Operations Manager

Job Description: As an Operations Manager, you will be running the production support activities for the entire technology stack for a retailer; this includes customer support, product development, IT professional services, infrastructure, Tech Support/Help Desk, Data Services, and Mail Services. Establish ITSM practices and processes within the organization and drive SRE principles for all the applications. s an Operations Manager you will:

• Communicate application health / KPI status to the leadership daily
• Run incident management process across the organization
• Hold application owners and partners accountable for SLA adherence
• Ensure business-critical applications are always available for generating revenue with the least disruption
• Track operational metrics like MTTR, MTBF, Uptime, Response time, Resolution Time, Incident count
• Facilitate application issue triage and drive to closure
• Provide periodic updates on the application issues along with their impacts
• Establish and drive change management process
• Manage operations and SRE engineers to drive operational stability

Required: 12+ years of Industry experience 4+ years of experience in managing eCommerce Application / Retail application support. Should have experience in managing L1/L2/L3 support Excellent knowledge of ITSM processes/practices and SRE principles Should have experience in running priority production issue calls Should be a go-getter in ensuring SLAs are adhered Should have excellent oral and written communication skills Collect, maintain, and distribute regular reporting and measure optimization on application health and KPIsShould have experience in ensuring application owners adhere to response and resolution times