Manager of Website and Cloud Operations

Job Summary

This position will be part of the Website and Cloud Operations Group and will manage a team of operational web and system administrators that support the MathWorks SaaS product line and all external web sites. This position will also have a leadership role in designing the next generation of the infrastructure support processes for managing a 7x24 SaaS product offering.  This group will have support from Tools Engineering, Systems Engineering and Data Center Operations groups.  These systems host a variety of language technologies (Ruby, Java, Apache, C/C++) as well and a variety of deployment environments (physical, virtual and cloud based deployments).

The candidate will need to be able to handle multiple tasks in a fast paced team environment. Experience with Linux/UNIX systems is required. The ideal candidate will have at least a working knowledge of large scale system administration of virtualized/cloud based systems preferably for a cloud or  hosting provider.  They will also be comfortable with designing new processes and procedures for large scale systems support.

Responsibilities

• Thought leadership and implementation of new processes and structures to support 7x24 SaaS product offering
• Leverage monitoring and trending systems to improve SLAs, operational and support processes
• Must be able to work collaboratively with the IT, Product Development, Technical Support and Customer Service organizations to develop SaaS support models for short and long term.
• Ability to effectively present ideas, processes and infrastructure to senior management and other teams to build consensus
• Define projects and drive the implementation
• Develop, implement and oversee solutions, processes and procedures that enable us to achieve and measure SLAs (performance, availability, etc.)
• Hire and provide ongoing coaching on career advancement opportunities for the growth and development of team members
• Manage the staffing of a 24x7 support organization.

Qualifications Required / Preferred

• BS/MS in computer science or equivalent  experience
• 10+  years’ experience working in an IT organization
• 3+ years in management role preferably in a cloud or hosting provider.
• Working knowledge of 24x7 NOC’s, preferably building one from scratch.
• Experience leveraging monitoring systems (Nagios, Tivoli, Wiley, BMC…)
• Experience working in a cloud or hosting provider a plus
• Experience with performance management and capacity planning
• Experience leveraging problem / incident / change management systems
• Working knowledge of automated provisioning of virtualized systems is a strong plus
• Ability to envision processes and procedures to address working dynamics between groups
• A big-picture thinker who can also sweat the details