The Platform Stability Associate will help deliver enterprise-grade stability in all of Optoro’s products. The Associate will directly assist the Director of Platform Stability, whose primary responsibility is to ensure that Optoro meets all committed Service Level Agreements (SLAs), both internal and external. To fulfill this mission, the Platform Stability team will be responsible for continuous monitoring of Optoro’s platform, coordinating across the entire company and with clients for ongoing events and outages, and ensuring support tickets are successfully managed to completion.
The Platform Stability team monitors business and technical metrics to make sure OptiTurn, BLINQ.com, BULQ.com, and other Optoro products are working effectively and efficiently. This is not a programming role; you will work with our engineering teams to create dashboards, alerts, and other tools to effectively monitor information like system uptime, server capacity utilization, revenue generated, units shipped, and other vital business and technical metrics.
This is an on-call position; the Platform Stability team is responsible for ensuring that our systems are functioning around the clock and will be expected to be available to coordinate response to incidents at any time.
The Platform Stability team is a key part of Optoro’s operations, ensuring maximum effectiveness of our products and solutions and keeping our clients informed and engaged. This position is ideal for entrepreneurial candidates who are interested in working in an exciting growth environment for a company that has been in the reverse logistics industry for almost ten years.
This position reports to the Director of Platform Stability in Tech.
Support and help improve Optoro’s Technical Support process.
Help ensure delivery on both external and internal SLAs around uptime, ticket response time, and other SLAs as defined.
Maintain and provide situational awareness across the company. Proactively seek out potential issues before others notice by continuously monitoring communications, key systems, metrics, and alerts relevant to Optoro’s products, and provide relevant warning and context to appropriate parties.
Help coordinate around the clock response across departments during planned and unplanned events, and the execution of incident response plans.
Help develop business and technical reports for senior management.
Other duties based on the needs of our growing company and Platform Stability team.
Bachelor’s degree OR 2 years relevant work experience in IT, Application/Technical Support, Analytics, or Operations.
Must be a self-motivated, quick learner able to develop a high level business and technical understanding of our teams, their products, their users and stakeholders.
Must have strong organization and time management skills, and be able to follow tasks through to completion.
Must be detail oriented and able to follow processes and procedures.
Must possess sound judgment, problem-solving skills, and understand when to escalate issues.
Ability to multi-task and work well under pressure, both collaboratively and independently.
Must possess clear and effective communication and collaboration skills, especially written.
Strong analytical skills: must be able to critically interpret and analyze data and graphs. Should be proficient in Excel (or equivalent).
Experience with help desk, issue tracking, project management, and collaboration software such as Zendesk, JIRA, and Confluence.
Basic understanding of technical and business concepts (no programming required, but some knowledge of Unix or Ruby on Rails would be beneficial).