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John Smith
Data Scientist, USA
Cloud-Ready Data
Digital Transformation
Data Governance

Remote, Southeast USA

Senior Director, Production Support Engineering

Meeting your future team:

Joining Collibra’s Production Support Engineering team:

  • Reporting to Collibra's VP of Production Engineering, this role will have direct and indirect management, oversight, and development of Collibra's Production Support Engineering (PSE) teams and functions, including Network Operations Center (NOC), CloudOps, Level 3 Support (L3), and Site Reliability Engineering (SRE)
  • You will be responsible for the strategic and tactical direction of these developing teams,  providing ongoing support for Collibra’s customer base across a multi-cloud services platform (AWS, GovCloud, GCP, & Azure)
  • You will be responsible for working cross-functionally with Customer Support, Product Managers, Engineering, Business Operations, and Production Engineering to understand strategic initiatives, create processes, and deep dive on efficiencies in support of iterative improvements to Collibra’s technical operations teams.
  • You will provide timely and practical solutions to technical customer issue escalations and ensure all Collibra systems are monitored with actionable response plans in place.

The Senior Director, Production Support Engineering at Collibra is responsible for:

  • Managing a growing global Cloud Support team, handling customer critical issues - facilitating cross team collaboration between CS and Support, moving toward 24x7 shift-based and on-call escalation management 
  • Carrying out customer environment upgrades, changes, and decommissions.  
  • Owning and leading key processes and developing metrics for your teams, including escalation management, SLA compliance,  and ticket workload management
  • Recruit, mentor, and inspire an extraordinary team and build/lead a capacity plan to drive performance standards
  • Understand and adopt DevOps principles to bring cohesion and efficiency across the PSE teams. Assist in training the organization by partnering with the application teams to establish proper DevOps and SRE practices, establish the SRE Playbooks, and improve efficiencies through analysis, monitoring, and automation
  • Developing a multi-year Strategic Roadmap for all Production Support Engineering with a People, Process, and Technology focus

You Have:

  • 10+ years of experience in Production Support Management of customer facing Enterprise Grade software deployments
  • A technical background with Engineering experience to understand scope, effort, complexity, and prerequisites of a variety of product components and feature deliveries mechanisms
  • Experience with single and multi-tenant SaaS deployments into the public cloud
  • Experience moving from an on-prem to cloud model with significant operations at scale, supporting multiple SaaS products, internal scrum teams, and highly complex environments
  • A demonstrated history of building operational process improvement within a high delivery environment, developing workflows, playbooks, and Standard Operating Procedures (SOPs). Start up experience a plus
  • Worked cross-functionally in a matrix resource environment

You Are:

  • Hands on experience with distributed and/or enterprise applications
  • Proven track record of service improvement and optimization in production environments
  • Exposure to process improvement techniques. Operational Excellence is definitely an added advantage.
  • Exceptional communication, documentation and presentation skills for technical and business audiences.
  • Experience working with international teams and cross-functional stakeholders
  • Ability to handle multiple, competing priorities in a fast-paced environment
  • Ability to navigate through ambiguity and delivery incrementally.
  • Demonstrates skill and passion for operational excellence

Measuring Success:

  • Within your first month, you will absorb fundamental knowledge about Collibra’s  processes/tools and start building team & cross-functional relationships 
  • Within your third month, you will present assessments of the current state of the PSE teams, with initial perspectives on a viable path forward
  • Within your sixth month, you will manage the team, take ownership of employee engagement, drive cross-functional initiatives, and iterate on  PSE strategy for continuous improvements

Benefits at Collibra:

We strive to provide all Collibrians with competitive and cost-efficient benefits that are aligned to our company values. As a high-growth company, our goal is to offer flexibility and choice with our benefits programs to support the evolving needs of our changing workforce. The specific offerings will differ slightly by region but our {Be}well benefit programs encompass the following strategic pillars:

  • {Be}Healthy: Healthcare for yourself and eligible dependents (inclusive of partners/domestic partners), mental health resources and care, tax-advantaged accounts, income protection, discount programs and more! Additionally, we encourage employees to treat their whole self by offering a bi-monthly calendar of events and programming dedicated to our {Be}well initiatives which focus on wellbeing areas including emotional, professional & social, financial, physical, allyship & belonging and giving back.
  • {Be}With Family: We offer multiple types of leave so that you can spend time with loved ones, including parental leave, caregiver leave and our annual family day. These are all complementary to our culture in which we value output over hours!
  • {Be}Kind: Collibra For Good, Unconscious Bias & Allyship training, Diversity Equity and Inclusion (DEI) Strategy, Environmental Social Governance (ESG) strategy, racial equity awareness programs and Collibra-led fundraisers.
  • {Be}Unplugged: Our paid time off programs include vacation, holidays, sick time and compassionate/bereavement leave. We also offer remote-friendly meditation sessions and cooking lessons – all of which you’re actively encouraged to use!
  • {Be}Informed: Competitive compensation, bonus potential, private company equity, merit reviews and promotion cycles, company pension, discounts programs, access to LinkedIn Learning, employee referral program, employee rewards & recognition, development programs and more!
  • {Be}Together: Community and belonging with our Employee Resource Groups (ERGs) and personal interest groups, ERG-driven events, speaker series, and celebrations, a dedicated DEI council, the virtual Collibra cafe, trivia, bingo games and much more! 

When in-person (office) life resumes, we look forward to more snacks, catered lunches, team offsites and social events (think holiday gift exchange, fundraising events, happy hours, celebrations and more)!

Equal Opportunity:

At Collibra, we’re proud to be an equal opportunity employer – which ties directly to our core value, “open, direct, and kind.” We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone. 

With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category.