Job Title:
Enterprise Service Manager
----------------------------------- About the Company
We provide world-class, enterprise-level support and consulting services for data infrastructure platforms. Our customers rely on us to keep their high-volume systems fast, stable, and available.
----------------------------------- About the Role
We're looking for an experienced Service Delivery Manager to take ownership of our service operations: SLAs and incident processes, on-call and skills coverage, SOPs and first-line/SRE enablement, configuration management, SLA metrics and reporting, and coordination between customers and our engineering teams.
This is a hands-on role where you'll be close to real incidents, engineers, and customers. You'll design an on-call plan that ensures all critical skills are available when needed. You'll own the incident management process for your accounts: priorities roles communication cadence escalations post-incident reviews key service metrics drive improvements based on them act as incident lead coordinator during major incidents keeping engineers focused customers informed.
Create maintain SOPs runbooks triage guides SRE engineers covering common incident types operational tasks train coach first-line/SRE teams confidently handle initial triage basic troubleshooting clear communication escalate only when needed continuously refine documentation based on real incident experience feedback establish run configuration management process track customer's environment platforms clusters regions configs access monitoring key contacts proactively close information gaps work directly with customers engineers ensure configuration information available trustworthy during incidents new engineer onboardings.