Service Delivery Manager - Enterprise Support
We are seeking a seasoned Service Delivery Manager to oversee our service operations, ensuring seamless delivery of enterprise support and consulting services for open-source analytics and data infrastructure platforms.
1. Service Operations:
* Design and maintain an on-call coverage plan to ensure all critical skills are available when needed.
* Own the incident management process for accounts, prioritizing roles, communication cadence, escalations, and post-incident reviews.
2. SOPs & Runbooks:
* Create and maintain SOPs, runbooks, and triage guides for SRE engineers covering common incident types and operational tasks.