Sustaining Engineering Director

Sustaining Engineering Director CA, Inc. (NASDAQ:CA), one of the world's leading independent, enterprise management software companies, unifies and simplifies complex information technology (IT) management across the enterprise for greater business results. With our Enterprise IT Management vision, solutions and expertise, we help customers effectively govern, manage and secure IT. Customers can evolve their IT operations from being reactive and focused only on technology to being flexible, adaptable and focused on serving the business. Today, CA, formerly known as Computer Associates, serves the majority of the Fortune 1000 companies, as well as government organizations, educational institutions and thousands of other companies in diverse industries worldwide.We are seeking a world-class Sustaining Engineering Director to lead our IT Governance team of development professionals at our office located in Redwood City, CA. The goal of the Sustaining team is to ensure high customer satisfaction with our released versions of software by solving our customer's business need through patches, service packs, enhancements and cross functional solutions. The Sustaining Engineering Director will have the responsibility and authority to develop the metrics, strategy, methodologies, tools, infrastructure, simple processes and efficient execution to meet the IT Governance overall goals. We are seeking a leader with demonstrated evidence of excellence and proven ability to manage customer escalations and a team of Development professionals. Opportunity - The Sustaining Engineering Director will have the opportunity to: * Direct work surrounding issue backlog, responsiveness, quality of service and customer satisfaction for the IT Governance product line * Manage multiple queues to meet service levels * Handle and resolve problematic customer and management escalations * Develop and define a structure and operating model for the group * Establish and track success criteria and metrics for the group * Act as internal quality control check for all Sustaining Engineering projects to ensure they meet client requirements * Ensure consistent use of common processes across all projects * Analyze current state and design of future state processes Responsibilities - The Sustaining Engineering Director will have the responsibility for and authority to: * Deliver high quality software fixes and enhancements on time to customers * Design the metrics to track Sustaining Engineering efficiency work history * Lead the architecture, design and implementation of Sustaining Engineering processes * Exercise judgment to identify and escalate customer issues to management Expected Qualifications - The Sustaining Engineering Director will have a demonstrated track record of excellence, experience and results to fulfill the above responsibilities. Specifically, we're looking for most of the following requirements: * Experience - Commitment to a career of Sustaining Engineering excellence and customer satisfaction with at least 10 years of Sustaining Engineering experience and 3-5 years of experience in a Development or Sustaining Engineering leadership role - Desire to organize the planning, development and implementation of new or improved methods, processes, tools, and systems - Ability to drive the development and coordination of appropriate processes and resources across teams * Expertise - Ability do define a vision and articulate the end state as well as the steps to get there - Familiarity with software development life cycles and agile programming methodologies - In-depth understanding of large complex software systems to repair defects, manage cross functional teams and understand varied customer deployments * Personal Qualities - Clarity and precision in verbal and written communication - Ability to work with customers, developers, documentation, product management, support staff - Ability to learn new skills quickly as neededThere's never been a better time to join CA. We're a dynamic company with a strong vision in a growing global market. At a time when customers are demanding more and more from their technology, we're changing the way the world manages IT, to help customers better perform, compete and grow. That's why the majority of leading companies across industries worldwide use our software. It's also why you'll find a wealth of opportunities for important and rewarding work. Come to CA and build the career you want.We offer competitive salary, company-sponsored premium Medical/Prescription & Dental Plans, company-paid Holidays, Vacation, Personal and Sick Days, 401(k) Plan, Employee Stock Purchase Program, Education/Training Reimbursement, Charitable Gift Program, Adoption Assistance Program, and Veterinary Care Insurance. To learn more about CA and this opportunity, we welcome you to visit our web site at www.ca.com EOE/AA ~m~ Location:   Redwood City, CA 94059 Status:   Full Time, Employee Job Category:   Engineering Career Level:   Executive (SVP, VP, Department Head, etc) Reference Code:   10376   Learn more about CA