Senior Engineering Manager, Cloud Operations

$217,000 - $271,500/Yr

Box Incorporated - Redwood City, CA

Full-time - Senior

Redwood City, CA

10,001+ employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

Box is seeking a dynamic Senior Operations Manager to lead the Global Technical Operations Center (GTOC), which is responsible for monitoring, troubleshooting, and resolving issues affecting the availability and quality of the Box platform. This role is crucial for ensuring a seamless experience for customers by maintaining site health, detecting service deviations, and proactively addressing potential issues before they escalate.

Responsibilities

• Lead and oversee a global Network Operations Center (NOC) team.
• Ensure seamless and continuous monitoring of network systems through the NOC team.
• Optimize the Mean Time To X (MTTx) process to minimize service disruptions and ensure prompt resolution of critical incidents.
• Act as the primary point of contact for critical incidents, coordinating with cross-functional teams to resolve issues efficiently.
• Maintain clear and effective communication channels with stakeholders at all levels.
• Conduct thorough root cause analysis of recurring incidents to identify underlying problems and implement preventive measures.
• Track and analyze problem trends to identify areas for improvement in operations processes.
• Implement knowledge management practices to capture and share valuable problem resolution information within the organization.
• Drive efforts to enhance the performance, productivity, and growth of the NOC.

Requirements

• Minimum of 6 years of experience in technical operations or a related field, focusing on managing global teams and 24/7 operational environments.
• Profound knowledge of Cloud infrastructure, monitoring tools, and incident management procedures.
• Demonstrated track record in leading and supervising high-performing teams while promoting a collaborative work culture.
• Exceptional written and verbal communication skills to engage effectively with diverse stakeholders.
• Strong problem-solving and decision-making capabilities, particularly under high-pressure scenarios.

Nice-to-haves

• Certification in ITIL, PMP, or other relevant credentials.
• Experience in identifying and implementing process enhancements.
• Understanding of various cultures and time zones for efficient management of global teams.

Benefits

• Equity and benefits package
• Healthcare benefits
• Flexible work schedule with a minimum of 2 days in the office per week