About the Job
We are seeking a seasoned professional to take on a challenging role as Service Operations Manager. This position requires a unique blend of technical expertise, leadership skills, and business acumen.
Key Responsibilities
* Design and implement an effective on-call coverage plan that ensures all critical skills are available 24/7.
* Oversight of incident management processes for customer accounts, prioritization, roles, communication cadence, escalations, and post-incident reviews.
* Definition and monitoring of key service metrics (e.g., MTTA, MTTR, SLA compliance) to drive improvements based on real-time data analysis.
* Serving as incident lead/coordinator during major incidents; ensuring clear communication with customers while focusing engineers' efforts towards efficient resolution.