Technical Operations Manager

  • Acorns
  • Irvine, CA, USA
  • May 31, 2018
Full time Information Technology

Job Description

At Acorns, we're building a different kind of investing experience - one that looks after the financial best interests of the up-and-coming. The Acorns team is passionate about pursuing our mission and living our values. It all begins with Heart. Our Heart leads us in everything we do. It allows us to make bold decisions, build trust, grow and advance our society. Come find your place at Acorns and join us in in the revolution.

Acorns is seeking a highly-motivated, detail-oriented, and driven Technical Operations Manager. This position will lead a new Technical Operations team, responsible for Level 2 troubleshooting, managing support for tools and vendors for our cloud operations as well as customer support teams.  This will be a highly visible role that will develop and optimize our incident response process and strategy.

The Technical Operations Manager will be responsible for supervising a group of technicians who are responsible for System Operations.  This group will handle Level 1 and Level 2 troubleshooting for many areas including:  Amazon Web Services, LAN/WAN Networking, Customer Support tools, Security, Wireless and VoIP.  Ensures that technical operations are in accordance with established policies and procedures.  Monitors performance of Infrastructure, and is expected to drive resolution of high-severity outages impacting IT Infrastructure.  Provide problem resolution for highly complex Infrastructure issues.

Job Description:

  • Create and supervise a 12x5 Technical Operations team and personnel.
  • Hire, train, mentor and develop Level 1 / Level 2 technicians.
  • Assign and manage the workload of support personnel, as well as escalate resource constraints to management.
  • Develop and optimize Incident Response process, including monitoring, alerting and escalation processes.
  • Coordinate incident management with key infrastructure vendors.
  • Accountable for service restoration for every owned incident.
  • Update and maintain documentation associated with processes and procedures (run books).
  • Is subject to call 24 hours, 7 days a week.

Job Requirements:

  • Ability to work at a fast pace and under pressure in an entrepreneurial environment.
  • Must have at least 3-5 years of experience as a NOC or IT manager in a 24x7x365 environment.
  • Strong troubleshooting, process workflow and communication skills.
  • Experience with process management and process improvement frameworks, such as ITIL and Six Sigma.
  • Experience with incident management tools such as ServiceNow or Jira Service Desk
  • Experience with incident notification tools such as OpsGenie or PagerDuty
  • Ability to exercise independent judgment in planning, organizing, and performing network analytical tasks.
  • Experience in a regulated industry.
  • Must have very strong problem solving skills.
  • Experience in supporting a cloud environment.
  • Experience managing demanding deadlines, changing requirements, and working with limited resources or information
  • High tolerance for ambiguity; ability to prioritize and multi-task independently
  • Impeccable integrity, work ethic and commitment, positive "can-do" attitude

Perks:

  • Medical, dental and vision insurance
  • Daily breakfast, weekly team lunches and an endless supply of snacks
  • Stumptown cold brew coffee for the fearless
  • Beautiful, chill office space with graffiti art
  • Shiny, new MacBooks and iMacs
  • Daily meditation break
  • Corporate gym access
  • Cool, smart people and strong sense of community

About Acorns:

Acorns is the leading micro-investing app in the U.S. It allows users to round up their daily purchases and automatically Invest the Change® into a low-cost, diversified portfolio of exchange-traded funds offered by some of the world's top asset managers (including Vanguard and BlackRock). Founded in Newport Beach, Calif., by father and son team Walter and Jeff Cruttenden, Acorns provides a simple entry-point using the Acorns app on iPhone or Android. Customers accumulate fractional shares in one of five portfolios constructed by world-renowned Nobel Laureate economist Dr. Harry Markowitz. Acorns' smart portfolio algorithms automatically work in the background of life, helping users build wealth naturally, pennies at a time. From Acorns mighty oaks do grow.

Mission:

With benevolence and courage, we look after the financial best interests of the up-and-coming; beginning with the empowering step of micro-investing.

Values:

  1. Lead with heart
  2. Make bold decisions
  3. Always build trust
  4. Never stop growing
  5. Advance our society