Google Looking For Senior Technical Operations Manager, United States Government at Reston, VA Full Time

Minimum qualifications:
Bachelor’s degree in a technical, quantitative, or business-oriented field, or equivalent practical experience.

Experience as a systems engineering or operations leader, operating 24/7 on-demand, elastic cloud systems.

Experience with coding/automation in the areas of networking, Kubernetes, big data, and compute.

Security Clearance (US Government Top Secret/Sensitive Compartmentalized Information with Polygraph).

Preferred qualifications:
Experience in SLA management, managed services, and security operations.

Experience mentoring and training engineering staff.

Experience developing and iterating on operational documentation and workflows.

Experience in managing an on-call support coverage model.

Experience in root cause analysis, and making changes to processes and systems to implement long-term fixes.

Strong customer-focused mindset, attention to detail, and excellent problem-solving and communication skills, including written, verbal, and presentation.

About the job

The Google Cloud Platform team helps customers transform and build what’s next for their business — all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.

As the Senior Technical Operations Manager, you will lead a team of Senior Engineers that provide L3 support and operations to US Government customers. You and your team will bring in the deep expertise to solve hard problems when our front line is unable to solve the issue. You will also partner closely with the Engineering development team, providing automation, suggesting bug fixes to the product, and advising on product improvements.

Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology – all on the cleanest cloud in the industry. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Responsibilities

Lead a 24/7/365 team of backline engineers that deliver an excellent support and operations experience for our customers.

Ensure all documentation and reporting requirements are met during the shift.

Oversee staff performance and ensure performance standards and metrics are being met, tracked, and reported.

Partner with Software Engineering and Site Reliability Engineering to manage production incidents in real time, with emphasis on timely and thorough issue identification and customer communication.

Resolve high-profile escalations and issues, improve the customer experience, and drive initiatives that increase their likelihood of success.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.