Lead, Manage and build out the Production Operations team in a highly complex and fast growing environment
Focus significantly on the Availability, Scalability and Manageability of the application stack of the TiVo platform and service
Set short and long term goals, objectives for the team
Build deep relationships with Product and Engineering teams to enable smooth deployments of critical products and services
Engage with early product technical design and
Engage with the Professional Services teams to work on SOWs and then execute against plan
Desired Skills and Experience
Requirements:
Show process leadership and ensure teams follow Change, Release and Incident Management
Lead our processes for Capacity Management, Service-Level Commitments (Performance and Availability), and Cost of Service analysis
Collaborate with global teams, customers and partners to drive ownership of technical issues
Provide leadership to global operations teams, and to energize the organization to deliver best of breed Service
Ensure all processes and procedures are accurately documented and executed to meet global standards and compliance requirements
Deliver solutions that meet or exceed customer's expectations by providing the highest levels of service.
Conduct Operations Reviews on a regular schedule with customers and partners and ensure accountability for all action items resulting from the reviews
Build a professional team that communicates and responds professionally, timely and appropriately
Drive ownership of budgets, and be responsible for forecasting, workforce planning and cost management for hardware / infrastructure requirements
Strong executive presence-- able to represent TiVo internally and externally, including customer facing events, with confident and inspiration
Proven problem solving skills with the ability to define problems collect data, establish facts and draw valid conclusions
Strong written, verbal and presentation skills
Strong organizational skills and ability to delegate and hold team members accountable for timely execution and delivery
Minimal Global travel may be required
Education and Experience:
BS in Computer Science or equivalent experience
Twelve plus years of experience in Technical Operations with the last five years in a management level position in a high performing operations, 24X7 organization
Experience in ITIL, ISO, 27001, Cobit or other service management methodologies is a strong plus
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