Field Technical Principal

(Gurgaon, India)

Facebook’s mission is to give people the power to share, and make the world more open and connected. Through our growing family of apps and services, we’re building a different kind of company that helps billions of people around the world connect and share what matters most to them. Whether we’re creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to make the world more open and accessible. Connecting the world takes every one of us—and we’re just getting started.

Facebook is seeking a Field Tech Principal, India to assist in the IT operations and application support in India. This position is responsible to lead all the IT services function from a technical perspective, build strong relationship with business stakeholders and support the business on a daily basis. The ideal candidate is a highly motivated individual with strong ability to thrive in a fast paced, high-pressure environment with technical experience, a strong sense of ownership and a team player. This role will report to the IT Manager, APAC. This is a full-time position based in our Gurgaon, India.


  • Act as primary IT contact for direct user within the organization. Responsible for solving issues, driving enhancements, and improving support for all IT related functions: operational support, application support, and service delivery
  • Provide direct user support and administration for Facebook’s corporate resources, tools and applications and driving performance
  • Effective management and prioritization of all IT escalations. Responsible for support and maintenance of local server, network and telephony infrastructure
  • Establish strong relationships with IT Service owners (helpdesk, logistics, AV/VC, Event Operations, Corporate Networking, Infrastructure, SalesApp support) and the business (Sales, Marketing, Engineering, HR and Finance etc.)
  • Provide data driven advice to IT service owners and leads when it comes to regional business trends and needs. Identify trending issues, gaps in process or standards, and shares with cross functional teams
  • Gather business insights on where IT can drive more business impact
  • Management of vendor/supplier relationships in the developing and maintaining service level agreements and ongoing management of service level compliance and assist in driving the support knowledge base
  • Develop, coordinate and lead local and worldwide IT projects and initiatives. Drive communication and priority within the business and global teams to ensure constancy across organization
  • Provide FDOB leadership
  • Prepare the office for new product / service releases and stay on the forefront of emerging industry practices, ensuring compliance with IT security and general controls
  • Evaluate how your customers are using IT toolsets
  • Identify gaps and plan for appropriate training

Minimum Qualifications

  • Fluent in English
  • Bachelors’ degree in MIS, CIS or equivalent technical work experience is needed
  • 5 years’ experience in support & troubleshooting Windows & Mac OS platforms (Mac OSX 10.7+, Windows 7 or above) including mobile devices running Apple iOS & Android OS flavors
  • 5 years of demonstrated technical depth and experience in supporting one or more IT infrastructure areas such as Networking, Firewalls, Load Balancers, Active Directory, LDAP, DB fundamentals, and backup / storage
  • 5+ years’ experience in advanced user facing support position(s)
  • Manage issue resolution including prioritization on time sensitive problems and escalations with corporate
  • Experience dealing with off shore resources including 3rd party support vendors
  • Synthesize business and technical needs across location and drive solution delivery
  • Strong business acumen and working knowledge of applications/business processes
  • Dedicated, passionate and experienced in growing / scaling an IT organization, keeping pace with Facebook’s explosive growth
  • Ability to work proficiently with minimal daily guidance and bring mature seasoned skills when working with production systems

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