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Technical Services Manager - Automation

Company: LinkedIn
Location: Sunnyvale
Posted on: January 10, 2022

Job Description:

Company Description

Imagine what we can do together. At LinkedIn, we believe amazing things can happen when we work together in an environment where everyone feels a true sense of belonging and their ideas are heard. Join us and help make a direct impact on the world's workforce in ways no other company can.---

Job Description

LinkedIn was built to help professionals achieve more in their careers, and every day millions of people use our products to make connections, discover opportunities and gain insights. Our global reach means we get to make a direct impact on the world's workforce in ways no other company can. We're much more than a digital resume - we transform lives through innovative products and technology.

Searching for your dream job? At LinkedIn, we strive to help our employees find passion and purpose. Join us in changing the way the world works.

As a Technical Services Manager - Automation, you will be responsible for identifying automation opportunities, gathering requirements, developing new systems and software to automate processes, maintaining and scaling the existing automation infrastructure, and leading the design process for new automated systems.

In addition, you will monitor product health and quality based on data gathered from multiple sources (including real-time product monitoring, member escalations, social media, and help center discussions), prioritize issues, and work directly with Engineering and Product Management to implement changes to deliver the best member & customer experience possible.

Your team; the Technical Services team is the last stop before engineering, so the most complex issues not resolved through other support channels are escalated to you to investigate, triage, and resolve. Technical Services Managers aggregate and analyze member bugs/issues using internal tools, path analysis reports, available data, and then work with their Product & Engineering stakeholders to drive fixes for key product issues, prioritized based upon issue volume, the number of members impacted, revenue impact, and other relevant factors.

Responsibilities:

The Automation Technical services Manager is the subject matter expert in product quality and has the technical expertise and aptitude to write software for automation solutions.

  • Identify opportunities for automation across the Technical Services team
  • Gathers requirements from leadership, teammates, stakeholders, and end-users to develop software automation solutions.
  • Create design documents and conduct design reviews with Technical Services automation leadership to build consensus before launching new automation solutions.
  • Build and deploy scalable scripts and applications that can be leveraged across the Technical Services organization.
  • Use a version control system like GitHub to store & maintain all automation scripts and applications.
  • Responsible for a product or a feature set. Influences business decisions and leads major workstreams on key projects.
  • Monitor key metrics related to product quality and drive initiatives to achieve related goals and improve product quality
  • Review, investigate, and resolve complex technical member cases within the target SLAs
  • Monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed
  • Report on escalation trends, top issues, and improvement opportunities
  • Partner with Product & Engineering stakeholders to drive quality improvement initiatives and deliver the best member experience possible and interact with diverse groups of technical and non-technical people
  • Drive overall support readiness for new products and features

    Qualifications

    Basic Qualifications :
    • BA/BS degree in Computer Science, Computer Engineering or related technical fields
    • 6+ years of experience in Automation, Technical Support, Quality Assurance, Product Operations, or Product Management
    • Programming skills in C++ or Java or Python
    • Professional experience with HTML and/or JavaScript
    • Professional experience working with databases like SQL, Oracle.
    • Professional experience with Unix command line and/or Unix shell scripting
    • Professional experience with APIs or other web development technologies
    • Familiarity with cURL

      Preferred Qualifications:
      • Experience in automation
      • Experience designing and executing automation software.
      • Deep understanding of production support in a tiered support model and experience in automating manual tasks.
      • Intermediate to advanced Hive, and Pig skills.
      • Familiarity with bug management systems such as JIRA.
      • Familiarity with CRM systems: Salesforce, and Microsoft Dynamics
      • Excellent oral and written communication skills and be able to effectively communicate complex subjects to both technical and non-technical audiences at all levels
      • Excellent analytical skills, including the ability to pull data directly, analyze large data sets, and identify business insights from data

        Additional Information

        Equal Opportunity Statement

        LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://lnkd.in/equalemploymentopportunity2017. Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf. Please reference the following information for more information: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.

        LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

        If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation.

        Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:

        Documents in alternate formats or read aloud to you

        Having interviews in an accessible location

        Being accompanied by a service dog

        Having a sign language interpreter present for the interview

        A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.

        LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

        San Francisco Fair Chance Ordinance

        Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

        Pay Transparency Policy Statement

        As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

        Global Data Privacy Notice for Job Candidates

        Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.

        Equal Opportunity Statement

        LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://lnkd.in/equalemploymentopportunity2017. Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf. Please reference the following information for more information: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.

        LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

        If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation.

        Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:
        • Documents in alternate formats or read aloud to you
        • Having interviews in an accessible location
        • Being accompanied by a service dog
        • Having a sign language interpreter present for the interview

          A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.

          LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

          San Francisco Fair Chance Ordinance

          Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

          Pay Transparency Policy Statement

          As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

          Global Data Privacy Notice for Job Candidates

          Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.

Keywords: LinkedIn, Sunnyvale , Technical Services Manager - Automation, IT / Software / Systems , Sunnyvale, California

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