Netflix Employment – Production Support Manager

Job Description:

As a Netflix Production Support team manager, you will play a critical role in managing a team of highly skilled technical support specialists. You will be expected to show strong leadership skills and partner effectively with our fellow cross functional teams and stakeholders to help drive your team to provide world class support, documentation, and innovative ideas that will shape the future of the technology Netflix studios utilize. You’ll do this by managing a Netflix Production Support team (NPS) that is part of a global support team for our studio technology. The team ensures an exceptional experience for our users by providing support to critical studio software, coordinating support to address any issue that comes up and helping studio product design teams solve challenges with our underlying technology applications as an advocate for the users that they support. Your top priorities will be managing issues, business to business relationships, coaching, mentoring, and leading team members with the ultimate goal of driving improvements in the Netflix studio applications and overall user experience.

Job Responsibilities:

• You will be the primary manager for a team of Netflix Production Support Specialists.
• You will contribute to growing a diverse and inclusive culture by encouraging an open minded and supportive environment.
• You will coach and develop your team to identify areas of focus and opportunity within their performance and our culture.
• You will oversee all aspects of the escalation process, systems outage management, support for studio product development, and working hands on with these functions as needed.
• You will contribute to our overall working environment and culture, where expressing your thoughts and sharing your feedback is a part of your every day.
• You will work with key stakeholders from various departments ensuring that all needs are met.
• You will compose documents and reports on your team’s performance and current issues impacting our studio production teams.
• You will be a subject matter expert on all responsibilities maintained by your team and constantly seek to be current and improve that knowledge.
• You will drive ownership and coordinate daily activities and projects, including knowledge base content updates, bug triage prioritization, and customer facing outage management.
• You will drive team performance to expose friction and reliability concerns within the products and processes that also drive pain for our production teams.

Job Requirements:

• You have experience supporting micro services, Enterprise Level Google Suite and Admin, Cloud, SaaS, and/or SSO based software.
• You have a comprehension of codecs and data transfer protocols with knowledge of digital file specs and size formats.
• You have experience working with software support tools such as Zendesk, JIRA, and Confluence or similar products.
• You have a strong background in software support, technical applications usage, technical troubleshooting, and consider yourself a technology-driven thought leader.
• You have at least 3+ years of experience in a technical research or support engineer role helping to determine the root cause of technical issues.
• Previous experience and knowledge of studio productions is a plus.
• You have 3+ years of experience managing a team of software/application support specialists, preferably in an international environment working with people from multiple backgrounds and cultures.

Job Details:

Company: Netflix

Vacancy Type: Full Time

Job Location: Springfield, MA, US

Application Deadline: N/A

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