Global Service And Support Manager

Facebook Fremont , CA 94537

Posted 1 week ago

Facebook is seeking a Global Service and Support Lead to work directly with our Global Video & Collaboration leaders. This position is part of enterprise engineering organization, so candidates must be passionate about Technology, customer service and have the ability to thrive in a fast-paced, high-pressure environment.

This dynamic leader will work with multiple cross-functional teams to ensure comprehensive support of our VC environment. We are looking for a customer service-oriented individual that is diligent, detail-oriented, proactive, works very well both independently and in a team, and has demonstrated excellent judgment and decision-making skills. The ideal candidate will be passionate about exploring and building on our unique company culture.

They will bring fresh ideas and candid feedback and excel at working collaboratively with high-level managers and teammates alike. You should be passionate about the services we provide and the people that we serve. This is a full-time position based in Fremont, CA.

GLOBAL SERVICE AND SUPPORT MANAGER RESPONSIBILITIES

  • Serve as a cross-functional leader within the Facebook Video conferencing support teams.

Manage a global team of video conferencing specialists and drive operational effectiveness.

Interface with vendors and develops KPI's & dashboard to monitor the health of the fleet.

Lead quarterly business reviews with our vendors.

Set operational goals and lead ongoing process and program improvement initiatives.

Communicate timely/effectively details to appropriate personnel.

Communicate and deliver Facebook quality of VC standards, creating and defining new standards as technology and scope evolves.

Ability to travel to regional Facebook locations.

MINIMUM QUALIFICATIONS

  • 6+ years experience in managing a global or distributed operations team.
    5+ years experience working in a service measurement and KPI capacity with experience in co-creating and driving visualizations (dashboards and presentations).
    5+ years experience in Project or Program Management.
    4+ years' experience working with video conferencing technologies (Cisco, Polycom, Zoom, BJN's, etc.).
    4+ years experience in Project Management.
    4+ years of proven experience running projects within an enterprise level organization.
    2+ years experience tracking and monitoring global budgets.

Communication and interpersonal experience, including relationship building and collaboration within a cross-functional leadership teams.

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together.

Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities we're just getting started.

Facebook is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com.



icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Global Network Operations Manager

Facebook

Posted 1 week ago

VIEW JOBS 1/10/2020 12:00:00 AM 2020-04-09T00:00 The Facebook Edge Network team operates and maintains the world's largest, most connected private backbone at a higher-than-carrier class availability. This group is responsible for the optical through IP layers as well as Data Center connectivity. The group is heavily involved with cross functional partners to improve the way this fast-growing network is deployed and designed for the future. The vision for this team is to build a suite of tools and automation that has heretofore never been seen in telecommunications and, once perfected, to institutionalize this to the entire industry, changing forever the way network operations is thought of. The Facebook Edge Network Services team is looking for an experienced leader to share and drive this vision for the IP operations team through direct management of network engineers and managed service partners, and through coordination with the cross functional groups and resources needed to achieve these goals. This position is full-time and based in Fremont, CA. GLOBAL NETWORK OPERATIONS MANAGER RESPONSIBILITIES * Build, support and lead a team of network operations engineers. Manage a complex organization of vendors, smart hands and other third parties. Manage and resolve a high volume of daily requests from peering and CDN partners. Ensure operational best practices for a global multi-vendor network that includes backbone, metro, peering, transit, circuits, edge fabric, off-net CDN, and POPs. Develop operational processes and procedures to ensure predictable and timely fault response and resolution. Develop operational metrics and drive positive change based on data driven decisions. Ensure service level objectives are met for the global network as well as third party response and resolution. Develop automation and tooling to ensure sub-linear team growth as compared to business growth. Develop staffing models to ensure successful day-to-day operations as well as execution of tactical and strategic programs. Partner with and build high quality relationships with other Facebook teams. Create and develop strategies to ensure the network is an enabler for long-term business growth. MINIMUM QUALIFICATIONS * 10+ years of network operations experience on large-scale networks. 5+ years of direct people management experience on large-scale networks. Knowledge of routing and switching platforms and IP routing protocols. Experience in analyzing situations, troubleshooting, systems and tools, and problem solving. Experience setting and managing KPIs and SLOs. Documentation and communication experience. Experience with the Network Management system (NMS), Element Management system (EMS) and CLI interfaces of different network platforms. PREFERRED QUALIFICATIONS * 5+ years experience managing vendors and third party smart hands. Experience in leading, growing and mentoring high performance teams. Experience leading and maturing teams in a fast-paced company that has experienced exponential growth. Experience creating a work culture of automation first. Experience leading automation and coding programs in a Network Operations environment. Experience operating autonomously, with strong analytical skills, coupled with a strong sense of ownership, urgency and drive. Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started. Facebook is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com. Facebook Fremont CA

Global Service And Support Manager

Facebook