Service Operations Expert
We are seeking an experienced Service Operations expert to join our team. As a key member of our organization, you will be responsible for ensuring the smooth operation of our services.
We provide enterprise support and consulting for open-source analytics and data infrastructure platforms. Our customers run mission-critical, high-volume systems and rely on us to keep them fast, stable, and available.
Your primary focus will be on service operations, including SLAs and incident processes. You will design and maintain an on-call coverage plan that ensures all critical skills are available when needed. Additionally, you will own the incident management process for your accounts, prioritizing roles, communication cadence, escalations, and post-incident reviews.
You will also define key service metrics (e.g., MTTA, MTTR) drive improvements based on them. During major incidents act as incident lead/coordinator keeping engineers focused customer informed.