Technical Operations Manager(SRE, Cassandra)
3 weeks ago
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
- Lead a team of engineers to deliver high-quality customer service and outcomes, including performance reviews and people management activities.
- Review and prioritize team work demands and support requests on a daily basis, ensuring timely responses to customers.
- Ensure customer issues are responded to within SLA timeframes through staff training, queue management, and resource allocation.
- Project manage major operational tasks such as cluster migrations and fleet-wide upgrades, including resource allocation and scheduling.
- Participate in customer calls related to major operations management.
- Manage conflicting fleet-wide operations to eliminate risk.
- Ensure defined processes and procedures are adhered to.
- Manage shift rostering and participate in Level 3 on-call roster (Major Incident Manager).
- Maintain an understanding of our product offerings and Instaclustr systems.
- Provide training to new team members and customers in TechOps and Instaclustr operational procedures.
- Be a proactive, reliable, and supportive member of the TechOps team.
- 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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