Technical Principal

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. 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 empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

Facebook is seeking a Tech Principal, India to assist in the Enterprise Engineering (EE) operations and application support in India. This position is responsible to lead all the EE services function from a technical perspective, build a 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 Field Operations Manager, India. This is a full-time position based in our Gurgaon, India.

RESPONSIBILITIES

  • Act as primary EE contact for direct users within the organization. Responsible for solving issues, driving enhancements, and improving support for all EE 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 EE escalations. Responsible for support and maintenance of the local server, network and telephony infrastructure
  • Establish strong relationships with EE 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 EE 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 EE 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 EE projects and initiatives. Drive communication and priority within the business and global teams to ensure constancy across the organization
  • Provide FDOB leadership
  • Prepare the office for new product/service releases and stay on the forefront of emerging industry practices, ensuring compliance with EE security and general controls
  • Evaluate how your customers are using EE 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 EE 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 offshore 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 EE 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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