Systems Operations Manager

• Role Summary

  The Systems Operations Manager leads Level 2 (L2) platform support for production applications, ensuring high availability, reliability, and performance. This role operates with an SRE (Site Reliability Engineering) and AIOps mindset, focusing on reducing MTTR, enabling self-service capabilities, and driving an automation-first approach to improve operational efficiency and resilience.

  Key Responsibilities:

• Lead and manage L2 production support operations for critical applications and platforms
• Drive reduction in MTTR through improved triage, diagnostics, and rapid incident resolution practices
• Monitor system health, performance, and availability using observability and alerting tools
• Own and improve incident, problem, and change management processes aligned with ITIL/SRE practices
• Conduct Root Cause Analysis (RCA) and implement permanent fixes to prevent recurring issues
• Champion automation-first approach to eliminate repetitive manual tasks and improve operational efficiency

• Required Skills & Qualifications:

• Strong experience in production support, application operations, or platform management
• Proven track record in reducing MTTR and improving system uptime
• Experience with observability tools (monitoring, logging, tracing) and incident management platforms
• Solid understanding of SRE principles (SLIs, SLOs, error budgets, reliability engineering)
• Hands-on experience with automation tools (scripting, orchestration, CI/CD pipelines)
• Familiarity with AI/automation in IT operations (AIOps) and self-healing systems
• Knowledge of ITIL processes and service management frameworks
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent leadership, communication, and stakeholder management abilities
• Develop and promote self-service solutions (runbooks, knowledge bases, automated healing tools) for L1 teams and end users
• Integrate AI/ML-driven insights, predictive monitoring, and anomaly detection into operations
• Collaborate with engineering teams to improve system reliability, scalability, and resilience (SRE principles)
• Oversee production releases, deployments, and environment readiness
• Ensure SLA/SLO adherence and drive continuous service improvement initiatives
• Lead, mentor, and develop operations teams with a focus on reliability engineering practices

Posting End Date:

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