Senior Engineering Manager, Cloud Operations

WHAT IS BOX?

Box is the world's leading Content Cloud. We are trusted by more than 115K organizations around the world today, including nearly 70% of the Fortune 500 and leaders across deeply regulated industries (such as AstraZeneca, JLL, and Nationwide), to protect their data, fuel collaboration, and power critical workflows with secure, enterprise AI.

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It's the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

Founded in 2005, Box is headquartered in Redwood City, CA, and we have offices across the United States, Europe, and Asia.

WHY BOX NEEDS YOU

Box is looking for a dynamic Senior Operations Manager to join our Global Technical Operations Center (our version of NOC) and support an industry-leading platform. It is the responsibility of the GTOC to monitor, troubleshoot, and resolve issues that affect the availability and quality of the Box platform. The GTOC is the front line of defense in making sure our customers like GE, Pandora, Apple, and Gap have a seamless experience when accessing their content on Box.

This is an integral job function within the GTOC that ensures the overall production site health and the performance of core customer facing journeys. This role will help maintain total site awareness, detecting metric and service deviations, monitoring changes, and proactively identifying potential issues and resolving before they escalate to customer impacting levels.

We are building a world-class GTOC and need the best talent possible to get us there. That's where you come in!

WHAT YOU'LL DO

1. Lead and oversee a global Network Operations Center (NOC) team.
2. Ensure seamless and continuous monitoring of network systems through the NOC team.
3. Constantly optimizing the Mean Time To X (MTTx) process (Identify, Diagnose, Repair) to minimize service disruptions and ensure prompt resolution of critical incidents.
4. Act as the primary point of contact for critical incidents, coordinating with cross-functional teams to resolve issues efficiently.
5. Maintain clear and effective communication channels with stakeholders at all levels.
6. Conduct thorough root cause analysis of recurring incidents to identify underlying problems and implement preventive measures.
7. Track and analyze problem trends to identify areas for improvement in operations processes.
8. Implement knowledge management practices to capture and share valuable problem resolution information within the organization.
9. Take the lead in driving efforts to enhance the performance, productivity, and growth of the NOC.

By fulfilling these responsibilities, you will play a crucial role in ensuring smooth operations, minimizing downtime, and fostering continuous improvement within our organization's cloud infrastructure.

WHO YOU ARE

Required skills

• Minimum of 6 years of experience in technical operations or a related field, focusing on managing global teams and 24/7 operational environments.
• Profound knowledge of Cloud infrastructure, monitoring tools, and incident management procedures.
• Demonstrated track record in leading and supervising high-performing teams while promoting a collaborative work culture.
• Exceptional written and verbal communication skills to engage effectively with diverse stakeholders.
• Strong problem-solving and decision-making capabilities, particularly under high-pressure scenarios.

Preferred skills

• Certification in ITIL, PMP, or other relevant credentials.
• Experience in identifying and implementing process enhancements.
• Understanding of various cultures and time zones for efficient management of global teams.

Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 2 days per week, with a focus on Tuesdays and Thursdays. Your Recruiter will share more about how we work and company culture during the hiring process.

Head-over-heels about this role - but not sure you meet all the requirements? Apply anyway! Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Box, we take a big-picture approach to hiring that fosters authenticity, diversity, and inclusion. If you're passionate about this opportunity, chances are, you shine pretty bright.

EQUAL OPPORTUNITY

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and independence of people with disabilities and is committed to giving them the same opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.

Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form. Reasonable accommodations may include scheduling adjustments, document dictation and beyond.

United States Pay Range: $217,000 - $271,500 USD