https://boards.greenhouse.io/foundrydigital/jobs/4237840004
DESCRIPTION: The Technical Operations Monitoring and Support Director is an exciting opportunity for a motivated and passionate individual to join the team at Foundry, a subsidiary of the blockchain industry’s most prolific and active investor, Digital Currency Group. Reporting to the CTO, the Technical Operations Monitoring and Support Director will build and directly manage our technical support team that is responsible for the enterprise staking & mining support and all applications integrated into it that is utilized across our platform. The team is responsible for direct support of Tier 1 support of staking & mining protocols, ensuring zero down time to our clients.
This is a rare invitation to join a small, highly professional entrepreneurial group, with the backing of the most established player in the fast-growing crypto space.
PRIMARY RESPONSIBILITIES: The Technical Operations Monitoring and Support Director will be a key member of Foundry’s Technical Team, you will be responsible for building, growing, and managing the global support team to provide world-class monitoring and customer service to clients and internal groups. Additionally, you will have a critical role in handling Tier 1 alerts and support calls and anticipating issues that may occur with the various protocols that we are staking and mining.
WHAT YOU WILL DO:
- Build a new world-class Tech Operations Team
- Manage the daily activities of team members ensuring 24/7/365 continuous coverage globally.
- Lead team to create, setup, and maintain monitoring and reports to support implementation and customer support activities.
- Support a single point of contact on your team for escalations during incidents, and to coordinate communication and output until resolved.
- Accountable for ensuring delivery against SLAs and ad hoc reporting requests.
- Coaching and mentoring team members; identify opportunities to train and upskill.
Minimum Qualifications; Knowledge, Skills and Abilities:
- Bachelor’s degree in computer science.
- 10+ years’ experience in a technical support role with at least 5 years in management including building a tech support team from the ground up.
- Highly experienced in root cause analysis and coordinating incident responses.
- Experience supporting SaaS implementations, application development integrations, DevOps and SaaS architectures.
- Experience working with APIs and API integration with various programming languages.
- A self-starter approach to work and the ability to adapt and thrive in rapidly changing circumstances.
- Excellent oral and written communication skills.
- Excellent customer service and conflict resolution skills.
Preferred Qualifications; Knowledge, Skills and Abilities:
- Fluent in tech monitoring and support tools, systems and techniques.
- Crypto Currency knowledge and experience.
- Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes.
- Excellent change management skills.
- Prior experience in a data-driven environment.
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WHAT WE OFFER:
- The chance to work in a fast-paced start-up environment with experienced industry leaders
- A learning environment where you can dive deep into the latest technologies and make an impact
- Competitive salary and benefits
- Flexible vacation policy - work with your manager to take time off when you need it
ENVIRONMENT:
General office environment with perks! (fully stocked kitchen, flexible workspace, weekly company meetings, regular team outings and events, focus on employee engagement, teamwork, inclusion, equity, and diversity).
ABOUT FOUNDRY:
At Foundry, we are working toward a common goal of empowering a decentralized infrastructure. Our team is passionate about the future of finance and is looking for other like-minded individuals who share in this vision. While we are inclusive and diverse in workforce and style, we all agree that digital assets will change the world.
Foundry was created to meet the institutional demand for better capital access, efficiency, and transparency in the digital currency mining and staking industry.
As a Digital Currency Group company, Foundry taps unparalleled institutional expertise, capital, and market intelligence to provide North American bitcoin miners and global manufacturers with the resources to build, maintain, and secure decentralized networks.
Disclaimer
The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
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