who want to work on creating never-been-done-before solutions at scale while ensuring world-class reliability and security. Our Agreement Cloud is a revolutionary solution that changes the way people live, work, and come to agreement. This PositionThe Technical Operations Manager is an effective coach, versatile operational leader and someone who is on the front lines with our services staff and our customers. You provide your team with a roadmap to success, lead by example, and model what it means to provide excellent support in your interactions internally and externally. You work strategically and cross-functionally to improve product supportability and deliver superior customer experiences. You balance and prioritize day-to-day support efforts and projects based on business value in order to achieve business goals and enable customer success. Responsibilities• Manage the day-to-day operations for a highly skilled and connected team of TechOps and NOC engineers; providing them the support and direction necessary for business and customer success• Coach your team to success; give them the opportunity to grow and excel and provide consistent feedback, counseling and mentoring. Facilitate both short-term and long-term professional development• Serve as a point of escalation for customer and technical issues; ensuring the appropriate resources are engaged for timely action and proper traction• Lead the Network Operations Center (NOC) staff to enable mission essential operations that facilitate the prompt detection, resolution, escalation and reporting of service impacting events and incidents.• Lead the NOC team ensuring network reliability, availability, compliance with Customer Service Level Agreements (SLA), preventive maintenance requirements, and readiness of network components and long-haul vendor services.• Ensure that operation management policies, standards and procedures are properly implemented, enhanced, and maintained; including training, incident reporting and resolution, problem management, metrics collection, performance reporting, trend analysis• Analyze, manage, and resolve all issues in a timely manner. Drive innovative solutions to ensure operational excellence, best in class customer service, and continual process improvement is continually realized.• Drive proactive Problem Management and Continual Service Improvement (e.g., implement programs to monitor utilization for a specific service and intervene prior to overutilization impacting that service.• Ensure that NOC personnel are implementing effective Incident Management processes to detect and resolve service outages and degradations as quickly as possible and are returned to normal service levels.• Support the staffing, onboarding, training, development and performance management of the team.• Participate in Knowledge Management, coaching, SaaS Service Management improvements and customer status and reporting.• Ensure all Trouble Tickets are appropriately entered and managed in accordance with program policies, and processes.• Manage TechOps-related projects, programs and/or initiatives to successful outcomes• You are also expected to be technically hands-on with similar responsibilities and skills as summarized in the TechOps Engineer job description. Basic Qualifications • 2+ year's experience in Kubernetes, SWARM, Linux and Windows, Databases, Scripting, etc.• 2+ year's experience with any of the following: GCP, AWS, Azure or similar. Preferred Qualifications • You have a visible commitment to supporting the growth and success of those who work for and around you and have demonstrated people management and coaching skills.• You can articulate the importance of the customer experience and can bring others along on your journey for increasingly positive results, balancing business needs and customer expectations.• You communicate clearly and concisely, both written and verbal, to a variety of audiences.• You can gather, analyze and interpret data; and identify, define and resolve problems.• You are experienced collaborating with and influencing cross-functional teams.• You thrive in a fast-paced, growth environment things are changing and evolving as we grow! About DocuSign DocuSign® helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, hundreds of thousands of customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. Plus, we save more trees together! And that's a good thing. DocuSign is an Equal Opportunity Employer. DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the discussion and who feel a sense of inclusion and belonging when they join our team. Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. #LI-DS1
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  • Job Reference: 182908458-2
  • Date Posted: 15 October 2020
  • Recruiter: DocuSign Inc.
  • Location: Walnut Creek, California
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent