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Senior Engineering Operations Manager

Date: Jul 25, 2022

Location: Stockholm, SE, 111 23

Company: Optimizely

Optimizely is focused on unlocking digital potential and we are the recognized category leader in Digital Experience Platform (DXP) and created the category for A/B Testing and experimentation software. We have incredible customers – isn’t that one of the most important aspects of looking for your next job? Optimizely has over 9,000 brands from global organizations such as Visa, Sky, Yamaha, Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit and Zillow.

 

Not only are we financially sound and growing but we have unicorn status: Exceeded $300M in revenue in 2020, is profitable already, and has all strategic options ahead of itself. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities.

 

We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, and Vietnam. We blend European and American business culture with emphasis on teamwork, inclusion, and moving fast. People make the difference!

 

If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment, apply! We’re just getting started...

Introduction

On a high level the Operations Management team owns the service operation area of our multi-tenant services. The Operations Manager coordinates daily tasks, prioritizes escalated support tickets, ensures alerts are addressed and facilitates internal Incident communication.

We are responsible for the support processes and daily operations of our systems and services. We also run the change management program to make sure we stay compliant and connected into release management.

We live the “Get it done together” value by having a strong focus on cross-team collaboration while we adhere to our “Focus on customer outcomes” value to ensure our clients receive the best services and experiences possible.

Job Responsibilities

Maintains ownership, implementation, and continuous improvement of service operational processes within the Engineering department to drive repeatability in the lifecycle of our services.

Collaborates with peers in Engineering, Security, Product, Support and Customer Success to enable effective execution of operational processes.

Make prioritization decisions within operational processes as required based on business goals and customer satisfaction.

Act as Incident Command during Incidents, keep track of timelines, communicate to stakeholders and management, and drive Incident reporting.

Act as the escalation point in Engineering for external facing teams regarding service operational issues.

Knowledge and Experience

Strong proven knowledge of ITIL processes.

Excellent written and verbal communication skills in English.

Long proven experience with customer service.

Excellent analytical and problem-solving skills.

Proven ability to handle and prioritize multiple tasks while maintaining attention to detail.

Driven by repeatability through process and process improvement.

Proven experience with leading incident command, coordination and resolution.

Experience in ISO 27001, GDPR and similar frameworks.

Education

Bachelor’s Degree (Computer Science or engineering preferred) or equivalent work experience

Competencies

Driving Continuous Improvement
Managing Risk
Interacting with People at Different Levels
Following Policies and Procedures
Acting Decisively

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

 

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