Technical Services Manager

Company: linkedin
Location: Sunnyvale
Posted on: June 21, 2022

Job Description:

Company DescriptionLinkedIn is the world's largest professional network, built to help members of all backgrounds and experiences achieve more in their careers. Our vision is to create economic opportunity for every member of the global workforce. Every day our members use our products to make connections, discover opportunities, build skills and gain insights. We believe amazing things happen when we work together in an environment where everyone feels a true sense of belonging, and that what matters most in a candidate is having the skills needed to succeed. It inspires us to invest in our talent and support career growth. Join us to challenge yourself with work that matters.Job DescriptionAt LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what's best for you and when it is important for your team to be together.As a Technical Services Manager, 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 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. -In addition to providing operational support for member escalations and product bugs, Technical Services Managers are expected to drive strategic initiatives to improve product quality, looking at key metrics such as the bug introduction rate, bug backlog, and SLA performance. Technical Services Managers also play an essential role in product launches and sunsets, ensuring readiness from a product quality perspective and providing supporting technical services.Responsibilities:Responsible for a large product and feature set, or multiple products. Influences business decisions and leads major work streams on key projects.Monitor key metrics related to product quality and drive initiatives to achieve related goals and improve product qualityReview, investigate, and resolve complex technical member cases within the target SLAsLead, organize and/or participate in cross team discussions, bringing in diverse perspectives and ensuring ideas are challenged respectfully.Lead team projects, define improvements and influence the direction of PTS team strategy with impact across the organization.Monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when neededReport on escalation trends, top issues, and improvement opportunitiesPartner with Product & Engineering stakeholders to drive quality improvement initiatives and deliver the best member experience possibleAttend key stakeholder meetings to continually provide awareness of new and ongoing issues as well as quality improvement initiativesDrive post mortems to identify process gaps and take corrective actions to prevent recurrences of similar issuesDrive overall support readiness for new products and featuresQualificationsBasic Qualifications -:BA/BS degree in Computer Science, Computer Engineering or related technical fields6+ years of experience in Technical Support, Quality Assurance, Product Operations, Product Management or related fieldProfessional experience with HTML and/or JavaScriptProfessional experience working with databases like SQL, Oracle or similar -Professional experience with Unix command line and/or Unix shell scripting -Professional experience with APIs or other web development technologies -Preferred Qualifications -:Familiarity AJAXFamiliarity with cURLProgramming skills in C++ or Java or PythonIntermediate to advanced Hive, and Pig skills.Working knowledge of other business analytics tools (e.g., Tableau and Business Objects)Familiarity with issue management systems such as JIRA and BugzillaFamiliarity with CRM systems such as Salesforce, Zendesk and Microsoft DynamicsAbility to interact with diverse groups of technical and non-technical peopleExcellent oral and written communication skills and be able to effectively communicate complex subjects to both technical and non-technical audiences at all levelsExcellent analytical skills, including the ability to pull data directly, analyze large data sets, and identify business insights from dataStrong results-orientation and direct experience in utilizing data to identify critical trends#LI-HYBRIDLinkedIn is committed to fair and equitable compensation practices. - - -The pay range for this role is $91,000 -to $158,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor. - - - -The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit Additional InformationEqual Opportunity StatementLinkedIn 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: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.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 youHaving interviews in an accessible locationBeing accompanied by a service dogHaving a sign language interpreter present for the interviewA 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 StatementLinkedIn 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 youHaving interviews in an accessible locationBeing accompanied by a service dogHaving a sign language interpreter present for the interviewA 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.SummaryType: Full-timeFunction: Other

Keywords: linkedin, Sunnyvale , Technical Services Manager, IT / Software / Systems , Sunnyvale, California