Manager CS Tech Ops Command Center

Location:

Salt Lake City, Utah
Requisition Number:
R0050467

eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organizations of all sizes. eBay Marketplaces operates in 190 markets around the world.

Looking for a company that inspires passion, courage and imagination, where you can be part of the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to creating an ambitious and inclusive workplace, join eBay – a company you can be proud to be a part of.

About the team:

Core Technology (CT) is a global team responsible for the end-to-end eBay technology platform. This platform runs our entire infrastructure and all the services that come together to form ebay.com.

Responsibilities:

The Global Customer Experience Tech Command Center manager is responsible to manage, and direct all aspects of the detection, mitigation, reporting and repair of any event that could significantly impede Global Customer Experience Services worldwide availability. This role leads the following functions:

Provide technical mentorship to system engineering and crisis management staffs, providing policies and procedures to optimize restoration activities in order to reduce time to detect (TTD) and time to repair (TTR). In addition, you will provide thorough post-mortem analysis to all levels of management, and perform a technical review of on-boarding technology and partners.

You will be expected to coordinate scheduling of your 24x7 staff, and proactively find potential major issues and takes initiative to address them in a timely fashion. You will be responsible for delivering concise communications of events, both verbally and written, and the incident documentation for executive briefings & for problem management process.

This hands-on leader will coordinate the activities of and provides leadership to others, particularly Command Center staff, Support teams, and Release Management as well as multi-functional teams, including daily operational oversight to the maintenance and support. Part of this role will be to direct the failure analysis and test scenarios for business continuity plans as well as disaster recovery.

Coordinate and handle communication bridges and implement customer concern procedures with intelligence and authority. Maintains bridge commander presence throughout the event. You will also monitor the performance of incident management processes and seek to continuously improve the process.

In addition, you will collaborate with Business Units, Service Desk, IT Infrastructure personnel, Operational Analyst, and Business Analyst, to ensure identified problems are resolved.

Requirements:

  • Solid understanding of Information Technology, Customer Service Technology experience preferred, with demonstrable skills in building and training teams. (Helpdesk, Major Incident, Problem, Knowledge, and Event Management.)
  • Should have a BS degree or equivalent knowledge and work experience, plus 8-10 years of related technical support and systems administration work experience. In addition, at least 2 year of previous management work experience is required.
  • Managing major incidents across organization
  • Good interpersonal skills, including collaboration and analytical thinking
  • An ability to act quickly, pragmatically and assertively under pressure to prioritize and resolve technical issues
  • Strong knowledge of multi-platform (Windows and Unix) server operating systems and environments, both as on-premises data center infrastructure and in cloud service instances
  • Familiarity and empathy with the needs of support teams including an awareness of pressures and deadlines.
  • Knowledge and understanding of personal computers, servers, IT systems and networks in corporate enterprise infrastructure.
  • ITIL certified preferred
  • Experience leading incident & problem management in a large & complex technology environment
  • Working with stakeholders of all functions within Technology to ensure the necessary risk management standards are defined and implemented.
  • (KPIs) Deep knowledge of Incident Management industry standards and practices ITIL V.3 foundations.
  • Shift-left approach to allow service owners to focus on infrastructure and help drive automation procedures for repeatable tasks.

Benefits:

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

#LI-AC1

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy and accessibility info

Manager CS Tech Ops Command Center

Salt Lake City, Utah Requisition Number R0050467 Subsidiary eBay

eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organizations of all sizes. eBay Marketplaces operates in 190 markets around the world.

Looking for a company that inspires passion, courage and imagination, where you can be part of the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to creating an ambitious and inclusive workplace, join eBay – a company you can be proud to be a part of.

About the team:

Core Technology (CT) is a global team responsible for the end-to-end eBay technology platform. This platform runs our entire infrastructure and all the services that come together to form ebay.com.

Responsibilities:

The Global Customer Experience Tech Command Center manager is responsible to manage, and direct all aspects of the detection, mitigation, reporting and repair of any event that could significantly impede Global Customer Experience Services worldwide availability. This role leads the following functions:

Provide technical mentorship to system engineering and crisis management staffs, providing policies and procedures to optimize restoration activities in order to reduce time to detect (TTD) and time to repair (TTR). In addition, you will provide thorough post-mortem analysis to all levels of management, and perform a technical review of on-boarding technology and partners.

You will be expected to coordinate scheduling of your 24x7 staff, and proactively find potential major issues and takes initiative to address them in a timely fashion. You will be responsible for delivering concise communications of events, both verbally and written, and the incident documentation for executive briefings & for problem management process.

This hands-on leader will coordinate the activities of and provides leadership to others, particularly Command Center staff, Support teams, and Release Management as well as multi-functional teams, including daily operational oversight to the maintenance and support. Part of this role will be to direct the failure analysis and test scenarios for business continuity plans as well as disaster recovery.

Coordinate and handle communication bridges and implement customer concern procedures with intelligence and authority. Maintains bridge commander presence throughout the event. You will also monitor the performance of incident management processes and seek to continuously improve the process.

In addition, you will collaborate with Business Units, Service Desk, IT Infrastructure personnel, Operational Analyst, and Business Analyst, to ensure identified problems are resolved.

Requirements:

  • Solid understanding of Information Technology, Customer Service Technology experience preferred, with demonstrable skills in building and training teams. (Helpdesk, Major Incident, Problem, Knowledge, and Event Management.)
  • Should have a BS degree or equivalent knowledge and work experience, plus 8-10 years of related technical support and systems administration work experience. In addition, at least 2 year of previous management work experience is required.
  • Managing major incidents across organization
  • Good interpersonal skills, including collaboration and analytical thinking
  • An ability to act quickly, pragmatically and assertively under pressure to prioritize and resolve technical issues
  • Strong knowledge of multi-platform (Windows and Unix) server operating systems and environments, both as on-premises data center infrastructure and in cloud service instances
  • Familiarity and empathy with the needs of support teams including an awareness of pressures and deadlines.
  • Knowledge and understanding of personal computers, servers, IT systems and networks in corporate enterprise infrastructure.
  • ITIL certified preferred
  • Experience leading incident & problem management in a large & complex technology environment
  • Working with stakeholders of all functions within Technology to ensure the necessary risk management standards are defined and implemented.
  • (KPIs) Deep knowledge of Incident Management industry standards and practices ITIL V.3 foundations.
  • Shift-left approach to allow service owners to focus on infrastructure and help drive automation procedures for repeatable tasks.

Benefits:

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

#LI-AC1

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy and accessibility info