Service Operations Manager
We are seeking an experienced Service Operations Manager to take ownership of our service operations. This is a hands-on role that requires close collaboration with engineers, customers and other stakeholders. You will be responsible for designing and maintaining an on-call and coverage plan, owning the incident management process for your accounts, defining and monitoring key service metrics, creating SOPs runbooks triage guides, configuring systems and environments track customer information gathering configuration data during incidents proactively closing information gaps working directly with customers staff supporting technical teams coordinating engagements deliver solutions in matrix environment effectively train onboard new engineers joining support delivery ensuring reach productive independent state quickly safely.
You'll have 6-12 months to ensure on-call coverage predictable sustainable engineers know when they're on what's expected first-line/SRE handle a meaningful share of incidents without escalation using well-maintained runbooks you can open a customer's configuration accurate picture use it during incidents planning SLA incident metrics tracked reported discussed regularly with customers internally.”],