Meta AR/VR Job | Manager, Enterprise Operations

Job（岗位）: Manager, Enterprise Operations

Type（岗位类型）: IT

Citys（岗位城市）: Redmond, WA

Date（发布日期）: Before 2021-12-14

Summary（岗位介绍）

The Enterprise Engagement team provides world class technical support to Facebook employees across the globe. Our mission is to unblock every individual’s impact. The Engagement team is looking for an Operations Manager to build a support strategy, grow an engaged and talented team in multiple office locations, and scale support for Facebook Reality Lab’s (FRL) unique customer workflows to enable the company's rapid expansion as we connect the world.

Reporting to the Regional Manager, the Operations Manager is responsible for the quality of the overall IT service delivery. This is a leadership role and therefore strong people management and interpersonal skills are a must. The Operations Manager will be expected to synthesize business requirements, feedback, technical data to drive impact for the customer. The ideal candidate must have strong cross-functional technical skills including but not limited to Linux/PC/Mac desktop support, hardware, networking, audio/visual and video conferencing support and project delivery. This position is part of the Enterprise Operations Organization, as such candidates must be passionate about technology, live for amazing customer service and have the ability to thrive in a fast paced, high-pressure environment.

Qualifications（岗位要求）

Bachelor's degree in MIS, CIS or equivalent technical work experience.

8+ years of experience in support & troubleshooting Linux, Windows & Mac OS platforms, including mobile devices running Apple iOS & Android OS flavors.

5+ years of experience in supporting one or more IT infrastructure areas such as Hardware, Networking, Firewalls, Active Directory, LDAP, DB fundamentals, and backup/storage.

5+ years of experience in advanced user facing support position(s).

5+ years of experience as a people manager.

Demonstrated business acumen and working knowledge of applications/business processes.

Experience synthesizing business and technical needs across locations and drive solution delivery.

Experience managing issue resolution, including prioritization on time sensitive problems and escalations.

Experience in growing/scaling an IT organization, keeping pace with Facebook’s explosive growth.

Description（岗位职责）

Manages the enterprise support technical team resources across large or multiple regions/locations, including line management of FTE resources.

Anticipates future growth and advises on resource needs. Ensures IT staffing of both the field staff and service lines is matched with customer demand.

Builds the team and skills necessary for long-term growth and to meet the support needs of the FRL customer base across multiple office locations.

Establishes team goals and objectives, contributes to organizational goal setting and puts in place measurements tracking performance against goals.

Develops both the technical capabilities and leadership qualities of individual contributors. Assess employee performance frequently, address under-performance, and recognize and promote excellent performance.

Effectively manages and prioritizes of all IT escalations and works with service teams to see issues to end-resolution.

Performs service reviews with customers, reports and cross-functional partners.

Develops stakeholder relationships and alignment on Engagement priorities to unblock their business. Works with Techs and Leads to understand the needs of customers in region and ensures operational resources and integrity are aligned with these needs.

Responsible for solving issues, driving enhancements, and improving support for all IT related functions. Partner with various cross-functional teams such as Enterprise Infra, Network, Security, Supply Chain and Product to influence, plan and execute against a broad array of business and product needs.

Provide data driven advice to IT service owners and leads when it comes to regional business trends and needs. Influence cross-functional partners' roadmap on products and processes to better support FRL needs.

Maintain highest service quality possible for all IT operational activities.

Provide data and insights related to the FRL operation to Engagement and Enterprise Engineering leadership.

Lead strategic projects and initiatives, translating global initiatives to regional level and driving alignment.

Drive communication and priority within the business and global teams to ensure consistency across the organization.

Prepare the office for new product/service releases and stay on the forefront of emerging industry practices, ensuring compliance with IT security and general controls.

Travels approximately 25% of the time, as needed.

Additional Requirements（额外要求）

Experience in Research-based environments.