We are hiring for people who wish to be a full time Operations Shift Manager to manage a team of remote & Global Cloud Engineers. As a shift manager, you will oversee daily operations, act as the liaison between staff & upper management, & work closely with your team to maximize customer satisfaction. Primary responsibilities of the Shift Managers role include the oversight & hands-on management of a team of highly skilled Engineers in their daily operational & support activities during shifts hours.  This role entails managing performance at both a team & individual level as well as mentoring & coaching each team member in their overall growth.

What Youll Be Doing:

• Take ownership of the Customer Experience KPIs & most importantly Customer Centric Culture. Ensure operational efficiency & consistency (KPIs & SLA) with aim to bring in an operational excellence perspective. knows how to get things done.
• Closely coordinate with Customer Success & cross functional teams.
• Forecast the future- load (headcount) based on growth & plan accordingly to ensure consistent service levels. Motivate staff & foster a positive learning environment.
• Improve & scale several (People, Technology, Support) Processes/SOPs to ensure Customer satisfaction, smooth & efficient operations, & Happy/Caring Engineers.
• Develop Direct Reports, being adept at identifying the potential of others & assuming a role in harvesting it.
• Creates an enjoyable work environment to maximize retention of staff. Recognizes & rewards the accomplishments of individuals & the team.
• Manage team leads & team schedules ensuring 24/7 shift coverage
• Take appropriate action with problem performers in a timely way.
• Manage, instruct, & guide team of Engineers in their day-to-day activities surrounding customer support via Live chat & tickets
• Responsible for key performance metrics ensuring customer satisfaction.
• Meet aggressive system & application availability objectives while providing hands-on leadership during customer-impacting events (outages & incidents)
• Provide immediate response/remediation/ & escalation for incidents during the shift
• Manage resources to performance expectations via tracking & maintaining individual performance metrics, including incident management, chats & ticket performance, & process/procedure adherence as well as constant reinforcement to ensure SLAs are met
• Establishes & drives clear accountability for all team members, creates an environment that enables effective team performance & excellent communication
• Conduct regular team meetings as well as one-on-one sessions with staff members
• Onboard, & train new hires in process & procedure adherence as well as use of tools & understanding of production platform interdependencies
• Maintain employee shift schedules ensuring adequate resource coverage at all times
• Maintain daily shift stats compilation, shift logs, analysis of not at all well customer ratings, response on cross departmental queries during the shift
• Develop, document, maintain, & disseminate new processes & procedures for platform monitoring, incident validation, remediation, & escalation
• 24 x 7 availability to work with the team in addressing incidents/outages where managerial guidance is required
• Problem analysis of platform & environmental issues, ensuring strict SLA compliance in issue response, resolution, escalation, & incident communication.

Job Specification:

• 8-10 years of working experience along with Bachelors degree in Engineering, Computer Science preferred
• Experience of managing & scaling technical support or managed services team of at least 40 people. So been there, done that
• A good understanding of the IT industry & Hosting
• Decent Linux (Apache, Nginx, MySQL) & Development (PHP, Wordpress, Magento, Open Source Application) skills are plus
• Strong Verbal & written communication skills
• Customer-focused with strong customer service skills
• Compatible with 24/7 environment & resilient to pressure & multitasking
• A positive attitude is a must. Available for a flexible 24/7 schedule
• Great Interpersonal, mentoring/coaching & Leadership skills. Adept at assessing situations & making decisions
• Analytical (problem solving) mindset, attention to detail, process oriented & Abstract thinking (be able to create resolution paths for high level problems) skills
• Experience with various Support Communication Systems is plus, such as; LiveChatInc, Zendesk, Intercom as well as large scale Phone & Chat support systems.

Why Youll Like Working for DigitalOcean

• We innovate with purpose. Youll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud & AI so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, & scrappy, like an owner with a bias for action & a powerful sense of responsibility for customers, products, employees, & decisions. 
• We prioritize career development. At DO, youll do the best work of your career. You will work with some of the smartest & most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, & education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth & development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations & preferences.
• We reward our employees. The salary range for this position is based on market data, relevant years of experience, & skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company & individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire & the option to participate in our Employee Stock Purchase Program.
• We value diversity & inclusion. We are an equal-opportunity employer, & recognize that diversity of thought & background builds stronger teams & products to serve our customers. We approach diversity & inclusion seriously & thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

*This is a remote role

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