JOB OVERVIEW:

This position will help support the teams that track incidents for high-visibility, high-traffic web sites and consumer facing web applications reported by internal customers, business partners, and vendors.

• Support daily activities related to production operations and support of the client’s websites.
• Manage escalations both internally and externally.
• Hire and manage a team of distributed service desk resources.
• Manage priorities, issues, communications, and progress productively.
• Resolve incidents, issues, and problems, alone and through collaboration with other members of the website application support team.
• Ensure all production incidents are recorded timely and accurately and communicate state of production to management.
• Assist with support documentation and provide input into standard operation procedures.
• Provide on-call support as scheduled; position will require rotating 24x7 on-call support and off-hours maintenance work utilizing PagerDuty.
• Effectively collaborate with other members of the website application support team and their internal and external customers.
• Perform additional duties as assigned.

• BA/BS, or equivalent combination of education and experience is required, master’s degree preferred.
• Minimum of 8+ years related experience.
• This is a leadership position that requires extensive experience in process, testing, and incident management experience, as well as people management.
• Must be driven, passionate about technology, and ready to learn.
• Experience in leading and nurturing teams in delivering high quality support platforms.
• Experience managing delivery against a budget.
• Effective interpersonal skills as well as excellent written and verbal communication.
• Ability to work independently and in a team environment.
• Ability to work under time pressures while maintaining a customer service attitude.
• Self-motivated with attention to detail.
• Experience in supporting an internal help desk will be a significant asset.
• Experience providing high level of support to Fortune 500 partners is desired.
• Experience with ServiceNow, Peregrine, or other ticketing systems a plus.
• Experience with Amazon AWS, S3, CloudWatch, Dynatrace and other cloud monitoring tools.
• Experience with ITIL Best Practice, Incident Management, Change Management.
• Knowledge or Experience with Unix/Linux/Apache/Amazon AWS/Microsoft Azure.

WHAT WE HAVE TO OFFER:

Because we know how important our people are to the success of our clients, it’s a priority to make sure we stay committed to our employees and making Beyondsoft a great place to work. We take pride in offering competitive compensation and benefits along with a company culture that embodies continuous learning, growth, and training with a dedicated focus on employee satisfaction and work/life balance. 

• A competitive pay range of $100 to $110 k (depending on the experience)
• 15 days per year of Paid Time Off (PTO).
• 8 paid holidays per year (which includes 1 personal floating holiday).
• 401(k) retirement plan with company match.
• Eligible employees (and their families) are offered the following company-sponsored benefits: Medical, dental, and vision insurance, health savings account (HSA), short-term and long-term disability, employee assistance plan (EAP), and basic life and AD&D insurance. 
• Eligible employees (and their families) are offered the following voluntary employee-funded benefits: Health care flexible spending account, dependent care flexible spending account, commuter benefits, voluntary accident & critical injury coverage, voluntary long-term care coverage, and voluntary life and AD&D insurance.