Associate Engineer, Biz Ops ( PM / Customer On - Boarding
The role of business operations is to be the production readiness steward for the platform. This is accomplished by closely partnering with developers to design, build, implement, and support technology services. For this role, it will be key to work with the development/technical teams to relay technical details/specifications to our customers.
The goal of every biz ops team is to shift left to be more proactive and upfront in the development process, and to proactively manage production and change activities to maximize customer experience, and increase the overall value of supported applications. Biz Ops teams also focus on risk management by tying all our activities together with an overarching responsibility for compliance and risk mitigation across all our environments. A biz ops focus is also on streamlining and standardizing traditional application specific support activities and centralizing points of interaction for both internal and external partners by communicating effectively with all key stakeholders.
Ultimately, the role of biz ops is to align Product and Customer Focused priorities with Operational needs. We perform reviews from an internal perspective, but also understanding and providing the feedback loop to our development/technical partners on how we can improve the customer experience of our applications.
For all team members:
• Engage in and improve the whole lifecycle of services—from inception and design, through deployment, operation and refinement.
• Analyze ITSM activities of the platform and provide feedback loop to development teams on operational gaps or resiliency concerns
• Support services before they go live through activities such as system design consulting, capacity planning and launch reviews.
• Maintain services once they are live by measuring and monitoring availability, latency and overall system health.
• Scale systems sustainably through mechanisms like automation, and evolve systems by pushing for changes that improve reliability and velocity.
• Practice sustainable incident response and blameless postmortems.
• Work with a global team spread across tech hubs in multiple geographies and time zones
• Share knowledge and mentor junior resources
• BS degree in Computer Science or related technical field or equivalent practical experience.
• Experience with project management, pipeline management, customer onboarding
• Systematic problem-solving approach, coupled with strong communication skills and a sense of ownership and drive.
• We support many different stakeholders. Experience in dealing with difficult situations and making decisions with a sense of urgency is needed.
• We need team members with an appetite for change and pushing the boundaries of what can be done with automation. Experience in working across development, operations, and product teams to prioritize needs and to build relationships is a must.
• Experience with dispute resolution management is a plus.
• Ability to quickly learn newtechnologies; self-starter.