Operations ManagerSenior Technical Lead Application Support

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• Google
  
• Google
  
• Google
  
• KPI WBR/MBR/QBR
  

• Manage and monitor team members performance and calibration
  
• Conduct frequent 1:1s with team members to solicit feedback on process inefficiencies and team related issues
  
• Conduct performance reviews for team members
  
• Own and create performance improvement plans
  
• Communicate changes in vision and strategic vision
  
• Track case handling and time management
  
• Review and improve case handling flow
  
• Create implement and follow up on individual team and sitewide action plans and communicate efforts and results to Google
  
• Identify and implement efforts to improve customer satisfaction case quality efficiency and team productivity share efforts and results with Google and manage the performance and career development of the technical support team
  
• Manage responsive relationship with Google and build a productive and highlyretentive team culture
  
• Report weekly according to KPI performance code calls own and prepare content for WBR/MBR/QBR present reports and respond to schedules for all agents
  

Requirements

• IT / / IT 8
  
• GCP
  
• JavaScript HTML5 CSS / (UI) (UI) Web Web
  
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• Java Python RESTFULL Web API
  
• Unix/Linux
  
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• SQL SQL DB DB
  
• Google Cloud (GCP)
  

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• Degree in IT/Computer Science/related field and 8 years of experience in the IT industry as a support engineer with development experience
  
• Application development and Knowledge of deployment on GCP or related cloud platforms
  
• Experience developing and supporting user interface (UI) rich web applications and web service applications using frontend/user interface (UI) technologies such as objectoriented JavaScript and related frameworks typescript HTML5 CSS frameworks etc
  
• Experience with standard web servers and related frameworks
  
• 4 years of experience developing and supporting RESTFULL Web APIs using Java and Python core frameworks
  
• Unix/Linux command and shell scripting experience
  
• Good understanding and experience in database development and support
  
• Good understanding and coding experience in algorithms and data structures
  
• Understanding of system design/scaling
  
• Application testing experience
  
• Basic understanding of network protocols and troubleshooting
  
• Enterprise level product support experience
  
• Experience managing a team
  
• Experience creating status reports and interacting with internal and customer stakeholders
  
• Experience conducting performance reviews and action plans with each team member
  
• Experience driving team innovation and productivity improvement
  

• Experience designing DB schema for SQL and nonSQL DB
  
• Google Cloud Certification (GCP) preferred
  

• Excellent customerfacing skills
  
• English/Japanese/Chinese/ Excellent written and verbal communication skills in at least two languages including Korean
  
• Strong attention to detail and excellent analytical and problemsolving skills
  
• Excellent presentation skills
  
• Excellent leadership and motivation skills to lead a team to high performance
  

• 
  
• 1 1
  
• 
  
• 
  
• 
  
• 
  
• 
  
• Google
  
• Google
  
• Google
  
• KPI WBR/MBR/QBR
  

• Manage and monitor team members' performance and calibration
  
• Conduct frequent 1:1s with team members to solicit feedback on process inefficiencies and team related issues
  
• Conduct performance reviews for team members
  
• Own and create performance improvement plans
  
• Communicate changes in vision and strategic vision
  
• Track case handling and time management
  
• Review and improve case handling flow
  
• Create, implement and follow up on individual, team and site-wide action plans and communicate efforts and results to Google
  
• Identify and implement efforts to improve customer satisfaction, case quality, efficiency and team productivity, share efforts and results with Google, and manage the performance and career development of the technical support team
  
• Manage responsive relationship with Google and build a productive and highly-retentive team culture
  
• Report weekly according to KPI performance code calls, own and prepare content for WBR/MBR/QBR, present reports and respond to schedules for all agents
  

Requirements

• IT / / IT 8
  
• GCP
  
• JavaScript HTML5 CSS / (UI) (UI) Web Web
  
• 
  
• Java Python RESTFULL Web API
  
• Unix/Linux
  
• 
  
• 
  
• /
  
• 
  
• 
  
• 
  
• 
  
• 
  
• 
  
• 
  

• SQL SQL DB DB
  
• Google Cloud (GCP)
  

• 
  
• / / /
  
• 
  
• 
  
• 
  

• Degree in IT/Computer Science/related field and 8+ years of experience in the IT industry as a support engineer with development experience
  
• Application development and Knowledge of deployment on GCP or related cloud platforms
  
• Experience developing and supporting user interface (UI) rich web applications and web service applications using front-end/user interface (UI) technologies such as object-oriented JavaScript and related frameworks, typescript, HTML5, CSS frameworks, etc
  
• Experience with standard web servers and related frameworks
  
• 4+ years of experience developing and supporting RESTFULL Web APIs using Java and Python core frameworks
  
• Unix/Linux command and shell scripting experience
  
• Good understanding and experience in database development and support
  
• Good understanding and coding experience in algorithms and data structures
  
• Understanding of system design/scaling
  
• Application testing experience
  
• Basic understanding of network protocols and troubleshooting
  
• Enterprise level product support experience
  
• Experience managing a team
  
• Experience creating status reports and interacting with internal and customer stakeholders
  
• Experience conducting performance reviews and action plans with each team member
  
• Experience driving team innovation and productivity improvement
  

• Experience designing DB schema for SQL and non-SQL DB
  
• Google Cloud Certification (GCP) preferred
  

• Excellent customer-facing skills
  
• English/Japanese/Chinese/ Excellent written and verbal communication skills in at least two languages, including Korean
  
• Strong attention to detail and excellent analytical and problem-solving skills
  
• Excellent presentation skills
  
• Excellent leadership and motivation skills to lead a team to high performance