Manager, Technology Operations
2 weeks ago
Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square.
After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together.
To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, book appointments, engage loyal buyers, and hire and pay staff.
Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place.
Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.
Today, we are a partner to sellers of all sizes - large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time.
Job Description:
This role sits within Technology Operations (TechOps), which is a global operational team managing the service level of the Afterpay platform coordinating between engineering teams (our internal vendors) and external vendors.
Serving as Engineering's external customer layer, TechOps acts to ensure that customer SLAs are sustained throughout internal and external change; and that the organisation continues to learn from incidents.
As an Engineering Manager in TechOps you will be responsible for end-to-end coordination of both proactive and reactive change responses - deployments, rollbacks, migrations, scheduled maintenance, degradations, service interruptions and outages.
This line of responsibility runs from first-line investigation and diagnosis through to incident management and on to post-incident review and closure.
Leading one of TechOps' three teams of incident managers, you are leading the team in coordinating operational responses to incidents as they arise, supplemented with a portfolio of proactive improvement initiatives.
You will lead the team in collaborating with a cross-section of internal engineering / product teams, compliance and operations teams as well as external vendors in all areas of platform service.
Key responsibilities will include:
Problem Management | Incident Management
- Leading incident managers in managing the lifecycle of multiple incidents of varying severities, service capabilities and markets.
- Guiding the team's coordination between internal and / or external vendor teams. Serving as senior representative in influencing and gaining consensus across stakeholders in incident response
- Overseeing and coordinating communication streams from the team and serving as the team's escalation point for items for decision.
- Overseeing and contributing to the production of various incident, weekly and monthly reports
- Coordinating and leading the team in the servicerelated communication with vendors (internal /external) and partners
- Ensuring the team continues building and maintaining operational relationships across the organisation.
- Ensure the teams change tracking remains accurate
- Deployments, Migrations, Changes, Maintenance, Campaigns, Promotions & Market Events
- Continuing to enhance and evolve the operational and incident framework system, process, assets and practices.
- Identifying areas of opportunity for incremental improvements in our operational framework and lead delivery through to the realisation of those improvements.
Qualifications:
Like us, you'll get a kick out of seeing and feeling the impact of your work.
You will be a naturally curious and self-driven individual who enjoys:
- Exceptionally detailoriented with excellent documentation and written communication skills. Collaborating on Slack, JIRA and across a variety of documents and artifacts.
- Experienced people leader, capable of distributing and balancing work across the team.
- Systems and Operations background
- Environments, SDLC, Branches, Releases, Rollback, Rollforwards, Patches, Hotfixes, Upgrades, Migrations etc.
- Working knowledge of request / service / ticketing platforms
- JIRA, ServiceNow, Salesforce
- Sound knowledge in using operational toolse
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