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Program Manager, Support Operations (8160591)
Menlo Park, CA
IT/Engineering and Mobile
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.
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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