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Network Operations Manager

Location: Toronto, ON, Canada   |    Type: Full Time   |    Min. Experience: Manager/Supervisor

What is SurfEasy?

SurfEasy is a fast-growing and innovative company providing easy-to-use solutions to protect the online privacy and security of users across the globe. We believe that everyone, regardless of technical ability, has the right to protect their online privacy.

Our cross-platform VPN applications have been installed millions of times and we are proud to be leaders in the VPN market. We have users in almost every country in the world, and we recently started to work with partners who have hundreds of millions of users. This is an amazing opportunity for us to scale our services accordingly and we are looking for a new, enthusiastic Operations Manager to join our effective and hardworking team.

We are looking for someone who is passionate about working in a high-growth company and is looking to flex their muscles in this challenging role. Our ideal candidate is someone who has past experience in a similar role and is up for a new challenge at our scale.  

You will maintain and improve the software to build and manage our worldwide privacy network. Our network is built on a globally distributed hybrid-private cloud (dedicated servers setup as a private cloud in over a dozen regions across the planet, as well as several public cloud providers) and uses leading best practices including automated server deployment.  Everything we do is at scale.

Does this sound like a fit for you? If so, read on.

What’s the Role?

Our secure VPN network is the heart of our product.  It is tightly integrated with our software clients and is the focus of much of our intellectual property.  Our mission is to create, deploy, and maintain full stack technology solutions behind all of SurfEasy’s services with a core focus on their availability, latency, performance, and capacity.

We are seeking a uniquely talented individual who can own end-to-end availability and performance of critical services and build automated solutions to prevent problem recurrence.  This involves working with dozens of hosting providers around the globe as well as analyzing the metrics across our platform and making sure everything is running at an optimal level.

This role is ideal if you have 3-5 years of experience managing a production platform, ideally at reasonable scale. Knowledge of operations related tools such as, Nagios, Puppet, Jenkins, Docker, and PagerDuty are ideal.

You will work closely with the strong and experienced DevOps team and with the CTO. Your goal is to deliver great results for services enjoyed by millions of users worldwide and be directly responsible for SurfEasy’s impressive uptime record.

You’ll have the opportunity to contribute to product enhancements and create unique intellectual property to better our product. In short you’ll be a critical part of SurfEasy’s operations and success.  

What You’ll Need:

Capacity Planning & Cost Management

  • Should have experience modeling and tracking costs for a network facility or platform
  • Optimizing overall costs for the platform
  • Liaison with the product team and key partners to get projected metrics
  • Basic coding skills are optional but beneficial

Managing support issues, incidents’ and uptime KPIs

  • Ability to manage the incident reporting process. Ensure that reports are generated and completed, all action items completed and that the key information communicated to stakeholders
  • Manage the key processes and workflows used by the operations team.  Should have experience finding the most appropriate way for a team to work
  • Ensuring that all issues are properly documented. Triage the priority of platform issues and ensure that items are resolved based on the associated severity

Security

  • Awareness of computer and industry security procedures and standards, ensuring best practices are followed

Team Management and workflow

  • Defining the key policies the team will follow, creating associated documentation and ensuring that the team is trained on the policies
  • Track the main KPIs for the platform, ensure that they are within targets and report them to the management team as required
  • Should be able to run standard status meetings as well as incident reviews.  
  • Able to engage and motivate a skilled and technically diverse team
  • Involved in evaluating the performance of team members to ensure that

Vendor selection and negotiation

  • Experience selecting hosting partners and/or bandwidth partners.  Should be able to define technical & cost requirements, evaluate proposals and negotiate final agreement.

General

  • The ideal candidate should have a technical background.
  • Strong people manager, providing day to day management direction, recruitment, coaching, development, feedback and performance/issue remediation.
  • You have incredibly high standards. You will accept nothing less than 99.99% uptime.
  • You believe in DevOps and can coach engineers to operate infrastructure.
  • History of releasing high quality software to production.
  • Expertise in problem solving and analyzing global scale distributed systems.
  • Proficiency in algorithms, data structures, complexity analysis and software design and/or expertise in Unix/Linux systems, IP networking, performance and application issues.
  • Detail-oriented and resourceful individual who work well under pressure.
  • BA/BS degree in Computer Science or related technical field, or equivalent practical experience.
  • Experience in one or more of Ruby, Go or Python is an added bonus.
  • Experience with Unix/Linux systems with scripting experience in Shell, Perl or Python is an added bonus.

Perks

  • Be a leader in a fast-growing consumer brand
  • Contribute to patentable technology development
  • Work alongside an amazing team in our downtown Toronto office
  • Enjoy free coffee, snacks of your choice and a fridge stocked with beer

Compensation

  • Full-time salary negotiated based on experience
  • Full benefits program with no waiting period

How to Apply

Send us a cover letter explaining why you’re right for SurfEasy.  Include a brief resume (just make sure it covers your achievements, experience and education).


 

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