Technical Operations Manager(SRE, Cassandra)

3 weeks ago


Windsor, Windsor and Maidenhead, United Kingdom NetApp Full time

Job Title: Technical Operations Manager(SRE, Cassandra)

Job Summary

We are seeking a highly skilled Technical Operations Manager to lead our TechOps team in maintaining and supporting our large fleet of cloud-hosted Apache Cassandra, Kafka, OpenSearch, and other open-source technology clusters. As a leader in our TechOps team, you will be responsible for managing a team of talented engineers to deliver high-quality customer service and outcomes.

Key Responsibilities

  1. Lead a team of engineers to deliver high-quality customer service and outcomes, including performance reviews and people management activities.
  2. Review and prioritize team work demands and support requests on a daily basis, ensuring timely responses to customers.
  3. Ensure customer issues are responded to within SLA timeframes through staff training, queue management, and resource allocation.
  4. Project manage major operational tasks such as cluster migrations and fleet-wide upgrades, including resource allocation and scheduling.
  5. Participate in customer calls related to major operations management.
  6. Manage conflicting fleet-wide operations to eliminate risk.
  7. Ensure defined processes and procedures are adhered to.
  8. Manage shift rostering and participate in Level 3 on-call roster (Major Incident Manager).
  9. Maintain an understanding of our product offerings and Instaclustr systems.
  10. Provide training to new team members and customers in TechOps and Instaclustr operational procedures.
  11. Be a proactive, reliable, and supportive member of the TechOps team.
  12. Identify and drive opportunities to continuously improve TechOps activities through tool development and maintenance or working closely with the product engineering team.

Requirements

We require:

  • 8+ years of overall experience in operations, with a proven track record of leading technical teams.
  • Exceptional communication skills in written and verbal English, essential for customer interaction.
  • Ability to perform as a Major Incident Manager.
  • Excellent experience in managing teams in challenging environments, with a focus on maintaining high team morale and driving positive work culture.
  • Previous system administration and/or programming experience is preferred.
  • Demonstrated ability to multitask, a critical attribute for this role.

Education

BTech/BE in Computer Science, a Master's degree, or equivalent experience with 8-12 years of experience.



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