Salesforce Corporate Business Technology is looking for a Senior Manager to lead our team supporting our new Infrastructure Cloud Services offerings. This role is the first of its kind for the internal Business Technology organization and will be instrumental in building the team that supports our infrastructure technologies that will operate within our new public cloud environments. Additionally, this leader will oversee public cloud enhancements and operational innovations, develop an operating framework, organization, and processes that allow infrastructure technologies to follow DevOps practices.
Lead the global cloud infrastructure delivery and operational support teams
Establish key performance indicators for operational services
Define organizational level agreements with key stakeholders and partners
Partner with Finance to manage all budget aspects of cloud service offerings and people management
Ensure customer focus and satisfaction amongst internal customers and key stakeholders
Develop cloud vendor escalation processes in partnership with NOC & Infra teams
Develop operational integration processes for cloud technologies, to include incident, asset, change, and release management
Develop, implement, maintain IT Infrastructure policies and standard operating procedures.
Measure and track team performance to achieve planned deliverables
Identify opportunities to improve team efficiency and productivity
Create a culture of ownership amongst all engineers
Identify training needs of the current network and compute services organization and partner with our internal training team to develop and implement a cloud training program
Remain current with the latest technologies and industry best practices for Infrastructure Cloud Services
Participate in solution design planning and review to ensure solution leverages advantages, offer by the cloud, and operable by the cloud operations team(s).
Execute large and transformational infrastructure projects, when assigned by PMO or leadership team
Recommend modifications to technology, process or people aspects of public cloud service in order to improve efficiency, reliability, and performance
Commitment to quality, reliability, uptime, customer satisfaction, and data security
Participate in agile infrastructure software development, scrum, kanban and sprints
Lead engineers to modify Infrastructure as Code (IaC) source code so that deployed public cloud environment matches latest IaC source code.
This position requires someone who learns quickly, is hardworking and thrives in a fast-paced team environment
Bachelor’s degree(or equivalent experience) and 6+ years combined experience within technical support, network administration, systems administration, systems engineering and/or security administration
Experience with managing complicated incidents, including troubleshooting and user communication
Experience managing or influencing members of a technical team
Must have effective oral and written communication skills and the ability to work successfully with others
Strong analytical/problem-solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals
Management tasks such as goal setting, performance management, coaching, mentoring of team members, job task analysis, metric-based reporting on work streams
Ability to quickly diagnose problems and assign the right resources to solve the Incident
Manage shift schedules and provide ongoing feedback as part of the Infrastructure Management team
Manage engineers across global locations and multiple time zones
Knowledge of networking fundamentals and network requirements for a hybrid cloud environment.
BS or MS in Computer Science, Information Management, or a related field
2+ years of management experience directly overseeing a systems or network engineering team
3+ years of developing or administering a public cloud based environment (e.g. AWS)
Masters degree and 2+ years work experience or Bachelor’s degree and 5+ years work experience) degree in Computer Science or a related field, or equivalent experience.
Certifications desired in cloud computing (AWS Solution Architect, AWS SysOps Administrator, AWS DevOps Engineer, etc.)
Experience with other cloud providers (i.e. Azure, GCP, etc.).
Experience with Infrastructure as Code (IaC) delivery via Continuous Integration and Continuous Deliver (CI/CD) practices.
Experience in operating on-prem and cloud infrastructure and applications.
Hands-on experience with Linux systems (Redhat/CentOS or similar distributions) along with system services like DNS/DHCP, NFS, SYSLOG, SSH, SFTP, SSL, etc.
Previous “hands-on” experience with design, implementation, operation, and maintenance, of AWS compute, security, storage, logging, and monitoring as required
Experience with configuration management tools, (e.g. Puppet, Packer, Chef, Ansible, etc.)
Experience with orchestration technologies (e.g. Terraform, AWS CloudFormation, VMware vRealize Automation, etc.)
Experience with cloud-based software development tools and methodologies (e.g. Git, CI/CD, CodeDeploy, CodePipeline, Build Automation and Testing, etc.)
Comprehensive experience with AWS technologies including a solid understanding of S3, EBS, EC2, ECS, EKS, ELB/ALB, IAM, VPC, CloudTrail, and CloudWatch, KMS, Secrets Manager, Parameter Stores, Route53, Cert Manager.