Sr Manager, DevOps L1 support & Customer Enablement

About this role

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Skills you'll use

What you'll do

• Driving measurable customer and operational outcomes through clearly defined KPIs.
• Serving as the front line for infrastructure alerting and Incident Management , providing 24×7 On-Call coverage, rapid incident response, escalation, and effective cross-region handoffs.
• Improving Customer tickets and Cloud Platform Help Desk ticket health through disciplined backlog management.
• Enabling successful customer go-lives, feature enablement, and per-tenant infrastructure requirements.
• Strengthening internal RCA governance and driving corrective actions to reduce repeat incidents.
• Leveraging automation and AI-powered self-service to reduce repetitive operational work.
• This role is primarily customer facing role & provides DevOps Level 1(L1) support for all customer queries and incidents. This role requires a high level of technical understanding of SRE KPIs and is heavily involved in Customer Enablement & Engagement.
• Lead 24×7 DevOps Level 1 (L1) operation support , serving as the front line for infrastructure alerts and Incident Management, with effective On-Call coverage, rapid response, service restoration, escalation, and cross-region handoffs.

Who can apply

• Engineering degree in Computer Science or a related technical field.
• 12+ years of experience in DevOps, SRE, Cloud Operations or Production Engineering, including 5+ years leading engineering teams or managers .
• Proven experience leading globally distributed 24×7 follow-the-sun DevOps L1 and Customer Enablement operations supporting highly available SaaS platforms.
• Good understanding of AWS, Google Cloud Platform, or Microsoft Azure.
• Good understanding of Kubernetes, containerized platforms, Infrastructure as Code (Terraform), CI/CD, GitOps, and automation.
• Strong Linux, networking, troubleshooting, distributed systems, and cloud architecture fundamentals.
• Experience in Incident Management, On-Call operations, RCA, SLA/SLO governance, and production reliability.
• Experience leading Customer Enablement operations, customer onboarding, infrastructure readiness, go-live governance, and operational support for enterprise SaaS customers.
• Proven experience defining, governing, and improving operational KPIs and translating data into measurable customer and business outcomes.
• Extensive experience leading major customer-impacting incidents and driving cross-functional resolution across Engineering, Product, Customer Enablement, Support, and Cloud Platform teams.

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