Job Title: Enterprise Support Operations Manager
Description:>
About Us
We provide enterprise support and consulting services for open-source analytics and data infrastructure platforms. Our customers rely on us to keep their mission-critical systems fast, stable, and available. We're a small team of experts working across multiple time zones, supporting 100+ customer environments with SLAs ranging from advisory support to 24/7 incident coverage.
Role Overview
* Own the incident management process for your accounts.
* Design and maintain an on-call and coverage plan that ensures all critical skills are available when needed.
* Define and monitor key service metrics (e.g., MTTA, MTTR, SLA compliance, backlog health) and drive improvements based on them.
* Act as incident lead/coordinator during major incidents.
SOPs & Runbooks
The role involves creating/maintaining SOPs/runbooks for SRE engineers covering common incidents/types. It also requires training/coaching first-line/SRE teams so they can confidently handle initial triage/basic troubleshooting/clear communication.