Service Delivery Lead
We are seeking a Service Delivery Lead to play a key role in the deployment, operation, and optimization of our production software and cloud infrastructure. As part of the team, you will collaborate with Engineering, Technical Operations, and 3rd parties to ensure high-quality, fast, and efficient service delivery. Your expertise in troubleshooting, incident resolution, and automation will drive continuous improvements in software release processes and incident management.
Key Responsibilities:
- Service Delivery Leadership: Lead and oversee end-to-end service delivery processes, ensuring production systems are reliable, scalable, and aligned with business objectives.
- Production Deployment & Operations: Oversee the deployment, operation, and maintenance of software in production environments, ensuring smooth and efficient processes.
- Cloud Infrastructure Design & Implementation: Guide the design, implementation, and operation of scalable cloud infrastructure, focusing on performance, reliability, and cost efficiency.
- Collaboration for Service Quality: Work closely with the Engineering team and Technical Operations to ensure timely and high-quality service delivery.
- Automation & Process Improvement: Identify opportunities to automate routine operational tasks and software releases to enhance efficiency, reduce manual effort, and improve the speed of delivery.
- Release Process Management: Partner with the Engineering team to define, refine, and continuously improve software release standards, processes, and best practices.
- Incident Management & Troubleshooting: Act as a point of contact for resolving application alerts and incidents, working collaboratively with Technical Operations, Engineering, and 3rd parties to investigate, analyze, and resolve issues.
- Root Cause Analysis: Perform detailed root cause analysis (RCA) of incidents and issues, ensuring proper documentation and identification of long-term solutions to prevent recurrence.
Essential Skills & Qualifications:
- Leadership & Ownership: Proven ability to lead service delivery, incident response, and release processes across cross-functional teams.
- Self-Motivated & Collaborative: Strong problem-solving abilities, self-starter attitude, excellent interpersonal skills, and the ability to work effectively both independently and in a team environment.
- Customer-Focused: A service-oriented mindset with excellent communication and problem-solving skills, ensuring that service delivery exceeds expectations.
- Technical Troubleshooting: Solid experience in diagnosing and troubleshooting IT system/application incidents, using a structured and methodical approach to resolve issues quickly.
- Educational Background: Bachelor's degree in Computer Science, Information Technology, or a related field. We value hands-on experience and passion for technology more than formal academic credentials.
- Collaboration for Service Quality: Work closely with the Engineering team and Technical Operations to ensure timely and high-quality service delivery.
- Automation & Process Improvement: Identify opportunities to automate routine operational tasks and software releases to enhance efficiency, reduce manual effort, and improve the speed of delivery.
- Release Process Management: Partner with the Engineering team to define, refine, and continuously improve software release standards, processes, and best practices.
- Incident Management & Troubleshooting: Act as a point of contact for resolving application alerts and incidents, working collaboratively with Technical Operations, Engineering, and 3rd parties to investigate, analyze, and resolve issues.
- Root Cause Analysis: Perform detailed root cause analysis (RCA) of incidents and issues, ensuring proper documentation and identification of long-term solutions to prevent recurrence.
Hands-on Experience with Technologies:
- Containers & Orchestration: Experience with Docker and container orchestration platforms like Kubernetes, OpenShift, or AWS EKS.
- Logging & Monitoring: Familiarity with logging platforms such as ELK/EFK, and monitoring solutions like Prometheus and Grafana.
- Message Queues: Experience with message brokers like RabbitMQ, Kafka, Redis, AWS SQS, or AWS SNS.
- Cloud Platforms: Strong knowledge of AWS and experience with Infrastructure as Code (IaC) tools such as Terraform.
- Linux Systems: Proficient with Linux-based systems (e.g., RHEL, Amazon Linux).
- CI/CD: Proficiency with Jenkins, Git, and GitOps for automated deployments.
- Scripting & Automation: Familiar with general programming/scripting languages (e.g., shell scripting, Ansible, Python) for automating processes and tasks.
- Structure, focusing on performance, reliability, and cost efficiency.
