• Oversee day-to-day delivery operations, ensuring optimal performance.
• Manage and monitor infrastructure and product health, proactively addressing issues.
• Collaborate with cross-functional teams to ensure seamless service delivery.
• Lead incident response efforts, minimizing downtime and conducting post-incident analysis.
• Manage on-call incident response capabilities and raise the bar on knowledge transfer and training
• Provide operational support for the Defect Management process, ensuring the best response to bugs in critical components.
• Promote and strengthen adherence to Incident, Problem, and Knowledge Management processes, taking advantage of the best practices from the ITIL4 framework.
• Create reporting mechanisms and communication plans for effective information dissemination within Engineering and for other relevant stakeholders.
• Identify opportunities for process improvement, automation, and optimization and hands-on deliver on those opportunities.
• Collaborate with Product teams and Engineering leaders for continuous improvement in stability, reliability, and performance metrics.
• Align service management activities with business goals and SLA agreements.
• Support incident response processes and communicate resolutions to stakeholders.

Requirements: 

• 3+ years of experience interfacing between Customer Experience and Engineering Teams 
• 3+ years of experience with Service Management experience in a scaling organization
• ITIL certification