Sr Manager, DevOps L1 support & Customer Enablement

Overview

Lead a global Customer Enablement and 24×7 DevOps Level 1 operations organization supporting highly available SaaS platforms. Drive customer experience, operational reliability, incident response, and continuous improvement.

What you'll do

• Lead 24×7 DevOps L1 support, incident response, escalation, and cross-region handoffs.
• Define and improve operational KPIs including availability, MTTR, SLA compliance, RCA, and backlog health.
• Lead major customer-impacting incidents and coordinate cross-functional resolution.
• Manage customer onboarding, infrastructure readiness, feature enablement, and go-live governance.
• Establish governance for Incident, Problem, Change, On-Call, and RCA processes.
• Drive Infrastructure as Code, AI-assisted operations, runbooks, self-service, and workflow automation.
• Build and mentor a high-performing, globally distributed DevOps L1 team.

What you'll need

• 12+ years in DevOps, SRE, Cloud Operations, or Production Engineering.
• 5+ years leading engineering teams or managers.
• Engineering degree in Computer Science or a related technical field.
• Experience leading globally distributed 24×7 DevOps L1 and Customer Enablement operations.
• Knowledge of AWS, Google Cloud Platform, or Microsoft Azure.
• Knowledge of Kubernetes, Terraform, CI/CD, GitOps, automation, Linux, networking, and distributed systems.
• Experience with incident management, on-call operations, RCA, SLA/SLO governance, and production reliability.

Nice to have

• Experience automating workflows with Python, APIs, or workflow automation.
• Experience with AI-assisted support, knowledge retrieval, and self-service solutions.
• Familiarity with SRE, ITIL, Incident Management, and Problem Management practices.

Details

• Location: Bangalore.