Senior Manager, IT Support

WHAT YOU'LL BE DOING

This is an exciting opportunity to join the Digital & IT team at Philz!  As Philz continues to grow in retail store locations across our key markets, this role will be instrumental in developing and implementing tools and systems to support the IT Infrastructure. The Senior Manager of IT Support Bettering of Days by ensuring seamless processes and is responsive support of our IT infrastructure across all our retail stores, Home Office & Oakland Roasting Plant. This role works in partnership with all of our team members on-site at various locations to implement, troubleshoot and resolve IT infrastructure situations.

Lead IT support response and solutions for Philz retail stores, Home Office and Roasting Plant

• Establish and manage centralized ticket tracking system to identify and dispatch correct support for retail store hardware, software and networking infrastructure; home office hardware, software and networking infrastructure; roasting plant hardware, software and networking infrastructure
• Establish and manage systems access protocols and onboarding / offboarding processes across Philz

Manage vendors to ensure 24-7 store support coverage. Manage vendors as needed to ensure home office, roasting plant support coverage

• Manage third-party vendors to deliver new store IT setup and/or deliver store technology support and resolution for hardware and software
• Directly manage or outsource home office IT support, team member onboarding/offboarding, and on-site roasting plant support for manufacturing systems and hardware

Manage centralized ticket tracking to drive continuous improvement across our hardware, software and support strategy

• Create reporting and tracking to measure system performance
• Integrate third-party vendor ticketing into Philz ticketing system
• Support vendor management with ticket tracking, roadmap tracking

Create, implement and maintain technical and process documentation

• Document triage flows for help desk escalation, new store hardware requirements and setup processes in partnership with third-party vendors, onboarding and offboarding processes

WHAT YOU'LL NEED TO SUCCEED

• 5-7+ years of professional hands on experience managing production environments in GCP
• Previous experience in multi-unit, retail industry 
• Strong experience in configuration and release management
• Strong knowledge of programming languages such as PHP, Ruby, Javascript, etc.
• Knowledge of continuous delivery and continuous integration techniques and technologies (e.g. Gitlab CI, BitRise, Travis , etc.).
• 3-years of experience with containerization using technologies such as Kubernetes
• Expertise with monitoring, logging, security, data integrity, concurrency, and other issues and practices related to distributed systems
• Experience with caching strategies
• Experience with database configuration and performance tuning
• Strong understanding of network fundamentals (TCP/IP, HTTP, DNS, etc.)
• Takes performance into consideration at every phase of design and development.
• Experience with load testing, performance testing, penetration testing, and integration testing