Operations Manager

Oversee the platform operations team (NOC/Operations Engineers/SRE-like functions as applicable) to ensure reliable, secure, and high-performing services.

maintain clear operating rhythms: daily ops reviews, weekly service health checks, monthly SLA reviews, and quarterly service improvement plans.

Drive on-call readiness, shift coverage, escalation paths, and decision-making during critical events.

Own and enforce ITSM processes end-to-end.

Audit operational adherence and drive corrective actions for non-compliance.

Ensure continuous tracking and achievement (availability, response time, resolution time, performance).

availability and resilience

practices: redundancy validation, capacity planning, proactive monitoring, and performance tuning.

Lead post-incident reviews and drive measurable improvements.

Partner with security teams to ensure:

Timely patching and remediation

Secure configuration baselines

Audit readiness and evidence collection

Incident response alignment and reporting

Enforce least privilege access and periodic access reviews.

Ensure comprehensive monitoring and alerting coverage for infrastructure, applications, APIs, databases, integrations, and security events.

Ensure operational toolchain effectiveness (ITSM tool, monitoring, CI/CD visibility, CMDB, asset management).

Act as the primary operations interface for internal stakeholders and external partners/vendors.

Manage vendor SLAs and ensure effective collaboration for incident resolution, patching, upgrades, and service improvements.

Provide clear operational communications during incidents and planned maintenance.

Produce weekly/monthly service reports including SLA performance, availability, incidents, trends, risks, and improvement actions.

Maintain an operational risk register and ensure mitigation plans are executed.

Present service health and improvement plans to leadership.