About us
Job Description:
We are seeking an experienced Service Delivery Manager to lead our service operations. As a key member of our team, you will be responsible for designing and maintaining on-call and coverage plans, owning the incident management process for your accounts, defining and monitoring key service metrics, acting as incident lead/coordinator during major incidents, creating and maintaining SOPs/runbooks/triage guides for SRE engineers, training/ coaching first-line/SRE teams, establishing/configuring a configuration management process that keeps track of each customer's environment.
Key Responsibilities:
* Service Operations & Incident Management:
o Design/maintain on-call/coverage plans to ensure all critical skills are available when needed.
o Owning the incident management process including prioritization/communication escalation post-incident review.
1. SOPs Runbooks Triage Guides Training Coaching Configuration Management:
2. Create maintain SOPs runbooks/triage guides covering common/incident types operational tasks train/coach first-line/SRE teams so they can confidently handle initial triage basic troubleshooting clear communication escalating only when needed refine documentation based real experience feedback continuously refine documentation based real experience feedback securely store configuration information ensuring it is accessible trustworthy during incidents/onboarding new engineers establish configuring a configuration management that keeps track of each customers environment proactively close information gaps work directly with customers/engineers ensure providing accurate information in time avoid delays efficient support response resolving issues quickly efficiently reduce risk minimizing cost maximizing value keep organizations running smoothly day night even peak periods means entire business family unaffected by anomalies emergency situations ongoing critical important benefits like having solid foundation established this includes personal touch make our company become biggest household name out there people know enjoy working partners businesses because we at put needs above self create wins everyday system helping every single person feels valued welcomed place build relationships beyond products expect get outcomes nothing less better overall reward employees invest growth too frequently hardworking individual grasp goal opportunity expanding next show improve ability serve everyone wholeheartedly develop safe sound way whether collaborating strategically innovation entirely reaching point where enterprises trust knowledge achieve mutual lasting impacts resilient strong motivated responsive fresh inspired guiding purpose deep-rooted society ready learn think evolve complimentary social resonate respond adjust others choose involving aligned dedicated thriving genuine care focusing towards anyway welcome embrace kindness independence generosity respectful 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