Job Responsibilities
We're looking for a proactive and hands-on Technology Operations and Service Management lead who thrives in fast-paced environments and is passionate about building resilient systems from the ground up. In this role, you'll be the guardian of production stability, bridging engineering, support, and business to ensure our tech stack is reliable, scalable, and ready to grow with us.
You'll wear multiple hats-part SRE, part incident commander, part operations strategist-helping us build with operational excellence and run with confidence while embedding AI across different domains.
Production Support & Monitoring
- Monitor and support production applications to ensure optimal performance and availability.
- Lead incident response efforts, including communication and coordination across teams.
- Conduct problem management and root cause analysis to prevent recurring issues.
- Coordinate with development teams to address and resolve bugs 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 to support scalability.
- Conduct regular service operational reviews and audits to ensure adherence to standards.
- Maintain and regularly 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 and Service Management
- Provide input on operational requirements during design
- Participate in non-functional testing (e.g., performance, failover)
- Define SLOs, SLIs, and error budgets (SRE)
- Collaborate on automation and observability tooling
- Work with Data Engineering to define data pipelines and quality checks
- Define service requirements and SLAs during vendor onboarding
- Contribute to BCP/DR planning
- Provide feedback on incident trends to improve design
- Integrate AI into service desk operations for intelligent ticket routing, resolution suggestions, and trend analysis.
- Use AI to analyze incident trends and recommend design improvements or automation opportunities.
On-Premises Network Devices and Operations
- Monitor and manage on-premises network infrastructure including routers, switches, firewalls, and load balancers.
- Ensure network performance, availability, and security through proactive maintenance and configuration management.
- Conduct regular network health checks, firmware updates, and hardware lifecycle planning.
- Respond to and resolve network-related incidents, including root cause analysis and documentation.
- Implement and maintain network segmentation, access controls, and compliance with internal security policies.
Job Requirements
- Education: Bachelor's degree in Computer Science, IT, or a related field.
- Experience: 5+ years in IT operations, service management, or related roles, ideally in high-growth or startup environments.
- Ops Leadership: Proven ability to lead cross-functional teams across Production Support, SRE, DevOps, and Service Management.
- Frameworks & Best Practices: Experience with ITIL framework and service management best practices.
- Incident & Problem Management: Strong track record in leading incident response and driving root cause analysis.
- Performance & Reliability: Experience in capacity planning, performance tuning, and building reliable systems.
- BCP & DR: Hands-on experience with Business Continuity and Disaster Recovery planning and execution.
- Entrepreneurship Mindset: You're resourceful, collaborative, and thrive in environments where you can make a big impact quickly.
