The Sr. Director of Email Operations will be responsible for all aspects of the hosted email platform we operate on behalf of our customers. This working manager role will exercise your skills across a variety of technical, customer facing, and cross team functional areas. On the technical side you will exercise your abilities to assist the team in debugging and triaging customer and platform escalations, in addition to working with architecture and senior operations leads to define and build the next generation of the hosted email platform. Your interpersonal abilities will aid you while working with Product and Software Engineering to drive growth and meet customer demands, and will enable you to back up our Support team when they need to bring technical resources to assist with customer escalations and problems. This is a fast-paced business which operates at exceptionally high volume, which will require flexibility in work hours, impeccable attention to detail and the ability to multi-task in the face of normal daily work in tandem with incidents, alerts and escalations.

This role requires previous experience with hosted email services, as well as expertise in Linux
administration, troubleshooting, and experience with cloud providers like AWS or OCI.

Responsibilities:

- Lead all aspects of the Email Operations Department, with a focus on evolving and growing the team and maturing the offering to be more stable and extensible

- Lead the platform evolution towards a standardized hosting environment focusing on critical issues and enhancements in functional areas such as mail storage, system configurations, mail delivery and more. Manage staff from a variety of cross functional areas: Email Software Operators, Systems Architecture, Systems Administration, Networking, Database/Data

- Oversee platform health, service uptime, security, patching, compliance

- Troubleshoot performance, configuration, and network issues in a cloud environment

- Oversee and Manage Email Operations Incidents bringing together key stakeholders to solve the issues and then write and follow up on RCAs

- Work with Zimbra Product Managers to plan and negotiate work intake to the department

- Assist sales by participating in the review of RFCs and joining technical sales calls where appropriate to provide feedback and guidance to potential customers

- Meet with customers to work through issues and discuss improvements

- Coordinate with vendors for day to day management of licensed technologies, contract management, SLA tracking, accountability management, etc.

- Manage the migration of email delivery (MX) from internally hosted to an external vendor

- Arrive each day with a customer first mentality

- Work across departments to continue the in-progress enhancements to monitoring, logging and reporting

- Work with key stakeholders in Product Management, Security and other departments on SOC2 certification

Requirements:

- 15-20 years of experience with Internet technology, Cloud Computing, or related fields

- Proven experience with leading a large platform transformation project (refactor, re- architecture, cloud migration, etc.)

- Deep understanding of email hosting, message handling, spam filtering, and other mail
delivery related tasks

- Minimum of 5+ years in a leadership or management role leading a cross functional team

- Extensive experience with public cloud platforms (OCI/AWS preferred)

- Extensive experience with security fundamentals, risk management, or similar

- Proven experience with the management and deployment of large scale and high volume SASS offerings

- Experience with DevOps, Engineering Methodologies, Networking, Architecture

- Minimum of 3 years of professional experience as either a system administrator, system engineer, or similar operations role working in a cloud environment (OCI/AWS preferred)

- Strong understanding of Linux based operating systems: RHEL/CentOS/Rocky and Debian/Ubuntu

- Proficient in at least one programming or shell scripting language

- Ability to roll up your sleeves and dig in with the team

- Patience under pressure

- Flexible work hours

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