Service Operations Manager
About the Role
* We are looking for an experienced Service Operations Manager to take ownership of our service operations, including SLAs and incident processes, on-call and skills coverage, SOPs and first-line/SRE enablement, configuration management, SLA metrics and reporting, and coordination between customers and our engineering teams.
This is a hands-on role where you will be close to real incidents, engineers, and customers. You will design and maintain an on-call and coverage plan that ensures all critical skills are available when needed. You will own the incident management process for your accounts, define and monitor key service metrics (e.g., MTTA, MTTR), act as incident lead/coordinator during major incidents.