Job Title: Enterprise Support Operations Manager
Job Description:
About the Role:
* We are seeking an experienced Enterprise Support Operations Manager to lead our service operations.
* As a key member of our team, you will be responsible for designing and maintaining on-call and coverage plans, incident management processes, SLA metrics, and reporting.
Key Responsibilities:
* Design and maintain on-call and coverage plans to ensure critical skills are available when needed.
* Own incident management processes for your accounts, prioritizing roles, communication cadence, escalations, and post-incident reviews.
* Define and monitor key service metrics (MTTA, MTTR, SLA compliance) driving improvements based on them. Act as incident lead/coordinator during major incidents keeping engineers focused customers informed).
Service Operations & On-Call Coverage
We're looking for someone who can design effective service operations strategies that prioritize customer satisfaction while ensuring operational efficiency. The successful candidate must have experience in leading teams handling complex technical issues within strict time frames with excellent communication & organizational abilities at their core features.