IT Production Support Manager , Enterprise Applications and Architecture
Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy and increase economic freedom around the world.
There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.
IT Production Support Manager , Enterprise Applications and Architecture
Coinbase has built the world's leading compliant cryptocurrency platform serving over 50 million accounts in more than 100 countries. With multiple successful products and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the crypto economy and increase economic freedom around the world.
There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning. Second, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play like a championship team. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.
In order to scale to meet the 24x7 demands of our rapidly growing organization and deliver an industry leading customer experience, the Enterprise Applications & Architecture (EAA) team is hiring for an experienced IT Production Support Manager, passionate about incident management and release management.
You will report to the Director of Enterprise Integrations and Release Mgt, and be part of the larger Coinbase Customer Experience Organization.
JOB DUTIES:
Applications Production Support / Incident Management
- Serve as the Incident Commander for any production incidents that occur during your business hours, on any platform
- Own and operate the Enterprise Apps Service Desk
- Train the India EAA team to be self-sufficient and resolve incidents efficiently
- Collaborate with Product and Engineering teams on Production Incidents that occur upstream from EAA-owned systems
- Update and maintain EAA incident documentation and EAA support portal for logging production support tickets on Jira
- Escalate issues and risks impacting platform SLAs to EAA leadership
- Define, implement, manage and monitor standard production support metrics
People Management
- Manage estimated 5-10 direct reports in India
- Hire and retain Enterprise Apps support staff in India across multiple platforms ( Salesforce, NetSuite, Workday, Anaplan, Coupa, Mulesoft, Contentful, etc.)
- Manage a growing team of Engineers (some direct reports and some dotted line reports) across multiple technologies and multiple business value streams
- Motivate, inspire, run team building activities and engage APAC staff locally
- Have sufficient overlap with US PST hours to facilitate prioritization and communication
- Motivates and inspires team to execute against strategic initiatives
- Helps with on boarding, coaching, mentoring, and training to ensure that we are building a winning team
- Hands on role, as needed. Should be able to train, mentor, assist, and evaluate team members so will need to be able to do their jobs for them. During staff shortages, may have to fill in
DevOps / Release Management
- Built out an automated suite of integration, regression, and load test cases
- Build out CI/CD pipelines for business critical platforms
- Maintain devops metrics
JOB REQUIREMENTS:
- BA/BS in Engineering, Computer Sciences desired
- 7+ years of people management and leadership experience
- 2-3 years of Production support experience is mandatory with solid understanding of L1, L2 and L3 activities
- Experience leading Incident calls, RCA, & should have ITIL exposure
- Hands-on technical experience with multiple EAA systems (Salesforce, NetSuite, Workday, Anaplan, Coupa, Adobe Experience Manager, Contentful, Bynder, Workfront)
- 5+ years of Agile (Scrum and Scrumban) experience, including metrics
- DEVOps, Automated Testing experience
- Hands-on experience with Jira, Confluence and Lucidcharts
- Excellent Powerpoint/Google slides and Excel/Google sheets skills
- Excellent written and verbal communication skills
- Patience and solid coaching skills
- Servant-Leader mindset
- Data-driven decision making approach
- Experience managing uncertainty and changing requirements in a high-growth, startup environment
- Ability to work independently, with very little supervision and make order out of chaos
Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view Pay Transparency, Employee Rights and Equal Employment Opportunity is the Law notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
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