We're seeking a seasoned Service Operations Manager to oversee our service operations:
* Create and maintain SOPs, runbooks, and triage guides for SRE engineers.
* Develop on-call and coverage plans that ensure all critical skills are available when needed.
This is a hands-on role where you'll be close to real incidents, engineers, and customers. You'll design incident management processes for your accounts and define key service metrics (e.g., MTTA, MTTR).