Manager, Engineering Operations

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Requirements:

• Proven experience as an Operations and/or Engineering Manager.
• Familiarity with IT Service Management (ITSM) principles and best practices.
• Demonstrated ability to manage escalations, prioritize issues, and coordinate cross-functional problem-solving efforts.
• Excellent leadership, communication, and interpersonal skills.
• Experience with monitoring tools, automation frameworks, and service reliability strategies.

Responsibilities:

• Oversee and improve engineering support workflows, ensuring efficiency and effectiveness in handling technical escalations and platform reliability.
• Lead and mentor a diverse engineering team, providing guidance and career development opportunities across all levels of experience.
• Act as the first line of engineering support, collaborating closely with incident response teams and specialized engineering groups to resolve platform issues.
• Drive root cause analysis and resolution by identifying recurring issues, leading problem management efforts, and coordinating long-term fixes.
• Partner with engineering teams to implement bug fixes and improvements, ensuring platform stability and operational efficiency.
• Develop and enhance internal tools to improve operational workflows, incident response, and knowledge management, leveraging AI and automation where applicable.
• Monitor key operational metrics, identify trends, and implement process optimizations to enhance team performance and service delivery.