Service Reliability Manager

Igneous creates a new approach to Unstructured Data Management that overcomes the modern challenge of file and object data at multi-petabyte scale. Deployable onsite, offsite, in any cloud, and for any protocol - our fully-managed service makes it simple to discover, protect, and move PB-scale data at blazing speeds. Data-centric organizations rely on Igneous Data-Management-as-a-Service to enable diverse workloads ranging from streaming media to curing cancer.

Description

The SRM is responsible for both proactive and reactive monitoring and messaging for events or alerts which negatively impact Igneous services and customer experience.  This role will act as an liaison to coordinate internal efforts and drive issue resolution and effective messaging for all issues that require customer contact or follow up.  The SRM will also be responsible for developing, monitoring and reporting of trends and metrics to measure and improve platform stability, reliability and overall customer experience.  The SRM will own all outbound customer messaging related to issues with the Igneous Service.

Primary Responsibilities:

• Own messaging for customer issues and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.

• Ensure customer issues are appropriately prioritized and resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change.

• Facilitate creation of tooling and documentation to improve customer experience from customer onboarding to steady state.

• Lead improvements by identifying trends and customer issues and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity.

• Facilitate and report on Customer focused daily stand-ups to ensure appropriate visibility of key customer issues including issue status reporting, issue status activities, and resources.

• Ability to translate technical concepts to peers, management, leadership and customers.

• Support leadership in strategic, business, and operational planning

• Coordinate upgrade/release activities for the Service Reliability Engineering Team

Requirements:

• Minimum of 5 years’ experience in Customer issue management and communication, and/or supervision

• Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects

• Proven track record of working collaboratively to improve the customer’s experience

• Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels

• Ability to navigate complexity and create collaborative, cross-functional solutions

• Strong communication, presentation, and relationship management skills

• Able to translate complex issues in an understandable, organized way

• Experience with Unix and basic command lines a must