Netflix is the world's leading streaming entertainment service with over 270M paid memberships in over 190 countries enjoying TV series, documentaries, and feature films across a wide variety of genres and languages. Members can play, pause, and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.
The Netflix Animation Studios are creating amazing features and series for our viewers at a remarkable rate.. The artists to deliver this are also scaling to match the exponential growth of our animation content. Supporting these talented colleagues is the responsibility of the Animation Support Team, which focuses on enabling productivity, troubleshooting, and equipping our creatives with the tech needed to necessitate a creative environment. The N-Tech Experience team is a blend of highly technical talent with a love and devotion to incredible customer service.
The Manager of this team focuses on the vision and strategy for the team’s success in an ever changing environment. In addition, they focus on hiring and growing top industry talent. Blending technical excellence and outstanding customer service, the Manager is responsible for working with the many production teams to understand their technical needs and supply it in a scalable way.
Responsibilities:
As the team manager, you will be accountable for our animation support staff, who act as our frontline support for all technical requests and issues coming from the animation studios. These issues include but are not limited to: user onboarding / offboarding, Google app and SaaS administration, hardware deployment and break/fix, pipeline support/triage, and endpoint system management. You will ensure the team resolves requests with excellent customer satisfaction and provides the very best solutions for our Animation user base.
Animation studio and production IT support is a must.
Your core responsibilities will include:
Managing day-to-day operations (On-site and Remote Support) in a fast paced and dynamic environment.
Recruiting, hiring, and leading top talent.
Serving as both a technical and career leader to help increase team impact and maintain organizational health.
Stakeholder management with Animation production and development teams.
Collaboration with global studio technology partners.
Developing and reviewing key performance metrics and success criteria for the team.
Responsible for developing and implementing data-driven solutions to propel strategic plans of the organization and business forward.
Represent N-Tech globally, and understand other regions to identify new opportunities, and make informed strategic decisions. Entertainment Industry Experience:
5-10+ years within entertainment production technology including experience with production office applications.
Keen understanding of how technology is used in various creative workflows, including Art, Storyboarding, Animation, Production, Post-Production, VFX, and Editorial. Additional knowledge of production/post-production infrastructure configurations and architectures is desired.
Strong knowledge of Film & Animation Production roles and responsibilities and of the pressures of working in a creative, time-sensitive environment.
Understanding of the production stages, workflows, and dependencies.
Experience researching, designing and implementing changes to a production environment through roadmaps and keen interest in future technologies and their applicability. Management:
Proven experience in a management role within an IT support or Technology environment, having led a team of 7+ individuals. Managing Managers is a plus.
Experience with strategic organizational design.
Familiar with financial forecast management and budget planning.
Experience with mentorship, inclusion, and learning and development.
Designed strategic charters for long-term team visions.
Ability to lead through ambiguity.
Worked in operations and/or support spaces at scale.
Experience with recruiting, interviewing, and hiring processes.
Experience with performance management.
Strong partnership capabilities at varying employee levels, and in particular with other technical and engineering leadership roles.
Experience leading a dispersed team. Globally, a plus.
Experience and demonstrated capabilities with workforce and resource management.
Experience with tiered support structures, escalation matrices and management, and expertise in gaining insights from ticketing systems.
Familiarity with best practices for IT support processes, such as those outlined in ITIL, even if not formally implemented.
A proactive and customer-focused approach to IT support. Technical:
Mastery of skill within IT or Desktop Support/System Administration.
Demonstrated capability with System Engineering principles and how they apply to IT Support and service delivery.
Demonstrated ability to apply automation principles in a customer service environment.
Experience with fundamental networking/distributed computing environments; local and network-based user and group accounts and permissions.
Experience with analyzing trends and demands of various work streams and preparing your team to handle changes in work based on these demands.
Experience supporting Cloud and SaaS Applications, SSO, Google Workspace including Gmail, Calendar, Drive, Sites, and Groups.
Experience supporting users with virtual workstations in AWS and Teradici, including understanding of virtualized computing infrastructure.
In-depth knowledge of and the ability to perform advanced troubleshooting on Mac OS, Windows, Linux, Mobile OS, and various applications, including Office and Adobe software.
Knowledge supporting Animation tools (Nuke, Maya, Flix, etc), a plus.
Strong observational skills to identify, develop, implement improvement to our operations with sustainability, innovative user experiences, and deliver cohesive ideas around technology experience strategies and application design considerations.
Change management experience in rapidly changing global work environment. Additional Information
Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $190,000- $920,000.
Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here.
Netflix is a unique culture and environment. Learn more here.
We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.
