Manager - IT Service

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Because you belong at Twilio

 

The Who, What, Where and Why

 

Twilio’s exciting and exponential growth has presented us with a need to grow our IT Services team in APAC. The team is responsible for creating, implementing, and supporting the technology and systems our employees use daily. Twilio employees are presented with amazing challenges that we're solving as we achieve our mission to deliver the world's wanted communications, and IT Services is no exception.

 

In this role, you will be responsible for managing the ITS team members in the Asian Pacific region.  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.

 

This position requires past hands-on experience, and the humility to still do what needs to be done and lead by example.  We are looking for someone with strategic experience designing robust solutions that scale, a penchant for solving tough technical problems, dedication to ensuring high-availability and a natural ability to fit into our dynamic, fast-paced culture.  

 

Who?

  • 2+ years of people management
  • 10+ years of overall IT experience
  • Extensive knowledge of ITIL Framework, with experience implementing ITIL best practices; ITIL Certification is a plus
  • Ability to recognize the right tool for the right situation/problem, equal weighting of both commercial and open-source solutions
  • The ability to take initiative, solve problems, make big decisions, take risks and communicate effectively
  • Experience in setting Key Performance Indicators for a Service Desk team, and managing the team to deliver on SLAs.
  • Experience managing user access controls in SAAS based systems.
  • Ability to thrive in a fast-paced startup environment while maintaining awareness of the larger organization
  • Superb communication skills, capable of explaining highly technical problems in "plain" English
  • Previous work experience in a quickly scaling business is a plus
  • Previous experience with ServiceNow is a plus
  • Ability to perform well and keep the team motivated under-pressure and tight timelines

 

What?

  • Live by and champion our cultural values, known as Twilio Magic
  • Manage the Twilio APAC IT Services team, including goal-setting, prioritization, maintaining team budget and project management  (Agile/Kanban experience preferred)
  • Partner and work with other IT Service managers throughout the globe 
  • Be a key leader in defining and delivering on Twilio’s longer-term technology Service Desk strategy, with a strong emphasis on security and scalability
  • Manage the team responsible for front line internal user support, including configuration, deployment and support of end user hardware, internal user onboarding and offboarding, as well as video and teleconferencing support.
  • Build relationships and gain insight into the many different offices in this part of the globe.
  • Develop robust and mature incident, event, and problem management procedures for the IT Services team.
  • Train end-users on best practices, new software and policies.
  • Spearhead IT projects and oversee their completion & success.
  • We're an agile, fast-growing company and this job description isn't meant to be a complete list of your qualifications or all of the things you'll do

 

Why?

 

As a senior member of the IT team you will have direct impact on Twilio’s ability to ensure all employees have the proper equipment and support. You will play a pivotal role in building out our IT functions in Bangalore and the APAC region. You will also play a role in training/mentoring and leading team members.

 

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications.  This role enables Twilio to continuing doing that by generating revenue and also enabling financial reporting as well as forecasting.

 

Twilio is truly unique; we are a company committed to your growth, your learning, your development and your entire employee experience.  We only win when our employees succeed and we're dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion and innovation and we want you and your ideas to thrive at Twilio. Come join us.  



Where?

 

This position will be located in our office at Bangalore, India. You will enjoy our office perks: catered meals, snacks, game room, ergonomic desks, massages, bi-weekly All Hands and more. What you will also get to experience is a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience,  understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves.

 

About us:

More than 2 million developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, and video by virtualizing the world’s telecommunications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.