The Senior Operations Manager will oversee the end-to-end operational lifecycle of remote care software, including Tier 2 support, change request governance, product operations, release readiness, and hypercare. This role involves global coordination across teams in Malaysia and Ireland to ensure reliability and operational excellence of web applications.
Role overview
The role leads the end-to-end operational lifecycle for remote care software, supervising Tier 2 application support, change governance, product operations, release readiness, and hypercare management. It ensures reliability, performance, and a high-quality customer experience by partnering with Product Management, Engineering, SRE, DevOps, QA, and Customer Support.
Responsibilities
- Oversee a global Tier 2 support function responsible for troubleshooting, incident resolution, and service restoration of customer-facing web applications.
- Manage escalations from Tier 1 and collaborate with Engineering and development teams for root-cause analysis and permanent fixes.
- Define and refine incident response workflows, SLAs/OLAs, runbooks, and operational dashboards.
- Drive operational KPIs including MTTR, incident reduction, availability, and performance metrics.
- Oversee the intake, prioritization, and approval process for change requests across multiple product lines.
- Collaborate with Product and Engineering teams to align change requests with roadmaps and release calendars.
- Chair the Change Advisory Board and ensure adherence to internal controls and audit requirements.
- Monitor changes from request through deployment, ensuring proper testing, documentation, and rollback planning.
- Serve as the operational bridge between Product Management and Engineering to ensure smooth release execution and customer experience.
- Establish operational readiness standards including capacity planning, observability, supportability, and documentation.
- Develop and maintain KPIs, service metrics, and dashboards that reflect user impact.
- Lead business continuity planning and operational risk assessments across product portfolios.
- Plan and execute Hypercare for major releases, migrations, or customer-impacting initiatives.
- Coordinate cross-functional activities with Support, Engineering, QA, and SRE to ensure real-time monitoring and rapid triage.
- Create Hypercare playbooks, staffing plans, and leadership-facing reporting mechanisms.
- Lead daily war rooms and manage the transition back to steady-state operations.
- Mentor a team of operations analysts, Tier 2 engineers, and support specialists.
- Partner with teams based in Malaysia and Ireland to support and drive business needs.
- Build strong partnerships with Technical Program Managers, Engineering leaders, PMs, and Customer Support.
- Advance continuous improvement initiatives in automation, monitoring, process efficiency, and customer experience.
- Communicate operational status, risks, and escalations to executive leadership.
Requirements
- 10+ years of experience in software operations, production support, or technical program management.
- Strong understanding of web application architecture, APIs, distributed systems, and cloud platforms (AWS, Azure, GCP).
- Proven expertise in high severity incident management and postmortem processes.
- Experience managing Change Request or Release Management processes in an agile environment.
- Excellent analytical skills with proficiency in monitoring and logging tools such as New Relic, Datadog, Splunk, and Grafana.
- Demonstrated ability to influence cross-functional teams and communicate with senior leadership.
- Strong organizational, problem-solving, and decision-making abilities.
Technologies
- New Relic
- Datadog
- Splunk
- Grafana
- AWS
- Azure
- GCP
Preferred qualifications
- Background in customer-facing product operations.
- Familiarity with ITIL processes, SRE practices, or ISO/SOC compliance.
- Experience managing global teams and 24/7 operational models.
Location
Sylmar, California, onsite
