Backend Development and Escalation Manager

Backend Development and Escalation Manager

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

Job Description:

In the HPE Hybrid Cloud, we lead the innovation agenda and technology roadmap for all of HPE. This includes managing the design, development, and product portfolio of our next-generation cloud platform, Green Lake. Working with customers, we help them reimagine their information technology needs to deliver a simple, consumable solution that helps them drive their business results. Join us redefine what’s next for you.

We are seeking a dynamic and experienced Manager to lead a high-performing engineering team comprising Dev Escalation Engineers and Developers at various levels. In this role, you will oversee the development and support operations for Zerto Disaster Recovery software and products. Your leadership will be critical in ensuring the team’s success in resolving complex technical challenges, maintaining business continuity for industry leaders, and driving product development initiatives.

This role is vital to Zerto’s mission of ensuring business continuity for its customers. Zerto’s solutions are trusted by major organizations across industries, including healthcare, transportation, manufacturing, finance, and more. Your work will directly impact the ability of these businesses to operate seamlessly in the face of disasters and ransomware attacks, safeguarding their critical operations.

What you'll do:

·       Team Leadership: Lead and mentor a team of Dev Escalation Engineers and Developers, fostering a collaborative and innovative work environment.

·       Escalation Management: Oversee the end-to-end process for customer escalations, including triaging, prioritizing, and dispatching issues to the appropriate team members.

·       Development Oversight: Guide the team in implementing new features, code fixes, and enhancements for Zerto’s enterprise-grade software products.

·       Process Optimization: Establish and continuously improve processes for handling escalations and regular development tasks to ensure efficiency and quality.

·       Collaboration: Work closely with Support, QA, and R&D teams to address escalations and implement long-term solutions.

·       Customer Satisfaction: Ensure effective communication and resolution of critical customer issues, maintaining high satisfaction levels.

·       Innovation and Growth: Drive the team to stay ahead of technological trends in IT domains, including cloud computing, virtualization, and microservices.

·       Knowledge Sharing: Promote a culture of knowledge sharing by guiding the team in training Tier-1 to Tier-3 support teams.

What you need to bring:

·       Experience:

o   At least 7 years of experience in enterprise-grade software development, including 3+ years in a leadership or managerial role.

o   Hands-on experience in a Tier-4 escalation role or equivalent.

·       Technical Expertise:

o   Strong programming skills in .NET (or Java, C++).

o   In-depth knowledge of debugging, troubleshooting, and root cause analysis.

o   Familiarity with IT domains such as public clouds (e.g., AWS, Azure, GCP), virtualization, containerization (e.g., Kubernetes, Docker), and security.

·       Leadership Skills:

o   Proven ability to manage and inspire teams with diverse skill levels and roles.

o   Strong decision-making skills and the ability to prioritize effectively in high-pressure situations.

·       Communication:

o   Excellent verbal and written communication skills in English.

o   Ability to effectively communicate with stakeholders across different teams and regions.

·       Education:

o   Bachelor’s or Master’s degree in Computer Science, Information Systems, or equivalent.

Bonus Skills:

·       Expertise in disaster recovery concepts and familiarity with Zerto products.

·       Experience implementing and improving debugging and supportability features in software products.

What’s In It for You:

·       Lead a critical team within Zerto’s engineering department, making a significant impact on product reliability and customer success.

·       Work with cutting-edge technologies in IT infrastructure and disaster recovery.

·       Enjoy a flexible hybrid work environment, balancing remote and in-office work.

·       Be part of a collaborative and innovative global engineering team.

·       Competitive compensation and benefits tailored to Bangalore’s tech industry standards.

If you are a visionary leader with a passion for mentoring teams and driving innovation, we would love to hear from you!

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Agile Methodology, Agile Scrum Development, Analytical Thinking, Bias, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design, Design Thinking, Empathy, Follow-Through, Group Problem Solving, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#india#hpeocto

Job:

Engineering

Job Level:

Manager_1

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.