Role Level: We need Managers who oversee operations and to whom Support Engineers report. Proven experience managing production support operations is mandatory.
· Operational Excellence: Lead daily "Run" operations to ensure high availability and production stability. Manage the end-to-end application lifecycle and incident response, preferably for Data/Analytics platforms (e.g., Tableau).
· Stakeholder Liaison: Serve as the SPOC for leadership on all operational matters. Translate complex technical issues into clear business impact and manage expectations across technical teams and business units during critical events.
· Strategic Communication: Deliver concise, high-impact updates on platform health and service delivery. Orchestrate weekly, bi-weekly, and monthly status reviews with key stakeholders to drive alignment.
· JIRA & Data Insights: Drive transparency by governing JIRA workflows and generating advanced reporting to track SLAs, ticket trends, and team velocity.
· Service Design (ITIL): Implement and mature ITIL-based frameworks (Incident, Change, and Problem Management) to ensure scalable, repeatable service delivery; ITIL certification is highly preferred.
· Landscape: Candidates must have experience in the IT Application landscape, ideally managing Data/Analytics platforms.