What you'll do
The Sr. Service Manager is responsible for coordinating the processes and activities that focus on problem identification, root cause analysis, incidents avoidance, and the completion of associated error resolution tasks of problems resulting from incidents in the production environment. Work closely with cross-functional teams to identify and report on incident trends and drive proactive efforts to prevent problems from occurring. Interface with infrastructure teams to highlight key issues and initiate error resolution activities.
Effectively communicate awareness, issues, trends, and status to the company stakeholders and leaders. Increase visibility and communication of problems to leadership.
In this role -
Interacts and communicates with cross-functional teams across the organization to diagnose causes of incidents, determining the repair items and ensuring short and long-term resolutions are implemented.
Interface with other site production management work streams (Incident, Capacity, Change) to highlight problems and initiate remediation activities .
Work to reduce the adverse impact of incidents within the organization; while preventing the reoccurrence of incidents.
Possesses a strong knowledge of the areas in which potential problems may arise
Bachelor's degree in Computer Science, Information Technology, or related field and 5 years experience in monitoring, automation, cloud, performance, release, or software engineering, or related field OR Master’s degree in Computer Science, Information Technology, or related field and 3 years experience in monitoring, automation, cloud, performance, release, or software engineering, or related field OR Doctorate