Implementation Engineering Manager - Pune

At Keywords Studios we are using our passion for games, technology and media to create a global services platform for the video games and entertainment industries. Our aim is to become the “go to” provider of technical and creative services across a variety of service lines, enabling leading content creators and publishers to leverage our expertise across the lifecycle of interactive content.

Keywords Studios is trusted by many of the world’s leading video games and entertainment companies to work alongside them from concept and development through to live operations, by leveraging the breadth and depth of our industry leading service lines. We work alongside our clients as an external partner, providing access to specialist teams where and when needed, and enabling them to remain lean, agile and focused on creating engaging experiences.

People at Keywords Studios are passionate, talented, committed and resourceful. Human talent is our most valuable resource and, as a business, we thrive on diversity, celebrate uniqueness and work together across 70+ facilities in 26 countries.

Helpshift is a Keywords Studios company and a leading AI-first customer service platform used by some of the world’s largest games, digital entertainment, and consumer technology companies. Helpshift enables businesses to deliver scalable, intelligent, and human-centric support experiences through conversational AI, automation, and live agent tooling, supporting millions of end users globally. We are looking for an ambitious, experienced, driven & solution orientated individual that thrives in a fast-paced, cutting-edge, technology-driven environment to lead our Implementation Engineering team.

Keywords Studios is privately owned by an investor group led by EQT, together with Canada Pension Plan Investment Board and Temasek.

See www.keywordsstudios.com and www.helpshift.com for further information.

Responsibilities:

• Oversee the design, development, testing and deployment of our custom solutions across the team
• Partner with the project managers, solution architect, account management, customer success managers and technical account managers to gather requirements and translate them into infrastructure solutions
• Work with the product and engineering teams when assessing and creating jointly developed solutions involving in-product and custom development.
• Guide the team on development of their projects ensuring security and compliance
• Identify opportunities to streamline processes, enhance reliability, reusability, and improve performance across the infrastructure ecosystem
• Experience in Infrastructure-as-Code (IaC) using Terraform, CDK, or Pulumi
• Experience with CI/CD pipelines for Cloud Deployments
• Experience developing custom automation (Lambda Functions/ Azure functions)
• Efficient with programming languages (Python, JavaScript, bash, powershell, C#)
• Managing code repositories and performing peer code reviews for each team member
• Proven success utilizing agile development methodologies to efficiently deliver robust solutions while consistently meeting client deadlines.
• Assist with proof of concepts for strategic and enterprise customers
• Work side-by-side with customers to design, diagram and document complex integrations or proof of concepts then build and deploy said designs.
• Ensure completion of documentation, training guides, and other customer-facing content.

Requirements

• 5+ years of experience managing and leading engineering and operations teams in complex enterprise environments.
• Demonstrated experience developing and implementing technical solutions and process changes in highly complex infrastructures, including collaboration with solution architects, engineering teams, and customer success teams.
• Proven ability to prioritize, plan, and execute multiple projects in parallel while supporting a production environment.
• Proven experience translating ambiguous customer requirements into actionable technical solutions
• You are proficient with any of:  C#, Node.js, Powershell or Rust
• You are proficient with deploying cloud solutions on AWS or Azure (preferred)
• You are familiar with technical SaaS concepts such as SDKs, APIs and cloud computing
• You are exceptionally organized and a project manager at heart
• Understanding of Object Oriented Programming concepts
• You value performing tasks as efficiently as possible and you dislike seeing mistakes repeated
• You have excellent communication skills and are comfortable leading meetings with customer executives and analysts alike
• You are proficient in the entire G-Suite and can perform data analysis tasks including generating pivot tables and writing complex formulas in Sheets/Excel
• You are curious about complex systems and a natural problem solver

Benefits

• Hybrid setup
• Family Medical Insurance Cover
• Life Insurance
• Daily Meals - onsite
• Reimbursable Flexible Benefit

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status

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5+ years of experience managing and leading engineering and operations teams in complex enterprise environments. Demonstrated experience developing and implementing technical solutions and process changes in highly complex infrastructures, including collaboration with solution architects, engineering teams, and customer success teams. Proven ability to prioritize, plan, and execute multiple projects in parallel while supporting a production environment. Proven experience translating ambiguous customer requirements into actionable technical solutions. Proficient with C#, Node.js, Powershell or Rust, and deploying cloud solutions on AWS or Azure. Familiarity with technical SaaS concepts such as SDKs, APIs and cloud computing. Excellent communication skills and comfortable leading meetings with customer executives and analysts.