Manager IT Systems - Hyderabad

Your Opportunity

New Relic is searching for a Manager to join our growing IT Support team. This role will report to the Senior Manager of IT Support and serve as a Manager to our growing team of highly skilled support team members.

The ideal candidate will possess exceptional leadership abilities, a high level of technical expertise, and excellent English communication skills. You will be responsible for troubleshooting complex technical issues, mentoring team members, and implementing IT solutions that enhance efficiency and performance.

Ideal candidates have proven experience managing in-office technical teams comprised of system administrators and tier 2/3 IT desktop and A/V support. Collaborating with the rest of IT leadership and our stakeholders, you’ll help design and be responsible for implementing our next generation of tooling and endpoint user experience.

Responsibilities

In this role, you will lead a team of IT Support Technicians passionate about IT and operational excellence.

This is a mainly office based role, which means you will work out of our Hyderabad office a minimum of three days per week (Tue/Wed/Thurs). You will also provide remote support to New Relic employees globally. Day-to-day responsibilities will include the following:

• Provide an IT leadership presence in office to IT Support staff and related escalations
• Partner with IT Leadership on OKRs and achieving team objectives
• Provide event & meeting support via Zoom
• Install, configure, and troubleshoot software packages, including operating systems desktop software, and custom applications
• Ensure accurate inventory of hardware assets
• Maintain a high level of service and support using JSM ticketing system
• Collaborate with external partners like Security and Facilities
• Participate in a global emergency on-call rotation

Your Qualifications

• 3+ years as a people manager or lead of a technical team
• 5+ years as an individual contributor on an IT operations or engineering team
• Deep expertise with SaaS applications (eg. Google Workspace, Okta, Zoom, Slack, JSM)
• Familiarity with generative copilot platforms (Moveworks)
• Network knowledge and troubleshooting
• Familiarity with JAMF Pro and CrashPlan
• Strong soft skills (eg. critical thinking, creative problem solving, leadership, etc.)
• Demonstrate empathy and a desire to provide a first-class end-user experience
• Exhibit passion and motivation for new technology and learning
• Demonstrate ability to work both independently and as a member of a team

Desired Qualifications

• Apple Certified Macintosh Technician (ACMT) certification
• Apple Certified Support Professional (ACSP) certification
• Google Workspace certification
• ITIL Certificate
• Google IT Support Professional certification
• Comfortable using a command line
• Familiarity with a scripting or coding language (Python, Bash, Javascript, Java)

We're looking for bold and passionate people to be a part of our mission to create more perfect software. We'd love to have you apply, even if you don't feel you meet every single requirement. What's most important to us is finding authentic and accountable people who feel connected to our mission and values, not just candidates who check off all the boxes.

We believe in empowering all Relics to achieve professional, and business success through a workforce model called Flex First. The Flex First model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or a combination of both.

Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics’ different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We’re looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.

If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to resume@newrelic.com.

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.

Our hiring process
In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers’ means that a criminal background check is required to join New Relic. We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.

Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy