The Internet is a big, busy place, and we at Yahoo! are proud to stand out in the crowd. As the world's number one Internet brand, servicing over a half billion people, we're determined to maintain our commitment to delivering news, entertainment, information and fun... each and every day.
In order to maintain our position as one of the world's most trafficked Internet destinations, we're always on the lookout for people with big ideas and big talent to help us provide our visitors with the innovative products and services they've come to expect from Yahoo!. We're looking for people like you.
How Big Can You Think?
We are looking for an individual to join the Customer Care Technical Operations team as an EMS engineer specialist. The team is responsible for the strategic direction, execution, and operation of all Customer Care systems worldwide. This individual will play a vital role in the design, operation, implementation and maintenance of several mission critical systems running in a 24x7x52 environment.
This is a unique opportunity to play a critical role in a global production environment, interacting with business and technical teams across the Yahoo! organization. You must be a solid team player, able to work flexible hours and do whatever it takes to get the job done. You should be very comfortable interacting with colleagues from all levels and groups across the Yahoo! organization.
The team is based in Sunnyvale but you will also be working with satellite teams in Asia and Europe to assist them with Email technology deployments.
You must be tech savvy and able to work alongside network engineers, database administrators, and developers, understanding the basic concepts and be able to relate to these teams in a way that allows you to successfully drive projects to completion. This is definitely a role where you get to wear many hats!
Responsibilities include:
* Primary ownership of production Email systems and related tools used to manage all customer communications in a 24x7x52 environment - this includes some dependency on external groups. These systems handle email volume for all US based properties volume for select high-value US properties, supported by agents located at numerous centers around the world.
*Leading Technical Operations efforts to implement new system enhancements, manage day-to-day administration tasks and system monitoring in order to maximize efficiency and system uptime. Examples of this would be designing and implementing a BCP environment, and add server monitoring scripts.
*Working with database, hardware, and network teams on new project initiatives geared to improve the system environments, addressing and resolving any technical issues, and developing ongoing system support strategies to ensure the stability of the environments.
*Working with Customer Care Operations to align this technology with operational needs to improve CSAT scores and provide a new channel of communication for Yahoo!'s premium customers.
*Assist content specialists in the creation and management of system content, such as users, queues, email addresses channels, and business rules.
*Lead efforts to deploy EMS solutions at future outsourcer locations and with new properties. Lead implementation activities with other Operations departments.
*24x7 availability for resolution of production system issues.
Minimum Job Qualifications:
* Experience with KANA Response 7.01 – 10.x.
*Team oriented project experience
* Exceptional communication skills
* Project management experience
* Excellent documentation skills
* Solid experience in Windows server administration
* SQL (Oracle focus)
* Working knowledge of web servers such as Apache and Microsoft IIS
* Advanced problem-solving and analysis skills, with an attention to detail
* Strong planning skills, with an ability to manage multiple priorities in a fast-paced environment
* Must exhibit self-organization, initiative and follow-up in carrying out assignments to completion
* Must be comfortable and understand the need for confidentiality where required
* Constantly looks to create and provide new information that helps in the day-to-day decision making process of the department
* Recognizes issues of critical nature quickly and works to a fast resolution
* 4+ years of relevant work experience in a multinational business environment and
*BA or BS in related field required. MS degree is preferred
Preferred Job Qualifications:
* Experience with data marts
* Basic Oracle database administration knowledge
*Experience managing vendor interactions.
*Programming experience, i.e. PERL, PHP, UNIX shell scripting
Technologies -
* Windows (all)
* Linux
* Secure CRT/Putty/WinSCP/Windows Remote Connectivity
* MS Office including Project
* MS Visio
*SQL * Plus
*IIS
*Kana Response, Reports, Forms
*Tomcat
*JReports
Yahoo! Inc. is an equal opportunity employer. For more information or to search all of our openings, please visit
http://careers.yahoo.com
To apply directly please go to:
http://careers.yahoo.com//jdescription.php?oid=17118
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