Product Support Manager (Evergreen)

Description

Powder River Industries, LLC provides technical services across the entire system development life cycle (SDLC). As a prime, we are responsible for complete end to end system management for a customer’s mission system. This includes a data center, integrated logistics support, COOP, and disaster recovery. As a subcontractor we are providing services from: DevSecOps, software development, network administration, systems analysis, database administration, storage engineering, hardware engineering, Tier 1 – Tier 3 support in traditional data center environments (bare metal frames), cloud, and hybrid cloud. The cloud environments we are operating in today are AWS, Microsoft Azure, and Oracle.

Role & Responsibilities:

Manages the package of support functions required to field and maintain the readiness and operational capability of systems and components.

• Build high-performing business processes and procedures for supporting various lines of business, such as Ads, Accounts, Creator and more.

• Use metrics to set the strategy and goals for improving and building our business processes and optimal workflows that can build to scale while simultaneously driving improvements in customer and product satisfaction

• Provide insights and feedback from customer interactions that can be leveraged to assist Product management in building their product roadmap

• Partner with Engineering teams in ensuring prioritization of customer and agent escalated issues.

• Build and document knowledge guidance and processes for support methodologies, including documentation around internal and external audiences and macro development.

Requirements

Non-negotiable Requirements:

1. Must be able to obtain/maintain a Q security clearance

2. On-site, no remote

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.