Sr. Vice President of Technology - Infrastructure and Live Operations
Location: Seattle, WA, United States
Posted on: Oct 20, 2021
Profile
LivePerson is a founder-led company that was started in 1995 by Rob LoCascio. Rob invented web chat in 1997 and subsequently took the company public at the end of the dotcom era in April of 2000. Rob is the second longest serving public company tech CEOs and has grown the company to over $4BN market cap. In 2016, LivePerson made a major pivot into the conversational AI space by developing its powerful cloud-based platform called the Conversational Cloud. LivePerson has over 18,000 customers and 500 of the largest brands in the world like Amex, T-Mobile, HSBC, Citi, SiriusXM, Lowes, and Coinbase. LivePerson was named to FastCompany’s World’s Most Innovative Companies of 2020 list for the Artificial Intelligence category. LivePerson has also been named to Newsweek's Most Loved Workplaces list for 2021, ranking at 46 among the top 100 companies recognized for employee happiness and satisfaction at work. We hire the best and brightest in the tech industry and offer amazing opportunities to push your own limits for growth. We highly embrace innovation and experimentation. You’ll have the ability to work from anywhere with great benefits. Most importantly, you’ll have an ability to make an impact at work and with brands across the globe as we build the future with trusted Conversational AI together.
About This Role
We seek a strong technical leader to be our Sr. VP of Technology, Infrastructure, & Operations. In this role, you will work with our engineering community to define our iterative approach toward more resilient architecture. You will help our company deliver high-quality outcomes more quickly by shifting our culture and tools toward automated & continuous delivery (CI/CD). You will partner with other leaders to define the strategy and roadmap for how we shift our live operations into the public cloud. Along the way, you will modify and execute the strategy for how we manage resilient infrastructure, core services, and developer tooling that powers our private cloud operations in all environments (multi-region production, disaster recovery, and test environments). You will own incident management, problem management, and service ownership enablement for all LivePerson products, spanning our private cloud and public cloud infrastructure.
Your responsibilities will include:
- Leading a team of over 200 engineers, managers, contractors, and vendor contacts in a remote workforce distributed across the globe.
- Owning and executing the technical strategy through which we achieve the coveted “5 Nines” of availability for our private and public cloud infrastructure, core services, and developer tooling.
- Helping application owners understand their responsibilities in achieving the coveted “5 Nines” of availability.
- Defining and driving the strategy to enable service owners and your teams to gauge and act on how service health metrics evolve based on increasing traffic over time.
- Scaling your team and application teams through increased investment in systems and automations that enable smart people to achieve great outcomes with minimal effort.
- Driving transparency and improvement activities through blameless postmortems and iterative programs that focus on reducing the time humans spend operating and fixing our live operations infrastructure.
- Driving multiple high-profile program work streams spanning our infrastructure and product engineering teams, such as readiness for peak traffic events.
- Identifying trends and promoting solutions across multiple product areas by being an influencer around software architecture best practices, including supportability, scalability, performance, availability, maintainability, extensibility, and security.
- Using a Product Management mindset to reach out to customers and internal stakeholders, presenting and driving alignment around vision, creating a clear long-range roadmap, etc.
- Setting standards around patterns, frameworks, technologies, and processes to promote a simple and consistent approach across multiple types of services.
- Being a role model for LivePerson values of Trust, Customer Success, Innovation, and Equality.
Required Qualifications
- Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent training or work experience.
- 18 years of experience in running enterprise scale services in private and public cloud environments.
- Experience managing live operations for private cloud networks, databases, compute infrastructure, and runtime tooling (e.g. logging, monitoring, deployment systems).
- Experience in capacity forecasting & capacity management in both private and public clouds, including cost analysis for a multi-million dollar yearly budget.
- Experience maturing how engineering organizations manage reactive tech incidents.
Preferred Qualifications
- Experience driving large scale organizational transformation, including diverse, international, and geo-distributed teams.
- Experience supporting a microservice environment in both private and public clouds.
- Ability to collaborate across multiple teams and drive to success through influence.
- Ability to arbitrate technical discussions and make challenging calls (especially among an audience with diverse background and knowledge), and communicating those decisions to C-level executives.
- Ability to turn ambiguity into clarity with short-term actions and a long-term strategy.
- Experience managing indirectly through other managers.
- Experience managing external partners and sensitive customer-facing communication.
- Experience in hiring, training, and retaining a team of talented individuals from interns to VPs.
- Proven ability to work in a fully remote environment with people across the globe.
- Relevant certifications are a plus (e.g AWS Certification, Google Cloud Platform Certification).
- Solid understanding of the Google SRE operational model and the Service Ownership requirement definition including across the AWS Well Architected Framework pillars.
- Experience evaluating private & public cloud software services and an understanding of design for scalability, performance and reliability, in both private and public cloud environments.
- Experience evaluating architectures that scale with volume and are fault-tolerant.
At LivePerson, people from diverse backgrounds come together to do their best work and be their authentic selves. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
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