Reports to Sr. Technology Operations Manager

Technology Operations team:

Our Problem Management engineers wear many hats. They investigate trending issues in the areas of business, application code as well as system infrastructure and address their root cause. Problem Management is very customer focused and tries to improve the way our customers engage and work with TechOps through voice of customer sessions, providing training and job aids to both our customers and SREs. Problem Management builds tools to enable our customers and the SREs to quickly restore service or execute a commonly invoked task. They are the gurus of TechOps and walk a thin line between Software and IT Engineering. Our Monitoring team builds and maintains a platform which allows us to be aware of any potential issue within our enterprise systems and products. Through monitoring, systems knowledge and research, we actively seek to eliminate problems.

We speak this language:

Customer service, automation, efficiency, ownership.

This is where YOU come in:

• Manage and motivate your team to push the envelope each functional area.
• Provide coaching, training and mentorship to members of the team.
• Identify trends and areas where the team can improve while implementing best practicesHire and grow talent to support TechOps objectives.
• Work closely with the Sr Management to monitor team morale and ensure team members are productive, engaged and motivatedDevelop and move forward the vision, architecture, deployment and continuous improvement of Enova's customer support and enterprise monitoring.
• Identify opportunities to improve TechOps tooling, training and process.Coordinate among cross-functional teams (operations, software engineering, marketing, analytics, product management, IT, etc.) to execute high-impact projects.
• Champion bug prioritization, training efforts and process change across the organization.Build and maintain strong and productive relationships with our customers and internal service providers.
• Prioritize team workload.
• Conduct ongoing continuous improvement efforts across all facets of the teams’ responsibilities.
• Help close the loop on major incidents, mitigating the risk for recurrence and future impact to the enterprise.
• Create tooling for trend analysis, conduct capacity and system performance analysis and execute efforts to address the gap between current and desired state.

You’re right for this job if you:

Have a proven record of building and maintaining strong relationships with customer and internal service suppliers.Have the desire to mature an advanced SRE functionHave strong record of growing and recruiting top talentHave strong project management experienceHave a Bachelor’s degree in Computer Science, Engineering or equivalent.