This role is responsible for ensuring production stability, operational excellence, and scalable technology operations. The individual will bridge engineering, support, and business teams to maintain reliable systems, integrate AI for intelligent operations, and manage on-premises network infrastructure.
Key Responsibilities:
Production Support & Monitoring
- Monitor and support production applications to ensure optimal performance and availability.
- Lead incident response efforts, coordinating across engineering, support, and business teams.
- Conduct problem management and root cause analysis to prevent recurring issues.
- Coordinate with development teams to address and resolve software defects efficiently.
- Monitor vendor performance and ensure compliance with service level agreements (SLAs).
Site Reliability Engineering (SRE)
- Maintain system reliability, availability, and uptime through proactive measures.
- Implement automated healing, monitoring, and alerting solutions.
- Perform capacity planning and system performance tuning for scalability.
- Conduct regular operational reviews and audits to ensure adherence to standards.
- Maintain and test Business Continuity Plans (BCP) and Disaster Recovery (DR) strategies.
Data Operations
- Monitor data pipelines to ensure data integrity and timely delivery.
- Manage data-related incidents and maintain lineage tracking for transparency and traceability.
Technology Operations & Service Management
- Provide operational input during system design and participate in non-functional testing.
- Define SLOs, SLIs, and error budgets for services.
- Collaborate on automation and observability tooling.
- Work with Data Engineering teams to define data pipelines and quality checks.
- Define service requirements and SLAs during vendor onboarding.
- Provide feedback on incident trends to improve system design.
- Integrate AI into service desk operations for intelligent ticket routing, resolution suggestions, and trend analysis.
On-Premises Network Devices & Operations
- Monitor and manage routers, switches, firewalls, and load balancers.
- Ensure network performance, availability, and security through proactive maintenance.
- Conduct network health checks, firmware updates, and hardware lifecycle planning.
- Implement network segmentation, access controls, and compliance with security policies.
Qualifications:
- Bachelor's degree in Computer Science, IT, or a related field.
- 5+ years of experience in IT operations, service management, or related roles, preferably in high-growth or startup environments.
- Proven ability to lead cross-functional teams across Production Support, SRE, DevOps, and Service Management.
- Experience with ITIL framework and service management best practices.
- Strong track record in incident response, root cause analysis, and problem management.
- Hands-on experience in capacity planning, performance tuning, BCP, and DR.
- Entrepreneurial mindset, resourceful, and able to make an impact in fast-paced environments.
