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Program Manager, Support Operations (8307911)

Responsibilities

  • Translates program objectives into tactical plans and procedures, and drives the creation of dashboards, reports and other methods of monitoring progress towards objectives.
  • Root-Cause Analyses, Corrective Action Planning, and lessons learned
  • Triage and track escalated issues.
  • Change management (in a continually evolving environment)
  • Regular reporting of parsed information to program leadership and key stakeholders
  • Support for worldwide (follow-the-sun) shifts (regular work expected outside of the normal US-Pacific work day)
  • Based in Facebook's Silicon Valley locations (Menlo Park and Fremont, California) with periodic travel to Dublin, Ireland and Singapore.

Desired Qualifications

  • Experience with deployment, testing and repair for at-scale service provider, data center or enterprise network infrastructure.
  • Working / conversational knowledge of Linux, routing and switching technologies and protocols (e.g. TCP/IP, IPv6, BGP), traffic analysis, programming / scripting (e.g. Perl, Bash, Python)
  • Experience in fiber-optic technology including cable types, connector types, optic types, patch panels, and optical transport technologies.
  • Successful leadership of 24/7 worldwide support teams, especially managed services providers
  • Fluent and comfortable in continuously evolving environments.
  • Experience motivating and influencing customer support teams.
  • Ability to quickly adapt to internal / proprietary tools, including early / beta versions.

Commesurate with the Desired Qualifications.

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