Job Description:
Service Operations Expert
We are seeking an experienced Service Operations Expert to manage our service operations, ensuring seamless delivery of support and consulting services to our customers.
The ideal candidate will have a proven track record in service management, with expertise in incident management, ITSM practices, and configuration management. They will be responsible for designing and maintaining on-call coverage plans, owning incident management processes, defining key service metrics, and driving improvements based on them.
In this role, you will work closely with engineers and customers to ensure effective communication and coordination. You will also be responsible for creating and maintaining SOPs/runbooks/triage guides for SRE engineers and training/coaching first-line/SRE teams.
This is a hands-on role that requires strong technical knowledge of cloud systems/distributed systems/data platforms. The successful candidate will have experience working in small remote teams across multiple time zones.
Responsibilities: