Service Operations Manager
About the role:
Our team is looking for an experienced Service Operations Manager to take ownership of our service operations, ensuring high-quality delivery of support services to external customers.
The successful candidate will be responsible for designing and maintaining on-call and coverage plans, managing incident processes, defining and monitoring key service metrics, creating and maintaining SOPs, runbooks, and triage guides for SRE engineers.
They will also establish a configuration management process that keeps track of each customer's environment (platforms in use, clusters, regions), close information gaps by working directly with customers and engineers.
Additionally, they will be the primary operational contact for a set of enterprise customers. They will lead regular service reviews and status calls with customers presenting SLA performance and other relevant data.