Operations Manager

Title Operations Manager
Location LA, CA


Job Description:


As an Operations Manager, you will be running the production support activities for the entire technology stack for a retailer; this includes customer support, product development, IT professional services, infrastructure, Tech Support/Help Desk, Data Services, and Mail Services. Establish ITSM practices and processes within the organization and drive SRE principles for all the applications. s an Operations Manager you will:

• Communicate application health / KPI status to the leadership daily
• Run incident management process across the organization
• Hold application owners and partners accountable for SLA adherence
• Ensure business-critical applications are always available for generating revenue with the least disruption
• Track operational metrics like MTTR, MTBF, Uptime, Response time, Resolution Time, Incident count
• Facilitate application issue triage and drive to closure
• Provide periodic updates on the application issues along with their impacts
• Establish and drive change management process
• Manage operations and SRE engineers to drive operational stability

Required:

• 12+ years of Industry experience
• 4+ years of experience in managing eCommerce Application / Retail application support.
• Should have experience in managing L1/L2/L3 support
• Excellent knowledge of ITSM processes/practices and SRE principles
• Should have experience in running priority production issue calls
• Should be a go-getter in ensuring SLAs are adhered
• Should have excellent oral and written communication skills Collect, maintain, and distribute regular reporting and measure optimization on application health and KPIs
• Should have experience in ensuring application owners adhere to response and resolution times