Manager Of Technical Support - Payment Security Division

Job Description:

Leading the Technical Support team within the Broadcom’s Payment Security Division comprising of subject-matter experts on topics that range from monitoring and alerting, application and platform resiliency, to credit card industry standards and regulations.

What You Do:

• Manage, develop, and mentor a team of Technical Support Engineers with constant focus on service availability and reliability.
• Liaise with cross-functional teams (Sales, Customer Success, Engineering, Product, and more) to tackle urgent matters, strategic initiatives, and to implement workflow improvements that help ensure overall operational efficiencies.
• Assist with incident response during outages as an escalation point, communicating with customers and providing info to internal teams. Drive innovation based on insight gained from retrospectives of incidents.
• Improve on case management lifecycle to meet and exceed key performance indicators
• Conduct one on one meetings at a regular cadence with team members to provide constructive feedback and skills development.
  
  
  

• Technologist at heart with a continuous desire to learn current infrastructure and monitoring solutions and technologies
• A critical thinker who defaults to a client-centric approach and uses data to make informed decisions
• Passionate about people management and mentorship with previous experience leading a team
• Experienced in successful implementation of process and procedure
• Self-motivated, detail-attentive, and have a desire for continuous learning and improvement
• Able to think creatively about a wide variety of challenges.
• Experience working in a Support Engineering or adjacent function within an enterprise technology environment
  
  
  

• Monitoring and Alerting Frameworks - Openseach / Kibana / Grafana / Prometheus / Spectrum NetOPS
• API Management - Microservices / API Contracts / Authentication and Authorization
• Network Architecture - Network tracing / Firewall and Load Balancer fundamentals
• Database - Structure / Query language
• Virtualization technologies - VMware ESX / VMware Tanzu / Container based technologies - Docker/Kubernetes
• Development Process and Procedures - CI/CD pipeline / Code repository
• KCS (Knowledge-Centered Service) methodology
  
  
  

• Formal education and/or training in management skills or strategies
• Knowledge of current infrastructure and monitoring solutions and technologies
• CS or Engineering degree