Apply📍 Canada, United States
💸 146700.0 - 163000.0 USD per year
🔍 Software Development
🏢 Company: Tucows Inc.
- 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.
- 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.
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Posted 8 days ago
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