Production Support Engineering Manager

2 semanas atrás

Barueri, São Paulo, Brasil Dock Tempo inteiro

Job Summary

We are seeking a highly skilled and experienced IT Command Center Manager to lead our Production Support Engineering team. As the Head of PSE, you will be responsible for driving the team to work closely with product engineering teams to gather information, understand dashboards and alerts, and map the whole ecosystem of the existing products.

Key Responsibilities

  • Engage a 24x7 team of smart and hardworking production support engineers;
  • Lead the PSE team to work with Engineering and SRE teams in order to map dependencies, identify and understand monitoring (dashboards and alerts), create a consistent knowledge basis and first-level recovery procedures;
  • Solve complex problems and assist the team to automate everything they can: escalation procedures, reporting, follow-up procedures, and reporting platform status and incidents to the clients;
  • Create a Single Point of Contact with clients of the whole company when handling critical incidents, with a single tone of voice among the whole command center.

Requirements

  • 5+ years of experience in IT Command Center at managerial level;
  • 2+ years of experience managing IT Command Center teams of mission critical systems (large financial institutions, critical health systems, flight control, etc.);
  • Enthusiasm with observability and monitoring tools;
  • Mastery in IT operation metrics and in Incident Management;
  • Minimum technical knowledge in microservices architecture, databases and cloud infrastructure;
  • Ability to easily communicate with people with different skills (technical, business, commercial, products);
  • Data-driven decision mentality and sound business judgement - you understand what drives value and can make sensible commercial decisions to reflect this;
  • Stellar relationship building skills, from inception to execution, internally and externally;
  • Experience leading a team, with willingness to invest in the coaching and development of your team members.

Benefits

  • Remote First;
  • Auxílio Alimentação (Mercado & Restaurante);
  • Plano de saúde e odontológico;
  • Hospital Digital;
  • Suporte psicológico para Psicoterapia On-line;
  • Gympass e TotalPass;
  • Auxílio mensal para despesas anywhere office;
  • Previdência privada após 6 meses de trabalho;
  • Licença parental estendida;
  • Auxílio Creche;
  • Auxílio para pais de crianças atípicas;
  • Plataforma de Idiomas;
  • Disponibilidade de coworking no Brasil inteiro;
  • Orientação ergonômica.

About Dock

We are Dock, a company that respects the diversity of identities and works to promote an inclusive culture. We do not make any distinction of race, color, religion, gender identity, sexual orientation, nationality, disability or age in any stage of the selection process, reinforcing our commitment to diversity.

We are Dockers. Together, we build a better future. Unimaginable. Unexpected. Without ties.

We make the financial universe simpler, easier and more widely available every day. We do this by questioning established truths, changing concepts and designing the new.

We really believe in technology to evolve our customers and to transform the role of finance worldwide, driving society.

If you also believe in this future, come build it with us.

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