Director/ AVP Tech Support

Gurgaon, Bangalore, Hyderbad Full-time

OYO Hotels & Homes is the world’s third largest and fastest-growing chain of leased and franchised hotels, homes & spaces managing over 1 million exclusive rooms across 800 cities and 80 countries. OYO was founded on the mission that everyone deserves a quality living and working space and we are very passionate about this mission. Technology and Innovation plays a critical role in this mission and therefore today we employ over 1000 World Class engineers, product managers and designers across Americas, Europe, China, India, Japan and rest of Asia. If you are looking for a high pace environment, itching to create a large impact through technology impacting 100s of millions of customers across the globe, we love to hear from you.

 

Director/AVP, Technical Support is a core part of Technology leadership for the company and will report to VP, Technical Operations. In this role, you will be responsible for managing overall technical support (L1 and L2) across all group companies for entire software and infrastructure and work closely with software engineering, devops, information security and internal IT organization. You will be responsible for ensuring high availability (>99.9) across thousands of geographically spread services/systems in a 24/7 environment. Most of our infrastructure runs on cloud (only run in-house/Colocation when cloud is not a technically feasible option).

 

 

Key Responsiblities:

  • Understand company’s current and future business; develop technical support strategy and drive execution to stay ahead of business in partnership with engineering and devops
  • Build a Top Notch Technical Support organisation by hiring the highly talented team and setting them for success
  • Manage 24/7 production support (L1 and L2) teams ensuring all production issues are resolved quickly; ensure RCA and fixes to ensure these don’t recurr in future
  • Serve as main escalation point for customer concerns and issues and proactively identify and implement solutions to maximize team effectiveness; Analyze inbound inquiry volume and trends to identify potential risks and opportunities
  • Design and leverage best-in-class Tech Support practices including SLAs, escalation process, incident management, monitoring and alerting, auto-scalling etc.; work tirelessly to guarantee the reduction or removal of bottlenecks and inefficiencies in the Tech Support department and engineering department as a whole
  • Work closely with Information Security organisation ensuring the highest levels of security and responding swiftly to any new and emerging vulnerabilities and security threats
  • Work hand-in-hand with the frontend and backend engineering teams to reduce or eliminate any repetitive or manual issues/tasks, improving health and performance issues of the businesses sites/software systems, capacity planning, and performance optimization

 

Key Skills:

  • 10+ years of Tech Support and/or DevOps and/or software engineering experience; at-least 2 years leading Tech Support function in a $1B+ B2C or B2B SaaS organisation where 24x7 high availability systems are the core of business foundation
  • Hands on experience with many of: network engineering, Unix/Linux, application servers, load balancers, relational and non-relational databases, service oriented architecture, configuration and monitoring tools, production troubleshooting, deployment automation and information security
  • Experience managing multiple technology or support teams including experience managing other managers
  • Superior and practical understanding of accepted Tech Support principles, ability to create/improve process while keeping the fast pace of delivery in an environment where minimal existing processes exist
  • Capable of handling multiple simultaneous projects and meet deadlines, have an ability to work in a group setting as well as in an independent position with a detail-oriented attitude, be highly analytical by nature, be highly organized being able to effectively prioritize tasks, have exceptionally good problem solving skills, have an ability to work in a highly collaborative and fast-evolving environment, be highly adaptive and welcoming to change and passionate to learn new technologies
  • Exceptional leadership skills and be a people person with an ability to develop strong, meaningful, and lasting relationships with others. He/ she will be a likable, approachable, and relatable person who inspires trust in others who will then readily follow in his directives and trust in his insights
  • Education: Bachelor’s/Master’s degree in Computer Science, Electronics or other relevant field; can be waived if you have moved mountains in past like co-founding a Unicorn

 

Cultural Traits common to all OYO Leaders:

  • Dealing with Ambuguity and Adaptabiliy – we are a large, but fast-growing company today with not enough existing process or rules of engagements; and environment changes rapidly due to new businesses, geographies and strategic partnerships etc. You need to be able to create orgnisation out of chaos, operate in an environment with minimal strucutre and adapt to change quickly while maintaining high velocity
  • Ownership – anything between you and your job is also your job
  • Bias for Action – speed matters a lot, so does quality. Ideal leader will be pragmatic, action-oriented and know the right balance between competing priorities
  • Hunger to change the world – you need to be ambitious and willing to do more. If you believe you have already achieved your best and primarily looking to impart that vast knowledge, we aren’t the right place for you