Job Title: Service Operations Manager
Job Description:
At the core of our business lies the ability to deliver exceptional service operations. As a Service Operations Manager, you will play a critical role in ensuring that our customers receive top-notch support and solutions.
The ideal candidate will possess a proven track record in managing service operations, with a strong focus on incident management, configuration management, and customer communication. You will be responsible for designing and maintaining on-call and coverage plans, owning the incident management process, defining key service metrics, and driving improvements based on them.
In addition to these responsibilities, you will create and maintain SOPs, runbooks, triage guides for SRE engineers covering common incident types operational tasks. Training first-line/SRE teams so they can confidently handle initial triage basic troubleshooting clear communication escalating only when needed.
Key Responsibilities:
* Designing implementing an on-call coverage plan ensures all critical skills are available when needed (initially weekdays evolving full 24/7 where required)
* Owning managing incidents escalated by customers focused resolving issue timely manner possible minimizing impact disruption services provisioned.
* Creating maintaining runbooks effective enable first-line engineers quickly resolve issues contained manage repetitive tasks improving efficiency handling increased volume tickets remaining same quality expectation set forth company standards.
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