IT Operations Manager

Company Description

Holiday Tribe is a seed stage - VC funded travel tech brand based in Gurugram, specializing in leisure travel and creating memorable holiday experiences. The brand integrates technology for speed, scale, and accuracy in curating holidays, and is focused on customer success throughout the booking and travel journey to create delightful memories. Holiday Tribe offers curated holidays to over 30 destinations worldwide, with extensive hotel networks, diverse activities, and partnerships with tourism boards. Roles and Responsibilities- 1. User Query & Incident Management

Lead triage, resolution, and escalation of user-reported issues across applications and services.

Implement and maintain ticketing and tracking systems (e.g., Jira, ServiceNow, Zendesk) for efficient query management.

Define SLAs (Service Level Agreements) and ensure timely responses to support requests.

Work with development teams to analyze recurring user issues and implement long-term solutions.

Establish self-service knowledge bases and automation for common user queries.

2. Deployment & Release Management

Oversee CI/CD pipelines to ensure seamless code deployments across staging and production environments.

Collaborate with developers to optimize release workflows and ensure zero-downtime deployments.

Manage rollback strategies to minimize impact in case of failed deployments.

Ensure adherence to best practices in version control (Git), testing, and security compliance.

3. System Monitoring & Performance Optimization

Implement and maintain real-time monitoring and alerting systems (e.g., Prometheus, Grafana, New Relic, Datadog).

Continuously analyze system performance, latency, and error rates to proactively address bottlenecks.

Drive incident response strategies, ensuring quick detection, diagnosis, and resolution of system issues.

Conduct regular audits and stress tests to ensure system scalability and resilience.

4. Automation & Process Optimization

Develop and deploy automation scripts (Python, Bash, Terraform, Ansible) to eliminate manual operational tasks.

Automate infrastructure provisioning and configuration using Infrastructure-as-Code (IaC) practices.

Implement chatbots and AI-driven solutions to enhance customer support automation.

Enhance log management, anomaly detection, and proactive issue resolution through AI/ML techniques.

5. Cross-Functional Collaboration & Documentation

Work closely with development, DevOps, and support teams to streamline workflows.

Maintain clear documentation of operational procedures, playbooks, and runbooks.

Provide training and mentorship to junior team members and customer support engineers.

Drive continuous improvement initiatives to enhance user experience and system reliability.

Skills & Competencies

Technical Skills:

Strong experience in Full-Stack Development (React, Angular, , Python, Java, Go, etc.).

Expertise in CI/CD pipelines, automated testing, and deployment strategies.

Proficiency in cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes).

Hands-on experience with monitoring, logging, and alerting tools (e.g., Splunk, Datadog, Prometheus, ELK Stack).

Deep understanding of database management (SQL, NoSQL, Redis, PostgreSQL, MongoDB).

Knowledge of automation tools (Ansible, Terraform, Jenkins, GitHub Actions, ArgoCD).

Experience in user query management platforms (Zendesk, Freshdesk, ServiceNow, Jira Service Desk).

Soft Skills:

Strong problem-solving and analytical skills to drive incident resolution and performance improvements.

Excellent communication and stakeholder management skills to collaborate across teams.

Proactive and data-driven approach to system reliability and optimization.

Ability to work in a fast-paced startup environment and handle multiple priorities.

Passion for mentorship, documentation, and knowledge sharing.

Qualifications:

Bachelors/Masters degree in Computer Science, IT, or related field.

7+ years of experience in IT Operations and Full-Stack Development.

Prior experience in startup environments preferred.

Relevant certifications are a plus (AWS DevOps Engineer, Kubernetes Administrator).