Responsibilities

• People Management  
• Managers deliver success through empowerment and accountability by modeling, coaching, and caring. 
• Model - Live our culture; Embody our values; Practice our leadership principles. 
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn. 
• Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others. 
• Drives the development of automated solutions across the business to enable Site Reliability Engineering and product engineering teams to more efficiently and reliably meet customer/business requirements; reviews the impact of automation across organizations and evaluates solutions for reusability, Help foster innovation in tools and processes to make the team more effective and efficient. 
• Build strong partnerships and work effectively with Microsoft Ads platform development team 
•  to share knowledge and be an effective advocate for internal/external partners. 
• Shares and defines insights, best practices, and standards that can be applied to improve system, platform, and/or product development and operations across the business.  
• Leads in the design, implementation and overall operation of technology and tools for technical support services 
• Provides deep business and technical expertise as required to resolve major incidents and ensures service engineering  teams across the business have the technical expertise, tools, and resources to respond to incidents during regular on-call rotations, and identify scalable solutions that prevent incident recurrence across products. Holds teams accountable for meeting Service Level Objectives (SLOs) and customer/business requirements, keeps internal and external stakeholders and executive leaders apprised of details related to customer/business impact and status of resolution; ensures that learnings are shared across the business through post-mortem reports and review meetings to identify opportunities to broadly adopt similar solutions to prevent incident recurrence across the business. 
• Hire, lead, and mentor a team of service engineers, providing technical and career coaching to help them grow their skills and careers. 

Qualifications

• 6+ years of search advertising experience or 6+ years working in a technical support organization preferably in the online industry for a high-volume commercial website or service. Or 6+ years managing and developing technical teams with a coaching and caring approach 
• Demonstrated ability to solve diverse technical problems and develop/execute remediation plans 
• Working knowledge of Azur Cloud Platform  
• 4-5 years Management/leadership experience 
• Passion for developing others and being vested in their success 
• Passion for quality advertiser and end-user experiences 
• Excellent oral and written communication, presentation, and analytical skills 
• Strong negotiation and collaboration skills 
• Knowledge of wider advertising industry and technology trends 
• A strong technical (good understanding of Automation, scripting skills) and business background 
• Experience partnering with sales, client services & support, legal, marketing, technology teams and other functions as appropriate 
• Ability to work through self-directed, ambiguous situations 
• Demonstrated skills in dealing with strong and diverse groups 
• Deep understanding of service and support operational excellence and best practices 
• Ability to self-direct and work independently, with an eagerness to consistently meet and exceed commitments/objectives and take ownership of complex problems