CSNOC Technical Duty Officer

At PayPal, we’re laser focused on creating better ways for consumers and merchants to pay and get paid. Putting customers’ needs first, coupled with a “challenger” mindset, we’re redefining the payments category through product, marketing, and service delivery innovation. PayPal is not for everyone.

The CSNOC Technical Duty Officer (TDO) will be responsible to provide leadership for identifying and resolving global issues that affect Customer Service representatives within PayPal CS sites. This leader will interface with various teams across the globe, including RTM, WFM, CSTS, SWAT, IMDM, BCP Leaders, Executives, L3 Engineers, Support Engineers and Outsourcers Local IT. This position would be responsible to provide world-class support and issue resolution for over 13,000 PayPal Customer Service agents. The CSNOC TDO will guide global teams of engineers to resolve teammate tool issues and PayPal.com site side issues to successful completion within mixed captive and non-captive environments. * The CSNOC TDO will provide timely communication updates across the organization using Urgent Messages and email to various segments of the PayPal verticals, including IT, Business and Executive leaders. This candidate will possess strong communication skills, both verbal and written – and be able to clearly express problems in a manner consistent with the audience that they are communicating with. * The CSNOC TDO will prepare daily and weekly reports on teammate facing issues including application impact, GSD/CSTS ticket volume, call drivers, AHT and other critical metrics. These reports will be used to provide executive and supervisory staff visibility into the nature of issues and their impact on operational productivity. * The CSNOC TDO will help to proactively identify and implement innovative technology solutions to improve the division’s quality, productivity, and monitoring performance. The CSNOC TDO will work with globally aligned teams to cross-train engineers and support staff to understand and react to critical alerts from PayPal’s monitoring solutions. * The successful candidate will have a track record of working well with peers and leadership inside and outside of IT and operations; shaping IT and operational monitoring, communication strategies and making key decisions in an information-limited environment.Engineers and Outsourcers Local IT. This position would be responsible to provide world-class support and issue resolution for over 13,000 PayPal Customer Service agents. The CSNOC TDO will guide global teams of engineers to resolve teammate tool issues and PayPal.com site side issues to successful completion within mixed captive and non-captive environments.

* Minimum 4 years of Incident management experience in a service environment with more than 10,000 customers in multiple locations. * Minimum 2 years of experience in an ITIL framework environment with experience in incident and service management required. * Demonstrated experience driving innovation and process improvement initiatives required. * Knowledge and experience with Customer Service operations center, ticketing systems and or similar service management tools preferred. * Ability to work under pressure and within strict time constraints while working in a changing environment with continually changing direction and requirements. * Ability to communicate technical issues to business leaders as well as to communicate contact drivers to engineers (written and verbally). * The shift timings for this role will be Monday to Friday 1 AM to 9 AM CST.