Senior Manager – Operational Readiness

TITLE: Senior Manager – Operational ReadinessDEPARTMENT: Product EngineeringREPORTING TO: Director, Operational Readiness
TYPE: Full - time, Hybrid
Overview

The goal of Operational Readiness is to produce best-in-class technical documentation to enable product launches, feature and functionality updates, prepare products for go to market, drive strategic solutions, and customer use of IPC’s products. The Operational Readiness Manager leads and supports cross-functional collaboration with development teams to ensure accurate and timely input of supporting information and that all information is integrated and methods of end user distribution is achieved. The Operational Readiness Manager provides strategic direction to the technical publication team, including management of the technical writers, setting priorities, establishing timelines, process controls and compliance oversight. This role leads and contributes to delivering quality product documentation, manages the CMS and participates and oversees the Agile lifecycle while acting as the advocate for technical content throughout IPC. The role also includes management of the Operational Readiness Lifecyle, tracking of product milestones against delivery dates, and holding weekly status meetings.

Job Responsibilities

•    Manages the Technical Publication teams responsible for the preparation, production, and release of operation, installation, maintenance, troubleshooting and technical specifications content for end user documentation for use by customer technical staff, field service technicians, technical support teams, and other related users.
•    Responsible for talent acquisition and development for Technical Publication team, which includes hiring, training, and development of staff, conducting performance reviews, and providing necessary metrics, and KPI’s to management.
•    Establishes priorities and oversees schedules to ensure timely delivery of documentation.
•    Works cross-functionally with Product Management, R&D Engineering, Operations, and other groups to address documentation requirements across all products.
•    Assists in defining standards, templates, style guides, product hierarchy and glossaries as needed to meet evolving business needs.
•    Write topic-based documentation for IPC’s latest system, which includes hardware, software and networking components, using Development documents, system demos, interviews with subject matter experts, and hands-on activities. 
•    Write technical documentation such as API reference manuals, user guides, implementation guides, developer guides, and more for external and internal customer, user, developer and implementation audiences with best-practice workflows, and examples.
•    Illustrate technical documentation with photographs, drawings, diagrams, and screen captures as required.
•    Facilitates technical reviews with Product Management and R&D Engineering to support product releases while reviewing and revising initial draft material with input from stakeholders.
•    Test and update procedural material against developing versions of the product.
•    Understand revision control and content management to be able to coordinate work with multiple authors. 
•    Produce deliverables in multiple formats (PDF, HTML, EPUB) for multiple audiences.
•    Manage CMS including relations with provider, support team, upgrades, and enhancements.
•    Attend all Development related meetings to properly plan and align resources.  

Experience and Skills Requirements

•    A four-year degree in a related field (Communications, English, New Media, Computer Science, Engineering).
•    Five or more years of technical writing experience in a development environment, managing resources, documenting products that include both hardware and software components.
•    Experience writing documentation for a developer audience.
•    Knowledge of server-oriented architectures and web platform applications with the ability to interact with engineers with APIs and REST services topics.
•    Demonstrated excellence in writing clearly and concisely for multiple audience levels on highly technical topics.
•    Experience producing documentation in a structured environment that includes a content management system and multiple delivery outputs.
•    Experience with DITA and using one or more of the following XML editing tools: XMetaL, oXygen XML Editor, IXIASOFT, SDL, or equivalent.
•    Experience forming documentation strategy regarding re-use and DRM modeling under DITA guidelines. 
•    Knowledge/experience with the following areas:
•    Server hardware, firmware, software, and/or software system administration
•    UNIX, Linux, and/or Windows operating systems
•    Telephony, especially VoIP telephony
•    Networking hardware and/or software
•    Ability to create technical illustrations using photographs, drawings, diagrams, and screen captures.
•    Flexible and independent, with excellent interpersonal and communication skills.
•    Experience creating rich media deliverables, such as audio, video, graphics, and animation a plus.

PLEASE SUBMIT YOUR CV IN ENGLISH 

What’s in It for You?  

At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees.  

In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:  

• Competitive Base Salaries and Performance Bonuses 
• Private Health Insurance + Sodexo Transport Pass + Sodexo Restaurant Pass 
• 22 Holidays per Year Plus Public Holidays 
• Additional Time off for Charity Work and Volunteering 
• Tuition Reimbursement 
• Certification Bonus Program 
• Access to “IPC University” our Internal E-Learning Platform 
• Access to LinkedIn Learning 
• Structured Onboarding Training and Peer Mentor Support 
• Wellness Program 
• Employee Referral Scheme 

Further information about your benefits will be provided during your onboarding process. 

Additional Information: 

At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs.  

Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC. 

You can explore more about our culture, offerings and commitment to living our Core 4 values, on www.ipc.com/careers/ and www.ipc.com/about-us/about-ipc/. 

IPC’s Diversity Statement: 

“The IPC work culture is one that fosters inclusion, prioritizes diversity and collaborates with our local communities. Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness. We encourage all team members to actively support our commitment to join in a celebration of social equality and justice, with a focus on actions that improve our firm and communities”  
– Bob Santella, Chief Executive Officer