Sustaining Engineering Manager

Location: Home based - EMEA

Description

Ubuntu is the fastest growing Linux distribution, with over 20 million users globally. Our goal within Canonical Support & Technical Services (STS)  is to take the Ubuntu desktop, server & cloud platforms to Enterprise customers. Canonical provides commercial support, consulting and training services to customers and partners who are deploying Ubuntu.

 

The Sustaining Engineering Manager will be responsible for the running of our world-class Sustaining Engineering Team in the Europe and APAC regions.  The team provides level 3 engineering/support to customers around the world, on our desktop, server & cloud products. The Sustaining Engineering manager demonstrates two key attributes: customer focus – ensuring that customers are always satisfied with the service they are receiving – ensuring that the team is always up to date with the our technologies and that they perform sound customer support.

 

You will need to be comfortable in a fast paced environment, able to take responsibility for delivering to customers and enjoy challenges.

 

 

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

  • Management responsibilities over engineering team, including performance management, shift scheduling, measuring key performance indicators (KPIs), and training.

  • Ensures that all customer cases are responded to within the SLA and that support requests are handled promptly, in a professional and helpful manner.

  • Act as the customer escalation contact, and ensure that such escalations are addressed appropriately.

  • Ensures that the support service demonstrates very high customer satisfaction.

  • Generate Operational Reports & KPI metrics.

  • Drive continuous improvements to the team's processes and support service delivery.

  • Resource, develop and train engineering team to match business requirements.

 

REQUIRED SKILLS & EXPERIENCE

  • Experience coordinating and managing a distributed team with the ability to effectively interact and manage a diverse group of people (both technical and non-technical).

  • Prior engineering leadership experience displaying strong team leadership skills, including ability to work with engineers and management to organize and prioritize complex problem resolution and bug fix.

  • Ability to be productive in a globally distributed team through self-discipline and self-motivation, delivering according to a schedule, and to motivate, mentor and manage others to do the same.

  • Excellent communications skills in the English language, both verbal and written.

  • Software engineering or systems administration experience.

  • Familiarity with Ubuntu (or Debian) and OpenStack and experience of the Linux and free software world and knowledge of cloud computing.

  • Capable of working from home and being highly productive.


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