Service Operations Manager
This is a hands-on role that requires close interaction with engineers and customers to ensure smooth service operations.
**Job Description:**
The Service Operations Manager will be responsible for designing and maintaining on-call and coverage plans, owning incident management processes, defining key service metrics, and driving improvements based on them. This role also involves creating SOPs, runbooks, and triage guides for SRE engineers, training first-line/SRE teams, establishing configuration management processes, leading regular service reviews and status calls with customers. Additionally,
this position requires working closely with Account Management/Sales on renewals, expansions, expectation management,
clarifying scope boundaries of paid change requests when additional work is needed.
* To deliver high-quality services to our customers we need someone who can identify areas of improvement in the way we handle incidents.
* A strong ability to analyze problems effectively would be an advantage
,
Knowledge sharing at all levels within the team maintains a culture of collaboration which ultimately contributes significantly towards achieving company objectives.
,• Experience working in 24/7 or extended-hours operations
• Hands-on experience with ITSM practices (incident/problem/change), ideally in an ITIL-inspired environment.
• A track record of creating or improving SOPs/runbooks/training first-line / SRE teams
• Experience maintaining configuration / environment data for customer systems..
Your exceptional communication skills have you able to communicate technical topics effectively
,with different stakeholders including internal team members alike.