Manager, Software Engineering (Platform Operations)

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Requirements:

• Proven experience as an Operations and/or Engineering Manager.
• Familiarity with IT Service Management (ITSM) principles and best practices.
• Demonstrated ability to manage escalations, prioritize issues, and coordinate cross-functional problem-solving efforts.
• Excellent leadership, communication, and interpersonal skills.
• Experience with monitoring tools, automation frameworks, and service reliability strategies.

Responsibilities:

• Lead a specialized engineering team providing direct technical support through engineer-to-engineer ticket resolution.
• Consolidate related issues into problem tickets; apply immediate resolutions through scripting and implement comprehensive bug fixes.
• Collaborate closely with peer engineering managers on bug resolution, issue prioritization, and intake processes.
• Lead internal engineering projects aimed at improving operational efficiency, architecture design, and tooling
• Actively engage stakeholders to identify operational improvements and implement effective engineering solutions.
• Provide technical leadership, mentoring team members and fostering an environment of continuous improvement and reliability.
• Oversee and improve engineering support workflows, ensuring efficiency and effectiveness in handling software escalations and platform reliability.
• Lead and mentor a software engineering team, providing guidance and career development opportunities across all levels of experience.
• Act as the first line of engineering support, collaborating closely with incident response teams and specialized engineering groups to resolve platform issues.
• Drive root cause analysis and resolution by identifying recurring issues, leading problem management efforts, and coordinating long-term fixes.
• Partner with engineering teams to implement bug fixes and improvements, ensuring platform stability and operational efficiency.
• Develop and enhance internal tools to improve operational workflows, incident response, and knowledge management, leveraging AI and automation where applicable.
• Monitor key operational metrics, identify trends, and implement process optimizations to enhance team performance and service delivery.