Manager of Production Support Engineering Bazaarvoice

About Bazaarvoice:

Bazaarvoice is a Software as a Service (SaaS) company that turns social media into social commerce for the world's best global brands by enabling authentic customer-powered marketing.

We achieve that by first letting consumers create and share ratings, reviews, questions, answers, and stories about products and brands on client websites. We then syndicate that content across the Web and through the channel to reach shoppers wherever they are.

This customer-generated content has a tremendously positive influence on purchase decisions. It is also rich with customer intelligence, which we analyze and provide to our clients so they can make real-time, information-based decisions that affect all aspects of their business ? marketing, product R&D and operations.
Who We Want:

The Manager of Production Support Engineering will oversee a team of on and offshore IT professionals who are responsible for all aspects of our production environments including system uptime, monitoring, reporting, maintenance, change management, issue resolution and critical event management. Establishing and improving standard operating procedures and clear communications protocols are critical functions of this role. Working closely with your partners in Development, QA, Client Support, and Implementation Engineering you will ensure that critical deliverables are completed on time with high quality and predictability. Our working environment is highly fluid and your approach to the job must be flexible while at the same time working diligently to implement and improve our maintenance, monitoring and issue resolution processes.



Key Accountabilities:

Provide leadership and guidance as the Subject Matter Expert on the processes, best practices and functions of 24x7x365 production support engineering environment
Recruit, manage and oversee a cross-functional, multi-locational support engineer staff
Allocate resources to projects, manage schedules, and prioritize deliverables across a wide range of systems and internal stakeholders
Liaise with managers and stakeholders to proactively keep them informed of production system health, planned changes, and issue resolution
Review, modify and implement new processes and procedures to ensure issues are rapidly resolved in accordance with our Service Level Agreements
Ensure proper hardware/software configurations, procedures and tools of control to provide the highest degree of availability and predictability
Rigorously seek out automation opportunities and implement automated solutions around all routine/repeatable tasks
Create and maintain policies and procedures based upon current practices while recommending and integrating best of breed techniques and tools
Ensure organizational compliance with defined controls in the area of Change Control and Management

Skills and Experience Necessary for the Role:

BA/BS Degree required
7+ years working in Production Support or Operations Engineering
5+ years of management experience
Strong experience working with and supporting development teams using ?Agile? software development methodology
In depth experience, defining and implementing change management and critical events management processes
Experience supporting LAMP stack and open source systems
Experience defining detailed metrics to measure and summarize results.
Strong background working with rapid, overlapping product release cycles.
Excellent customer service attitude, communication skills (written and verbal), and interpersonal skills.
Ability to plan long-term but execute goals as short-term, incremental change
Ability to be flexible and adapt to any given situation including working under pressure and in high stress situations with a calm demeanor

Location:	3900 N. Capital of Texas Hwy Suite 300 Austin, TX 78746 United States