Manager, Software Operations Center

Sound understanding of production support environments, 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) .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 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 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 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 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 monthly reviews and meetings Foster relationships with engineering and product teams