Manager of Proactive Monitoring Team, Flexera
Network Operations Center
IT management solutions
Be an early applicant
IT management solutions
1001+ employees
Be an early applicant
1001+ employees
Company mission
To maximize the value of technology for the world's tech buyers and sellers.
Role
Who you are
- Passionate customer orientation and dedication
- At least 2 years of experience as NOC, Technical Support (2nd tier) or similar, preferably in global B2B-focused SaaS
- 2-5 years of experience as a Team Leader, managing people and operations
- Solid written, verbal, interpersonal communication, and customer service skills are needed to work successfully with customers in high-stress and/or ambiguous situations
- Aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment. Ability to follow standard engineering principles and practices. Creative approach to problem-solving
- Willingness to go the extra mile to get the job done within SLAs and customer commitments
- Comfort in a fast-paced environment where team success is encouraged
- Innovative mindset and enthusiasm for process improvement
- Good understanding of management practices and techniques
- Excellent leadership and interpersonal skills
- Experience with at least one Cloud provider (AWS, GCP, Azure)
- AWS Cloud Practitioner or Azure Fundamentals certifications preferred
- Familiarity with Container technologies (Kubernetes) preferred
- Bachelor’s degree in a technical area preferred (Engineering, Computer Science, IT/Information Systems, etc.)
What the job involves
- As a leader in our SaaS company, you will play a pivotal role in managing a junior team of cloud monitoring engineers
- Your primary focus will be to ensure that our B2B customers receive exceptional support in cloud infrastructure and financial operations (FinOps)
- Specifically, ensure maximum possible service availability and performance
- You will be a leader of a 24x7 NOC (Network Operations Center), proactive monitoring team responsible for ensuring the health, stability, and performance of production environments and customer-facing services by detecting issues early and preventing outages before they impact users
- Unlike reactive support, which responds after failures occur, proactive monitoring anticipates problems and takes preventive action
- You will lead and mentor junior team members as they ramp up their cloud skills, fostering their professional growth while maintaining high service delivery standards
- Your ability to coordinate effectively across different skill sets will enhance team collaboration and improve overall response times
- In this role, you will oversee complex technical issues, ensuring they are resolved efficiently and effectively
- You will also analyze metrics to identify trends, drive continuous improvement, and implement best practices within the team
- Your strong communication skills will be essential as you liaise with customers and internal stakeholders to ensure alignment and satisfaction
- Join us in delivering outstanding support and solutions to our customers while being part of a dynamic team at the forefront of FinOps & Cloud technology
- Be a part of a growing team with engagement levels above the top 10% industry benchmark and excellent employee retention
- Team Management: Lead, mentor, and develop a team of 6 cloud monitoring engineers, fostering a collaborative and supportive work environment. Attract diverse talent and cultivate an inclusive environment
- Deliver a 24/7 proactive monitoring service: While we have a global team, your NOC team will be required on occasion to work hours in the evening, weekends, and holidays that align with Flexera's global customer base (North America, EMEA, APAC). During weekends and holidays, your team will also provide front-line customer support while leveraging on-call support engineers as required
- Customer Satisfaction: Follow up with customers to gauge their satisfaction with problem resolution, identify technical support problem areas based on CSAT survey scores and feedback. Handle CTAs (Calls to Action) and implement corrective actions where needed
- Performance Monitoring: Track and analyze support metrics to evaluate team performance & goal attainment, identify trends, and implement strategies for continuous improvement. Complete performance reviews and goal-setting exercises within company deadlines
- Training and Development: Provide ongoing training and development opportunities for junior team members to enhance their technical skills, customer service capabilities, and career progression
- Process Improvement: Develop and refine support processes and best practices to enhance operational efficiency and service quality
- Cross-Functional Collaboration: Work closely with other departments, such as product management, engineering, and SRE, to action customer feedback and contribute to service improvements
- Escalation Management: Handle escalated customer issues with professionalism and urgency, ensuring customer satisfaction and resolution
- Documentation: Ensure that all support documentation, including runbooks/playbooks and troubleshooting guides, is accurate and up to date
- Customer Relationship Management: Build strong relationships with key clients, understand their needs, and provide tailored support solutions
- Strategic Planning: Contribute to the strategic direction of the global support team, aligning goals with company objectives and customer needs. Lead and participate in management-specific initiatives to improve the customer experience and employee engagement
Our take
Flexera is an IT solutions company for businesses looking to maximize the potential of their technology investments. Spun out of legacy company InstallShield dating back to 1987 and its leading software product Flexnet Manager, Flexera offers a range of solutions including IT asset management, IT visibility, and cloud migration.
It’s the latter that in the present day seems to be the most popular product from not only Flexera, but competitors too. Flexera was cited in the summer 2022 by Information Services Group as a global leader in hyperconverge infrastructure solutions (HCI) systems, that uses cloud computing as a basis for its build.
The company has been a shapeshifting entity on the market for decades now, with a flexible range of services that in 2023 include the Flexera One FinOps, a solution for the strengthening of cloud central teams. Flexera also saw a buyout by private equity firm Thoma Bravo to the sum of $2.9 billion in 2020. And since then has gone on acquisition spree of its own. Now the company boasts 50,00 customers worldwide and has offices across the globe.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Feb 2013
$15.6m
SERIES D
Sep 2010
$25m
SERIES C
Total funding: $62.1m
Company benefits
- Competitive pay
- Retirement and employee investment program
- Health and wellbeing
- Student loan debt relief and tuition reimbursement
- Competitive time off, hybrid work and new-parent support
- Connection through ERGs, giving and celebration
Company HQ
Addison Township, Itasca, IL
Leadership
Jim Ryan
(CEO & President)Jim has been at Flexera since 1998, joining the team as a Senior VP of International Sales & Operations. Since then. he has held a number of roles, becoming CEO in 2016. He is also the co-founder of the Do Great Thing Initiative.
Elizabeth Lages
(Chief People and Culture Officer)El joined Flexera in 2004 as a VP of Telebusiness and Channel Sales (North America), since then she has held a number of roles and became Chief People and CUlture Officer in 2021.
Chris B. Andersen
(CFO)Prior to joining FLexera in 2025, Chris served as the CFO at Acquia for 7 years. He was also a VP of Finance at Akamai Technologies for 6 years and a VP of Finance & Chief Accounting Officer at Progress Software for 1 year.
Becky Trevino
(CPO)Becky previously worked at Snow Software in Various VP Product roles until it was acquired by Flexera in 2024. Prior to this, she spent 6 years at Rackspace in various roles, including Senior Director of Product Marketing.
Brian Shannon
(CTO)Prior to joining Flexera in 2021, Brian was the VP of Platform Engineering at ServiceNow. He also held VP roles at GE HEalthcare and API Healthcare.
Share this job
View 12 more jobs at Flexera