Manager, Software Operations Center

Sound understanding of production support environments, including incident triage, escalation, and resolution. 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). .NET Framework experience: Ability to troubleshoot .NET applications. Understanding of cloud platforms (AWS, Azure, or GCP). Exposure to CI/CD pipelines and deployment processes. Ability to interpret application logs, debug issues, and collaborate with engineering teams. AI/ML knowledge: Familiarity with using AI/ML tools for anomaly detection. Bachelor’s degree in Computer Science, Engineering, or related field. 7+ years of experience in technical support or operations. At least 3 years in a managerial role. Demonstrated expertise in incident management and root cause analysis. Excellent leadership, communication, and organizational skills. Ability to work flexible shifts in a 24/7 environment.

Manage and mentor Technical Support Engineers across three shifts. Ensure 24/7 coverage for production systems. Oversee shift handovers and documentation. Handle recruitment, onboarding, performance reviews, and career development. Ensure timely resolution of IPS tickets within SLA commitments. Conduct root cause analysis and share findings with engineering teams. Maintain dashboards and reports highlighting issues and trends. Develop and maintain SOPs for common issues. Identify opportunities for automation. Run initiatives to improve operational efficiency. Partner with SOC Director for reviews and meetings. Foster relationships with engineering and product teams.