Sr. Manager, DevOps Platform Engineering

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, world-leading global threat research and intelligence, and continuous innovation, our cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints

With 7,000 employees across 65 countries, and the world’s most advanced global threat research and intelligence, Trend Micro enables organizations to simplify and secure their connected world. TrendMicro.com

Position Summary:

As the Sr. Manager, DevOps Platform Engineering you will be responsible for ensuring that all technical support functions are executed with efficiency, and to provide customers with a positive experience that can foster trust and loyalty. You will also build and maintain a top-class technical support team that not only resolves technical issues rapidly and effectively but also bridges the gap between customers and Trend Micro’s internal teams – Sales, R&D, PMs, backend services and others, championing customer needs and ensuring they are at the forefront of company priorities. Role will require actively to be engaged on escalations as needed. Position will involve strategic planning, implementing best practices, and fostering a culture of continuous improvement. As part of DevOps adoption, you will be tasked to help transform, develop, and upskill the team from traditional support to a DevOps oriented organization expanding responsibilities outside of reactive support. 

Responsibilities: 

• Run an efficient support and customer service organization: Foster a work environment where team members are engaged, motivated, and aligned with the mission of delivering excellent and positive support experience. This includes regular team checks and morale-boosting activities, including 1-1 meeting and team meetings. 

• Drive a customer-oriented mindset – understanding the customer’s issue or needs and effectively delivering a solution or what is required. 

• Manage/oversee (executive) support escalations: Act as the highest point of contact for escalated issues – political or technical. Work closely with internal teams to streamline the escalation process and ensure that the right resources are working to drive the case to a resolution.

• Ensure Customer Satisfaction (CSAT): Regularly review customer satisfaction metrics and implement strategies to maintain or improve scores.  

• Drive Continuous Improvement and Development: Perform reviews with engineers and produce a development plan with regular 1-1 meeting with actions being captured and noted in Workday. Part of this is to ensure engineers are DevOps and Platform support ready. 

• Data-driven analytics and advocacy for automation – Create reports, dashboards, analyze data and formulate actionable decisions or changes to address areas of improvement or sustain and better the process. Champion automation efforts to streamline repetitive tasks and ease the quality of life for support. 

• Implement, innovate, and ensure a Smooth Onboarding Process: Oversee the onboarding process for new engineers.

• Bridge the gap within internal teams: Act as a liaison between the support team and other departments such as RD, Sales, SRE, Threat, other backend services, etc. to ensure a unified approach to customer satisfaction.

• Develop and Monitor KPIs and OKRs: Apart from standard KPIs, develop custom KPIs that can help improve support capabilities and service delivery. Develop OKRs that will be upscale and upskill the team, especially with DevOps transformation. Regularly review these to gauge performance and areas for improvement. 

• Develop and execute a strategic DevOps roadmap aligned with organizational goals.  

• Stay abreast of industry trends, emerging technologies, and best practices in DevOps Platform. 

Requirements: 

• Strong supervisory and leadership skills. 

• Excellent interpersonal and communication skills, with the ability to collaborate effectively with diverse teams. 

• Extensive experience and understanding in running support organizations and supporting various technologies. 

• Ability to understand company products and underlying technologies. 

• Understanding, identifying, and measurement of key performance indicators and setting team goals/targets. 

• Structuring, building, developing, and mentoring a high-performing team. 

• Analytical thinker with strong task planning and delegation skills. 

• Escalation and incident handling skills or experience, wo