Twilio Hiring for IT Services Manager at Bengaluru, India Full Time

See yourself at Twilio

Join the team as our next IT Services Manager L4

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide (https://customers.twilio.com/) build better applications and customer experiences.

Although we’re headquartered in San Francisco, we have presence throughout Europe, Asia and Australia. We’re on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion (https://www.twilio.com/company/diversity) wherever we do business. We employ thousands of Twilions worldwide, and we’re looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to help manage ITS team members. You will provide direction and mentorship to them during this fast growth period of Twilio. Responsibilities will include oversight of a heterogeneous end user environment consisting of Mac, Windows and Linux end users.

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Responsibilities

In this role, you’ll:

• Support employees’ needs and provide world-class service with empathy, knowledge-sharing, and timeliness

• Help hire, coordinate training, and develop IT Support Specialists

• Organize, plan, and coordinate everyday activities with project work

• Allow for diverse voices and backgrounds to be heard

• Monitor and help maintain the team’s aggressive Service Level Agreements (SLAs) including

• Working on root causes as to why SLA’s are not being met

• Implementing solutions & training to fix those issues identified

• Mentor L3 Managers globally enabling them to drive SLA’s on a Weekly / Monthly / Qtrly basis

• Help drive solutions in creative ways so Twilions can do their best work

• Identify problems and see that they are addressed in a timely manner while still driving a high level of customer service

• Assist in creating and maintaining documentation on IT Services policies, procedures and user support

• Assist with deploying IT solutions that will scale with our product adoption, employee count, and physical footprint

• Establish and build relationships within Tech Services and cross-team partners

• Manage any escalation and or outages that may arise including but not limited to:

• Helping to work on communications to wider Twilio teams

• Working on finding the Root Cause and implementing solutions to ensure issues do not repeat

• Ensuring offices within your region are provided with the best possible customer service & assisting with any office expansion and or move

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• BS degree in Computer Science, IT, related engineering discipline or equivalent years of experience

• 4-6 years experience supporting business technologies

• 1+ years experience managing people/teams that deliver IT Support Services

• Passionate about technology and customer service

• Comfortable in a heavy Apple ecosystem

• Excellent troubleshooting skills

• A great communicator whether through written text, verbal language, or interpretive dance

Desired:

• Familiarity with JAMF / Network basics / Okta architecture / Snow

• Ability to travel between office locations in the region as needed

Location

This role will be based in our Bengaluru office.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call Twilio Magic (https://www.twilio.com/company/values) . Additionally, we empower employees to build positive change in their communities (https://www.twilio.org/impact-fund/) by supporting their volunteering and donation efforts.

So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn’t what you’re looking for, please consider other open positions (https://www.twilio.com/company/jobs#open-positions) .