Lead, Techincal Support

Location
Washington, DC
Posted
Jul 21, 2022
Closes
Aug 22, 2022
Ref
JR-90273786
Hours
Full Time
Job Description

Motivation
  • You have a passion for Newsroom support and working with journalists in a 24/7 news cycle.
  • Your excellent customer service and leadership skills will help you to be successful.
  • You are interested in new technologies as well as taking time and patience to understand and support legacy environments.

Role
  • This role is a divided in several parts:
    • Manager SOC (overnight team)
    • Lead subject matter expert (SME) for the Methode print system.
    • Help with Publishing Support day-to-day duties.

Responsibilities
  • Lead and mentor SOC team. Goal is for SOC to become more proactive and effective for the different engineering teams.
  • Define and execute on performance metrics within the SOC team.
  • SME on Methode print set-up and workflows. Execute changes on a dime according to business (Newsroom and advertising needs).
  • Respond to and resolve complex user inquiries including off hours.
  • Take over and maintain key Methode CMS API - input/output feeds and channels. (OM, MIS, MSS, Custom integrations).
  • Serve as key contact for non-newsroom WaPo Methode stakeholders (advertising, publishing systems).
  • Serve as key contact between WaPo and Print CMS SaaS provider - EidosMedia.
  • Support product management to execute on product roadmap.
  • Mentor/support and provide documentation for other Publishing Support members to resolve complex print and workflow set-up and configuration issues.
  • 24/7/365 on-call rotation required.


Required skills
  • 5 + years' experience - Team leadership (Lead, coach, mentor SOC overnight team). Performance management experience.
  • 8 + years' experience - Install, config and support CMS solutions in news media companies.
  • 5 + years' experience - Coach, train end users on Publishing apps.
  • 5 + years' experience - End-to-end publishing workflow experience in large news media companies.


Optional skills - would be a plus
  • Knowledge of EidosMedia Methode CMS - specifically print set-up.
  • Project management experience.
  • Basic coding language background, e.g. Python, Java, JavaScript, Shell
  • Familiar with any of the following search, monitoring, alerting and analytical tools: Datadog, Cloudwatch, Splunk, OpsGenie, Catchpoint, Soasta, NewRelic, Nagios, Cachethq, Grafana.
  • Familiar with FingerPost Information Processor (FIP)


The Post strives to provide its readers with high-quality, trustworthy news and information while constantly innovating. That mission is best served by a diverse, multi-generational workforce with varied life experiences and perspectives. All cultures and backgrounds are welcomed.

The innovation doesn't end in the Newsroom - dozens of teams power The Washington Post. We are now hiring the next innovator - how will you Impact Tomorrow?

#washpostlife