Senior Manager, Customer Experience

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Skills you'll use

What you'll do

• Incident & Problem Management Leadership
• Major Incident Command: Own the end-to-end lifecycle for P0, P1, and P2 incidents. Serve as the incident commander leading war room discussions, managing real-time bridge calls, establishing stakeholder communication discipline, and driving swift resolution.
• Root Cause Analysis (RCA) & Quality: Oversee rigorous RCA documentation and track permanent fixes to completion to eliminate repeat failures across complex cloud environments.
• Incident Protocol Enforcement: Maintain war room discipline, enforce post-incident review SLAs, and ensure compliance with P0 real-time handling protocols.
• Service Delivery & SLA Governance
• SLA Performance: Own weekly SLA breach analyses and strictly enforce Response and Resolution SLA tiers (P0–P3) across both internal teams and vendor partners.
• Queue & Ticket Hygiene: Drive daily ticket health reviews, enforce priority accuracy, eliminate stalled tickets (e.g., "waiting on customer" discipline), and manage inactive P1/P2 queues.
• Executive Reporting: Deliver weekly operational SLA trend analysis and performance metrics to the Senior Director of Cloud Operations.
• MSP & Outsourced Partner Governance
• Primary Partner Interface: Act as QAD’s daily operational interface for our outsourced managed services partner, collaborating directly with their Principal Engineering Manager level.

Who can apply

• Must-Have Requirements
• Experience: 12+ years of total experience in Cloud/IT Operations, with 5+ years specifically in ITSM or Service Delivery leadership roles.
• Incident Leadership: Proven track record in P0/P1 major incident command at enterprise scale.
• ITSM Mastery: Deep expertise in ITIL framework—specifically Incident, Problem, Change, SLA, and Supplier Management.
• Vendor/MSP Governance: Hands-on experience governing third-party MSPs or outsourced service partners (scope management, contractual SLAs, performance reviews).
• Cross-Team RACI: Experience establishing and enforcing live incident/change RACI frameworks across combined internal and vendor teams.
• People Leadership & Hours: 3+ years of direct people management experience. Flexibility to work overlapping US East / EMEA business hours (approx. 2:00 PM – 11:00 PM IST) from Pune.
• Technical Depth: Solid experience with SaaS-hosted infrastructure, Linux/Windows server administration, and AWS cloud operations.
• Preferred Qualifications
• Certifications: ITIL v4 Foundation or Managing Professional; AWS Certified SysOps Administrator or Cloud Practitioner; FinOps Certified Practitioner (FinOps Foundation).

About QAD, Inc.

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