The Operations Manager will oversee the production support and operational activities across multiple tracks. The ideal candidate will manage production incidents, drive operational enhancements, and ensure seamless collaboration between clients and internal teams.
This role demands excellent leadership, stakeholder management, and a commitment to operational efficiency while maintaining SLAs. Additionally, the candidate should possess functional expertise to guide the team in swiftly resolving issues and improving overall system performance.

Incident Management:

• Oversee production incidents and ops enhancements across multiple tracks, ensuring timely resolution with minimal business impact.
• Lead a cross-functional team (BA, Dev, Integration) to provide on-call support for P1/P2 incidents, ensuring regular user updates per SLA.
• Maintain daily engagement with users to provide updates on critical incidents; manage escalation effectively when needed.
• Provide functional and technical guidance to the team on ticket investigation, troubleshooting, and resolution.
• Contribute to system design improvements, offering insights into solutioning and architectural enhancements.
• Ensure strict adherence to SLAs for incident resolution and reporting.
• Plan and coordinate weekly deployments and patching to ensure smooth production operations and maintain system availability.
• Manage maintenance windows and downtimes in collaboration with clients and internal teams.
• Oversee the timely implementation of security fixes and certificate renewals as per SOP.

Team Leadership & Coordination:

• Lead weekly and quarterly reporting for ops, providing transparency on progress and challenges.
• Prepare and present management reports on incident trends and critical issues to both internal and external stakeholders.
• Manage and mentor a team of developers, business analysts, and interns across various experience levels.
• Drive team development and engagement, fostering skill development and operational excellence.
• Engage with client leadership and key stakeholders, ensuring alignment on operational priorities.

Job Qualifications

• A degree holder with proven success in multi-location operations where customer focus is the key.
• 5+ years of experience in effective senior leadership, operations management, and customer experience.
• An excellent leader with impeccable organizational, strategic, analytical, and project management skills.
• A solid communicator with exceptional interpersonal skills and a proven ability to motivate, mentor, and influence others.
• ITIL and/or Agile certification with a solid understanding of escalations and incident management.
• Experience in negotiating contracts, managing relationships to ensure the quality of work and customer satisfaction.
• Proven ability to transform customers into strategic partnerships.
• Excellent written and verbal communication skills are necessary for collaborating with cross-functional teams, presenting data and insights, and providing guidance and support to internal stakeholders and external customers.
• Solid people leadership & building engagement including interpersonal and relationship-building skills.
• Excellent stakeholder management across all levels of the company.

Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160

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