Job opportunity
Technical Account Manager / Service Delivery Manager
to own service outcomes for our SaaS products.
Must-Have Qualifications:
10+ years in
service delivery, SRE, or cloud operations
with direct customer ownership.
Proven, excellent
client-facing communication
(exec-ready status reports, crisp RCAs, calm under pressure during incidents).
Hands-on experience with
Azure
(Monitor, Log Analytics, App Gateway, AKS or equivalent), CI/CD pipelines, and observability tools.
Deep expertise in
incident & problem management
(ITIL or equivalent), change management, and disciplined runbook practices.
Strong
data-driven approach
; comfortable with dashboards, KPIs, and balancing cost/performance trade-offs.
What Youll Do:
Serve as the
primary customer contact
for service health, incidents, changes, and upgrades.
Drive
SLAs/SLOs
: define, monitor, and report on availability, latency, and error budgets.
Lead
incident response
(247 on-call rotation): triage, coordinate engineers, communicate status, run RCAs, and track corrective actions.
Manage
change & release readiness
(CAB, maintenance windows, rollback plans).
Build and run
operational rhythms
: dashboards, weekly service reviews, monthly/quarterly executive updates.
Partner with Cloud/Engineering teams on
observability
(logs, metrics, traces), capacity planning, performance testing, and resilience.
Track and optimize
cloud costs
using FinOps practices.
Maintain
runbooks, SOPs, and playbooks
; continuously raise the bar on operational excellence.
Ensure compliance with
security and regulatory controls
; support audits.
Identify and deliver
continuous-improvement initiatives
that reduce toil and MTTR.
Kindly share your updated profile on
[email protected]