Manager: Digital Field Customer Ops Engineering Full-Time

Role purpose

The Manager of Digital Field Customer Ops Engineering is a servant leader who is responsible for leading a team of Software Engineers that is tasked with delivering backend and Backoffice solutions to enable customer operations on the field such as onboarding, profile update, SIM SWAP. This role is responsible for coordinating the Engineering efforts, ensure on time delivery and alignment with priorities and defined technical approach. This role embodies the scrum principles and leads the team Guided by them, acting as a Scrum Master. The role works closely with Managers of other Engineering teams within and outside the Digital Field Enablement division and also works closely with Product Owners, Solution Architects, Chapter Leads, Release train engineers, and QA-Engineer, all which are not reporting to the role.

Key accountabilities and decision ownership

• Work closely with the Product team and Solution architect to shape the product vision, functionality and roadmap;
• Manage team capacity, allocation and drive planning & execution of team backlog, ensuring that what’s committed is delivered on time and works as expected first time;
• Keep track and respond to faults and defects raised by customers and operations teams expediting resolution of pressing issues to minimize customer & financial impact;
• Ensure adherence to solution architecture, design standards, and security guidelines in all team deliverables, working closely with the Solution Architect and Chapter Leads;
• Ensure adherence to company policy and core software engineering practices (code management, code reviews, pair programming, deployment automation, change management, etc);
• Foster a culture of ownership and innovation, and support career development through regular feedback and coaching.

Core competencies, knowledge and experience

• Strong leadership and management skills, with experience managing a team of software engineers using Agile Methodologies;
• Excellent communication and collaboration skills, with the ability to partner effectively with cross-functional teams and communicate with senior management;
• Strong analytical skills;
• Good Understanding of how software is conceived and SDLC in general with enough background to contribute in technical discussions and guide technical Implementation;
• A minimum of 4 Years of proven Experience in Software Development hands-on, with at least 1 year leading/managing a team.

Must have skills/ professional qualifications

• Honors degree in any IT Related field;
• Planning, Agile Methodology & Scrum;
• English (spoken & written);
• Technology core skills: Networking, Linux, Web Architecture, REST-APIs;
• High-level understanding of Programming & Modern software engineering: SPA, Containers, Cross-Platform, Microservices, DevOps, Cloud Computing.

Preferred skills/ professional qualifications

• Certified AWS Cloud Practitioner;
• Linux Foundation Certified IT Associate (LFCA);
• Certified Scrum Master;
• Certified Engineering Manager (CEM).

Key performance indicators

• Yield & On Time Delivery;
• Ratio of deviations from solution designs & engineering practices;
• Reliability & Defect ratio.