Pizza Hut Digital Ventures (PHDV) is looking for an IT support manager to join our Gurugram, Haryana office in India.
Responsibilities:
Lead a 24x7x365 support group for our global e-commerce platform
Monitor support SLAs and ensure we remain in compliance
Hire, train, and manage a team of Support Operation Engineers to handle franchisee tickets, site performance, site reliability and issue triaging in our system
Communicate with the engineering team around service performance and issues
Educate franchisees on proper support procedure and methodology
Ensure the support team is aware of new features as they are deployed
Facilitate postmortems for all incidents and SLA breaches
Revise and develop processes to strengthen the current operational activities
Review policies and recommend changes to improve governance
Perform line management, scheduling, and corrective actions as needed for the team
Define and report on KPIs and metrics for site reliability, performance, and franchisee support to stakeholders, both internal and external.
What we are looking for:
B.S. in Computer Science
Fluent in written and spoken English
Excellent communication skills
Strong knowledge of incident management, problem management, SRE principles and customer support best practices
Expert knowledge of AWS services
4+ years working in software engineering and/or site reliability engineering
2+ years in management/leadership
Experience maintaining metrics and SLAs
Experience with Jira Service Desk and Opsgenie preferred
Experience with Terraform preferred
Experience with international companies preferred
What we’re offering:
Annual Leave: 18 days/year
Probation Leave: 3 days/ 2 month
Salary review: 2 times/year
Full salary insurance
General Health Insurance (Support for family depends on level)
13th-month bonus
Gift for birthday
Company Trip once a year
International working environment
Opportunity to onsite in Japan, US, UK, Indonesia, Philippines, Singapore, Malaysia
Support Laptop and Monitor
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