Operations Manager
2 weeks ago
Job Title: Technical Operations Manager (SRE, Cassandra)
We are seeking an experienced Technical Operations Manager to lead our team in maintaining and supporting our large fleet of cloud-hosted Apache Cassandra, Kafka, OpenSearch, and other open-source technology clusters. As a leader in our TechOps team, you will be responsible for managing a team of talented engineers, delivering high-quality customer service, and driving the implementation of opportunities to continuously improve TechOps activities.
Key Responsibilities:
- Lead a team of engineers to deliver high-quality customer service and outcomes, including performance reviews and people management activities.
- Review the team's work demands and support requests, prioritizing them, and ensuring timely responses to customers.
- Ensure customer issues are responded to within SLA timeframes through staff training, queue management, and resource allocation.
- Manage major operational tasks, such as cluster migrations and fleet-wide upgrades, including resource allocation and scheduling.
- Participate in customer calls related to major operations management.
- Be aware of conflicting fleet-wide operations and manage them to eliminate risk.
- Ensure defined processes and procedures are adhered to.
- Manage shift rostering and participate in the Level 3 on-call roster (Major Incident Manager).
- Maintain an understanding of our product offerings and working knowledge of Instaclustr systems.
- Provide training to new team members and customers in TechOps and Instaclustr operational procedures.
Requirements:
- 8+ years of experience in technical operations, with a proven track record of managing teams and improving processes.
- Exceptional communication skills, with the ability to communicate clearly and professionally in written and verbal English.
- Ability to perform the role as Major Incident Manager.
- Demonstrated experience in managing teams in challenging environments and driving positive work culture.
- Previous system administration and/or programming experience is preferred.
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