This position reports to the Manager of Global Support and Technical Operations. Responsible for overseeing the day-to-day management of the our Poznan, Poland based Support and Technical Operations Team. As the leader of the STO team, you will help define and develop operating procedures for a 24×7 support organization and continue build out a team of OpenStack operations professionals.
You will supervise and coordinate the activities of the technical team during shifts, in order to deliver outstanding quality and service to our customers in compliance with SLA requirements.
The ideal candidate will bring a combination of hands-on management and knowledge and experience in fast paced and growing environments, and should be proficient with NOC concepts and practices.
- Monitor and support our customer’s production clouds;
- Assist in coordinating operations and engineering teams in order to identify issues, file bugs and escalate issues as necessary;
- Identify and verify service impact to customers, and dispatch subject matter experts in support of problem resolution;
- Communicate with internal and customer-facing teams in support of status updates regarding open issues, and implement actions in support of root cause analysis and problem remediation.
- Solid working knowledge and hands-on experience with Linux servers;
- Solid working knowledge and hands-on experience with application servers technology (Apache Tomcat, Jboss, IIS, etc);
- Understanding of basic network protocols (TCP/IP, HTTP, FTP, etc) and utilities (Telnet, SSH, CURL, etc);
- Experience with scripting and command line in a Linux environment;
- Experience and proficiency with troubleshooting techniques and problem solving in a 24x7x365 production environment (IaaS/PaaS/SaaS);
- Experience as NOC/Support team leader or manager, including personnel and shift coordination and management, and making daily reports on shift operations and issues handled/escalated;
- Willing to work in shifts including night & weekends;
- Excellent communication and intra-personal skills;
- Willingness to learn and be trained on our core product – Mirantis OpenStack.
- BS degree preferred;
- Working knowledge of NOC monitoring technologies (Nagios, Icinga, Zabbix, Splunk etc);
- Solid knowledge of virtualization technologies;
- Previous OpenStack experience preferred but not required.
- Work for a Silicon Valley company – an established leader in cloud computing industry;
- Work with exceptionally passionate, talented and engaging colleagues;
- High-energy atmosphere of a young open-source friendly company;
- Opportunity to make a difference in the world of cloud computing;
- Very competitive salary and compensation package.