Job Title: Enterprise Support Specialist
We're seeking an experienced Service Delivery Manager to oversee our enterprise support operations. The ideal candidate will have a proven track record of managing service delivery teams, ensuring seamless incident resolution, and maintaining strong customer relationships.
About the Role
* The primary responsibility is to design and implement on-call and coverage plans that ensure all critical skills are available when needed.
1. Manage incident management processes for assigned accounts, including prioritization, escalation procedures, communication cadence, and post-incident reviews.
Responsibilities:
1. Design and maintain SOPs, runbooks, and triage guides for SRE engineers covering common incident types and operational tasks.
* Create training programs for first-line/SRE teams to handle initial triage, basic troubleshooting, clear communication.
Ideal Candidate Profile
|Candidates should possess the following qualities:|