Associate Service Delivery Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee the complete incident lifecycle, which includes detection, triage, escalation, and resolution in accordance with SLA commitments.

• Collaborate with Cloud Operations, SRE, Engineering, and Support teams during incidents.

• Assess incident severity and establish escalation pathways based on impact, urgency, and system criticality.

• Deliver structured and timely incident updates to internal stakeholders and customer-facing teams.

• Assist in root cause analysis by gathering inputs, validating findings, and monitoring corrective and preventive actions to completion.

• Recognize recurring issues and participate in problem management initiatives.

• Track incident trends, response times, and SLA compliance while recommending data-driven enhancements.

• Develop and refine runbooks, playbooks, and standard operating procedures.

• Enhance service resilience and operational processes in collaboration with Engineering, SRE, and Cloud Operations.

• Utilize AI-assisted analysis for incident triage, signal interpretation, and root cause investigations.

• Leverage AI-driven insights to enhance prioritization, minimize MTTD and MTTR, and reduce customer impact.

• Identify and execute automation opportunities in incident management, RCA, reporting, and operational workflows.

• Employ observability, telemetry, monitoring signals, and AI analytics to detect anomalies, risks, and service degradation.

• Contribute to AIOps capabilities including anomaly detection, event correlation, alert noise reduction, and predictive risk identification.

• Optimize alerting mechanisms, dashboards, and operational runbooks.

• Evaluate the impact of AI/AIOps through reductions in incidents, the quality of alerts, and the adoption of automation.

⛳️ Requirements

• Proven experience in service delivery, incident management, or service operations within a high-availability environment.

• Practical experience in managing incidents and coordinating cross-functional teams in time-sensitive situations.

• Strong analytical and problem-solving capabilities.

• Familiarity with incident lifecycle management, RCA processes, and problem management practices.

• Knowledge of AI tools such as Copilot or similar.

• Exposure to AIOps concepts such as observability, telemetry, anomaly detection, and intelligent alerting.

• Ability to interpret telemetry, logs, and monitoring signals.

• Experience with ITSM tools like Jira, ServiceNow, PagerDuty, or comparable platforms.

• Excellent communication skills for engaging with both technical and non-technical stakeholders.

• Capacity to handle multiple priorities while maintaining focus on service restoration and operational results.

• Preferred: experience in SaaS or cloud-based environments and distributed systems.

• Preferred: familiarity with monitoring platforms like Datadog, New Relic, or similar.

• Preferred: exposure to automation, scripting, or workflow optimization.

• Preferred: understanding of AWS or Azure.

• Preferred: experience in contributing to AIOps-enabled initiatives.

• Preferred: ITIL certification or equivalent service management training.

• Bachelor's degree in a related field or equivalent practical experience.

• Ability to maintain the confidentiality, integrity, and availability of information assets.

• Responsibility for employee and customer data privacy and completion of required privacy training.

🏝️ Benefits

• Remote-first work environment.

• Employee Resource Groups.

• Coffee with Mark sessions with the CEO.

• Microsoft Teams communities focused on wellness, art, pets, family, and parenting.

• Special guest sessions on issues affecting employees.