We're looking for a skilled Service Operations Manager to take ownership of our service delivery operations, ensuring seamless support and maintenance for our enterprise customers. The ideal candidate will have experience in managed services, IT operations, or enterprise support roles serving external customers.
Job Responsibilities
* Develop and maintain on-call coverage plans to ensure all critical skills are available when needed.
* Owning the incident management process for assigned accounts, prioritizing tasks, communicating effectively with engineers and customers, and conducting post-incident reviews.
* Maintaining key service metrics (MTTA, MTTR, SLA compliance) and driving improvements based on data-driven insights.
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