Business Area:
Business Ops & IT
Seniority Level:
Mid-Senior level
Job Description:
At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.
The mission of the Technical Manager, Field & Support Systems is to drive innovation and continuous improvement of the core systems used by Cloudera’s global Field & support Organizations.
You will be the Technical & People Manager for the delivery pillar comprising both internal and Managed Services resources. You will be responsible for working with key Sales, Support, and Customer experience business stakeholders to ensure the solutions delivered meet our Business and Customer needs, ensuring the multi-discipline development teams’ understanding of Agile principles, practices and frameworks to help deliver valuable outcomes across our varied stakeholders.
The Technical Manager will work closely with the Solutions and Support Manager to identify, recommend, develop, implement, and support robust, scalable and cost-effective technology solutions. The Technical Manager will also liaise with the Functional pillar and other system administrators to ensure any necessary application customizations are designed to meet the needs of our end users and will ensure that the team meets service level agreements and project delivery milestones by adhering to best practices and appropriate resource allocation.
As a Technical Manager, Field & Support Systems you will:
Planning:
Deliver solutions on Service Cloud, Sales Cloud, Experience Cloud, CPQ and other elements of the Salesforce stack.
Lead the full application life cycle from technical design, development, automated testing, and deployment, including migrating changes to production using CI technologies.
Provide technical leadership on projects by providing guidance and ensuring Salesforce and internal best practices are adhered to.
Identify and recommend solutions, integration points, and related implementation architecture for business usage improvements, scalability, and performance.
Identify any application/code security issues and recommend solutions to resolve them.
Work with technical team members representing core applications to design seamless integration between all involved applications.
Actively participate in requirements discussions.
Define code review methodology and perform code reviews.
Ensure that applications meet business requirements and systems goals, fulfill end-user requirements, and identify and resolve systems issues.
Review and analyze existing applications effectiveness and efficiency, and then develop strategies for improving or leveraging these systems.
Cultivate and disseminate knowledge of application-usage best practices.
Acquisition & Deployment:
Research and make recommendations on software products and services in support of procurement and development efforts.
Analyze documentation and technical specifications of any new application under deployment or consideration to determine its intended functionality.
Produce cost-benefit analyses and secure executive sponsorship and budget for platform acquisitions or system improvement projects.
Ensure that any new software integration meets functional requirements, system compliance, and interface specifications.
Contribute to the pre-testing phase of development by evaluating proposals in order to identify potential problem areas, and make the appropriate recommendations.
Liaise with software vendors for prompt rectification of any problems or emergencies.
Management:
Coach and empower direct reports to deliver best in class technology solutions for internal and external customers.
Develop direct reports to affect career progression and skills development.
Act as a mentor outside of your immediate org to support wider development of lateral teams.Manage and provide guidance for the Delivery pillar of Field & Support Systems. Liaise with system administrators and developers to assist with quality assurance, program logic, and data processing.
Hold consultants accountable to delivery of milestones on time and within budget.
Support in development, distribution, and coordination of in-depth end-user reviews for modified and new systems or applications.
Coach and empower direct reports to deliver best in class technology solutions for internal customers.
Develop direct reports to affect career progression and skills development.
Act as a mentor outside of your immediate org to support wider development of lateral teams.
We’re excited about you if you have:
B.S. or B.A. degree in Business Administration, Management, Project Management, Computer Science, Engineering or related field (M.A. or M.S. preferred)
Salesforce developer certifications
Minimum of five years of experience in IT Application Management
Experience managing technical teams - onshore/offshore, internal/external
Experience in working with cross-functional project teams to deliver solutions
Experience with Agile project management and delivery
Experience estimating project costs and managing annual budgets
Experience with other sales-oriented platforms or Salesforce add-on packages for prospecting, forecasting, CPQ, channel management, account and territory planning, and data quality.
Ability to adjust and set priorities to meet deadlines
Ability to effectively managing system support/ helpdesk and/or development teams
Strong written and verbal communication skills, including presentation skills
Strong persuasion and negotiation skills, including conflict resolution skills
Ability to work effectively in a professional manner with technology staff, business stakeholders, end users, management and others outside the organization
Highly self-motivated and directed and able to drive large-scale projects
Excellent analytical, mathematical, and creative problem-solving skills
Strong customer service orientation
Willingness and ability to travel to remote office locations (4x/year)
Proficiency with G-Suite and/or Microsoft Office products.
What you can expect from us:
Generous PTO Policy
Support work life balance with Unplugged Days
Flexible WFH Policy
Mental & Physical Wellness programs
Phone and Internet Reimbursement program
Access to Continued Career Development
Comprehensive Benefits and Competitive Packages
Paid Volunteer Time
Employee Resource Groups
Cloudera is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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