Manager, Engineering

ID
2021-16068
Category
Engineering
Position Type
Full Time
Location : Location
US-TX-Lewisville

About Blackhawk Network:

At Blackhawk Network, we shape the future of global branded payments through the prepaid products, technologies and network that connect brands and people. Our collaborative innovation and scalable, security-minded solutions help our partners to increase reach, loyalty and revenue. We believe our future holds great things for Blackhawk Network and its partners. We believe that together, we can shape the future. Our beliefs? Win as one team, be innovative, global excellence and be inspiring!

 

So, what are you waiting for? Shape your career and join our global network.

Overview:

This position oversees the business impacting technology issue management and resolution. They are responsible for issue management, measuring and reporting SLAs. They help improve the process, streamline the issue resolution process by ensuring that we meet our committed SLAs, reduce the disruption on the engineering teams and improve customer satisfaction. You will be directly impacting the bottom line of a major TDV platform by ensuring smooth operations and client satisfaction. You will also be directly impacting the future of this platform, influencing the product roadmap by measuring the KPIs/SLAs of the platform.

 

Office location is Lewisville, TX.

 

Responsibilities:

  • Ensures that all service level reporting is complete
  • Acts the driver of communications around key production issues
  • Produces and distributes stakeholder communications on engineering progress and issues
  • Works with engineering team to define and execute process improvements
  • Develops and maintains positive relationships with business stakeholders to maximize the effectiveness of engineering
  • Understands and manages key objectives for the engineering team
  • Ensures appropriate monitoring and alerting around client affecting issues and outages
  • Coordinates the activities of the production support team to maximize effectiveness
  • Ensures remediation of systemic issues in engineering
  • Produces and distributes root cause analysis documents
  • Evaluates engineering structure and processes to maximize effectiveness
  • Works with Product team to add and prioritize identified business gaps/issues into the backlog

 

Qualifications:

  • Project and program management experience
  • Has worked with an engineering organization in production support and management capacity
  • Excellent written and verbal communication skills
  • Able to measure, organize and report various engineering process metrics
  • Knowledge of industry standard processes (engineering SDLC, ITIL, production support, software quality, monitoring and alerting) 
  • The independence to manage, execute, and take initiative without supervision
  • Strong problem-solving skills
  • Excellent leadership and communication skills for working across multiple engineering organizations.
  • Comfortable facilitating between technology and business/operations/executive teams
  • Able to meet deadlines and work well under pressure.
  • Bachelor’s degree in information systems or equivalent experience.
  • At least 10 years of combined IT-related experience, including application development, Agile project management, Architecture, SDLC procedures and processes.

#GLDR

#LI-NM1

#ZR

EEO Statement:

Blackhawk Network provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  Blackhawk Network believes that diversity leads to strength. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Options:

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed