Sr. Manager Service Engineering
Location: San Francisco
Posted on: August 7, 2022
Upwork ($UPWK) is the world's work marketplace. We serve
everyone from one-person startups to over 30% of the Fortune 100
with a powerful, trust-driven platform that enables companies and
talent to work together in new ways that unlock their
Last year, more than $3.3 billion of work was done through Upwork
by skilled professionals who are gaining more control by finding
work they are passionate about and innovating their careers.
Cloud Engineering & Operations (CLEO) is at the core of the
technology engine that enables the Upwork platform. We engineer and
operate all infrastructure (IAAS), platform services (PAAS),
automation, tooling and drive modern Service Engineering (DevOps,
Ops Eng, Ops Analytics) to successfully deliver & manage our
This is an exciting opportunity to utilize your enterprise level
expertise and apply your leadership and innovation in a growing and
nimble environment. From ensuring resilience, reliability and
intelligent (orchestrated) automation to driving the analytics &
processes that target and align our engineering focus, this role
helps drive projects and solve problems on behalf of our teams, our
customers and the services we provide.
We are looking for someone who has done this at enterprise scale
and wants to select the best techniques and apply them here at
This is a technical leadership role that needs someone who is
passionate about production health, uses data to answer questions,
understands the importance of communication and leads teams through
- Build, mentor and lead the Service Engineering team members
which includes engineers in Operations analytics/intelligence,
experience health management and modern Service Management.
- Be the driver and voice of the customer for experience health
management. This includes:
- Partnering with Product to define performance & SLO targets and
translating customer journeys to technical requirements.
- Evaluating and leading the implementation of monitoring
techniques (STM, RUM, Anomaly detection)
- Analyzing data to drive enhancements and roadmap
- Mature and own the execution of Service management processes &
tooling (Change agility, Incident management, Problem management)
- Be the product owner and drive the Service Engineering roadmap.
Work with TPMs and technical SMEs to scope, prioritize and execute
on projects throughout the year.
- Provide leadership to Identify and execute on initiatives to
address data gaps, on-going problem trends, and ultimately improve
TTD/TTR and prevent recurrent incidents.
- Track, provide status and meet OKRs throughout the year.
What It Takes To Catch Our Eye
- You are a domain expert on modern ways of monitoring production
health and implementing modern service management practices.
- You have proven experience in staff management, hiring,
mentoring and growing a team and area to scale.
- You know how to communicate, handle escalations and keep things
- You are diligent, like learning new technologies and believe in
creating, automating and optimizing processes.
- You enjoy innovating by developing new methods and techniques
to solve problems while maintaining speed and agility in
- You enjoy working with cross functional partners to achieve
results and improvements across the org.
Come Change How The World Works.
At Upwork, you'll shape talent solutions for how the world works
today. We are a remote-first organization working together to
create exciting remote work opportunities for a global community of
professionals. While we have physical offices in San Francisco and
Chicago, currently we also hire full-time employees in 19 states in
the United States.
Our vibrant culture is built on shared values and our mission to
create economic opportunities so that people have better lives. We
foster amazing teams, put our community first, and have a bias
toward action. We encourage everyone to bring their whole selves to
work and grow together through development opportunities,
mentorship, and employee resource groups. Oh yeah, we've also got
Check out our Careers page to learn more about the employee
Upwork is proudly committed to recruiting and retaining a diverse
and inclusive workforce. As an Equal Opportunity Employer, we never
discriminate based on race, religion, color, national origin,
gender (including pregnancy, childbirth, or related medical
condition), sexual orientation, gender identity, gender expression,
age, status as a protected veteran, status as an individual with a
disability, or other applicable legally protected
Keywords: Upwork, San Francisco , Sr. Manager Service Engineering, Engineering , San Francisco, California
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