Director of Application Support EdgeCast Networks
Delivering any data, anywhere, anytime, EdgeCast is the world's fastest and most reliable content delivery network. Founded in 2006 by technology entrepreneurs with years of experience building Internet infrastructure companies, we built our global delivery network to provide the fastest, smartest content delivery on the planet. And, according to the independent experts, we did exactly that - we consistently rank among the very best-performing CDNs in the industry. Outstanding service is in our blood?we hope it shows through in everything we do. We are headquartered in lovely Santa Monica, California, and recently celebrated our 200th employee.
Funded by Steamboat Ventures and Menlo Ventures
Highly experienced executive management team with a proven track record
Recently named the #1 fastest growing Internet company in North America by Deliotte and Touche
EdgeCast is looking for an advanced technical leader responsible for the ongoing, smooth and seamless operations of the Application Support team that is the escalation point for all customer and network issues. The ideal candidate will have strong people management experience along with knowledge of the internet and networking protocols. Additional responsibilities include supporting all NOC Technicians and escalated issues that fits the pre-determined criteria.
Assist in the overall management of the Application Support team, handling escalations from the NOC.
Ensure continual process improvement within the Application Support team.
Identify and interview candidate(s) for the network operations team when needed
Identify areas for process and efficiency improvement within the NOC; recommend prioritized enhancements and oversee implementation
Ensure processes and procedures (e.g. reporting, patches, updates, call answering/handling, and training) are in place to support scalable growth
Ensure proper implementation of changes to operational procedures including review and training of Application Support staff
Manage the creation and maintenance of all Application Support related documentation
Generate key reports for management including but not limited to: system availability, service level agreements, and customer issues
Ensure that systemic issues have appropriate resolution paths
Monitor work queues to ensure 100% compliance with SLAs
Ensure that Application Support staff are working issues as efficiently and accurately as possible.
BA/BS preferred (or equivalent work experience)
5+ years of management experience in a 24/7/365 environment
Possess a full understanding of web environments and architectures along with knowledge of HTTP, Streaming and other Internet protocols
Excellent knowledge of streaming protocols and formats like Flash, Smooth streaming and Windows Media Players
Familiarity with shell scripting and command line tools
Previous experience in a CDN is highly preferred but not required
Exceptional leader, people manager and customer advocate with a passion for technical support
A charismatic and credible communicator who leads by example
Highly responsible, self-motivated, and able to thrive in an energetic, fast pace, high growth, entrepreneurial environment
Strong team player who can build strong relationships at all levels of the organization
Have excellent communication skills ? written, verbal, presentation and interpersonal
An ethical and proactive leader who can maximize the resources of a start-up environment
Competitive base salary
Choice of 2 HMO or 2 PPO plans (HAS), including vision & dental
Employee Referral Bonus program
Corporate Discounts on: Entertainment, Dining, Shopping, Computers, Electronics, Gym Membership
Unrivaled career growth potential
Paid certification training in your field
Beautiful Santa Monica location
||Santa Monica, CA |