Manager, Software Operations Center

Sound understanding of production support environments, including incident triage, escalation, and resolution workflows. Hands-on experience with monitoring and alerting tools (e.g., Datadog, PagerDuty, New Relic). Familiarity with ticketing systems like Jira or ServiceNow. Working knowledge of SQL for data analysis and troubleshooting. Basic proficiency in scripting languages (e.g., Python, PowerShell, or Bash) for automation and operational tasks. .NET Framework experience: Ability to troubleshoot .NET applications, understand code-level issues, and collaborate with engineering teams on fixes. Understanding of cloud platforms (AWS, Azure, or GCP) and concepts like load balancing, failover, and high availability. Exposure to CI/CD pipelines and deployment processes for troubleshooting release-related issues. Ability to interpret application logs, debug issues, and collaborate with engineering teams on fixes. AI/ML knowledge: Familiarity with using AI/ML tools for anomaly detection, predictive monitoring, and automating repetitive support tasks. Bachelor’s degree in Computer Science, Engineering, or related field. 7+ years of experience in technical support or operations, with at least 3 years in a managerial role. Demonstrated expertise in incident management and root cause analysis in high-availability environments. Familiarity with monitoring and ticketing tools (e.g., Jira, PagerDuty, Datadog). Excellent leadership, communication, and organizational skills. Ability to work flexible shifts in a 24/7 environment.

Manage and mentor Technical Support Engineer across three shifts, ensuring 24/7 coverage for production systems. Oversee shift handovers and documentation to maintain continuity and minimize downtime. Handle recruitment, onboarding, performance reviews, and career development for support staff. Ensure timely resolution of IPS (Incident/Problem/Support) tickets within SLA commitments. Conduct root cause analysis and share findings with engineering teams to prevent recurrence. Maintain dashboards and reports highlighting recurring issues and trends. Develop and maintain SOPs for common issues and resolutions. Identify opportunities for automation (e.g., scripting repetitive tasks, integrating monitoring tools). Run initiatives to improve operational efficiency and reduce ticket volume. Partner with SOC Director for monthly reviews and stakeholder meetings. Foster solid relationships with engineering and product teams for knowledge sharing and joint problem-solving.