Technical Services Manager
Company: linkedin
Location: Sunnyvale
Posted on: June 21, 2022
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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
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