Project Delivery Manager overseeing commissioning for industrial generators at Generac, a leader in energy technology. Managing project scope, execution, and team collaboration across multiple sites.
About the role
- IT Manager leading day-to-day support for Billing Services platform at Genesys. Overseeing a team responsible for monitoring and incident management with a focus on customer impact.
Responsibilities
- Lead and manage a global team of Billing and Revenue engineers responsible for 24x7 monitoring, incident management, and operational support, including quarter-end and year-end activities
- Own the operational health, stability, and availability of billing platforms and integrations through proactive monitoring, alerting, performance tuning, and capacity planning
- Serve as the technical escalation point for complex billing incidents, production issues, and data discrepancies, driving root cause analysis and permanent resolution
- Coordinate incident response and communications for billing-impacting events, ensuring timely, accurate, and empathetic engagement with external customers, Support teams, and internal stakeholders
- Partner closely with Engineering, Product, Billing Systems, and Revenue teams to support releases, system changes, and production readiness
- Establish and maintain runbooks, standard operating procedures, on-call processes, and operational metrics to improve consistency, response times, and service quality
- Drive continuous improvement through post-incident reviews, automation initiatives, tooling enhancements, and reduction of recurring issues
- Ensure operational processes meet SOX, audit, and data integrity requirements, with strong change management and access controls
- Foster a high-trust, resilient team culture focused on accountability, continuous learning, and customer-first outcomes
Requirements
- 8 or more years of experience in IT production support, including leadership of technical support or operations teams
- Strong technical expertise supporting billing, subscription, or revenue systems within complex, integrated SaaS environments
- Hands-on experience with incident management processes, monitoring tools, log analysis, and troubleshooting distributed systems
- Demonstrated ability to lead through high-pressure, customer-impacting incidents with calm execution and clear decision-making
- Exceptional written and verbal communication skills, with the ability to explain complex technical issues to non-technical and external audiences with empathy
- Proven experience partnering across Engineering, Finance, Product, and Customer Support to resolve issues and improve operational outcomes
- Experience building and maintaining operational documentation, metrics, and support processes
Benefits
- Competitive base salary and performance-based incentive programs
- Comprehensive health, dental, and vision coverage
- Employer-supported retirement and savings programs
- Paid time off, company holidays, and flexible work arrangements
- Employee assistance programs and mental health resources
- Learning and development opportunities to support career growth
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