Technical Operations Manager(SRE, Cassandra)
Vor 7 Tagen
Job Title: Technical Operations Manager(SRE, Cassandra)
Job Summary
We are seeking a highly skilled Technical Operations Manager to lead our TechOps team in Bangalore. As a Technical Operations Manager, you will be responsible for maintaining and supporting our large fleet of cloud-hosted Apache Cassandra, Kafka, OpenSearch, and other open-source technology clusters. You will work closely with other teams, including product management, development teams, and customer success to drive and shape the way we support our customers.
Key Responsibilities
- Lead a team of talented engineers to deliver high-quality customer service and outcomes, including performance reviews and people management activities.
- Review team work demands and support requests daily, prioritizing them and ensuring timely responses to customers.
- Ensure customer issues are responded to within SLA timeframes through staff training, ongoing queue management, and allocation of appropriate resources.
- Project manage major operational tasks such as cluster migrations and fleet-wide upgrades, including resource allocation and scheduling.
- Participate in customer calls in different geographies related to the management of major operations.
- Be aware of conflicting fleet-wide operations and manage them appropriately to eliminate risk.
- Ensure defined processes and procedures are adhered to.
- Manage shift rostering.
- Participate in our Level 3 on-call roster (Major Incident Manager) which includes rotating weekend coverage and contribute to post-incident activities.
- Maintain an understanding of our product offerings, including Apache Cassandra, Apache Kafka, Apache Spark, and/or OpenSearch, as well as working knowledge of Instaclustr systems.
- Provide training to new team members and customers in TechOps and Instaclustr operational procedures, and ensure these processes are adhered to.
- Be a proactive, reliable, and supportive member of the TechOps team.
- Identify and drive the implementation of opportunities to continuously improve TechOps activities through the development and maintenance of tools and procedures and/or working closely with the product engineering team.
Requirements
We require you to have the right skills and maintain professional qualifications for the role covering:
- Leading a technical operations team already or working in operations with over 8 years of overall experience and ready to take on management responsibility.
- Exceptional ability to communicate clearly and professionally in written and verbal English is essential as this role will involve customer interaction.
- Ability to perform the role as Major Incident Manager.
- Demonstrated excellent experience with managing teams in challenging environments and take measures to keep the team morale high, drive positive work culture.
- Previous system administration and/or programming experience is preferred.
- Demonstrated ability to multitask, this is a critical attribute to have in this role.
Education
BTech/BE in Computer Science, a Master's degree, or equivalent experience with 8 to 12 years of experience.
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