Granicus India · 9 hours ago
Service Operations Specialist
United States
Full-time
Remote
Senior Level, Lead/Staff
10+ years expGranicus is a leading technology company transforming the Govtech industry by connecting governments with their constituents. The Service Operations Specialist will coordinate service management processes, improve product availability, and partner with technology teams to ensure service delivery and reliability.
Computer Software
Responsibilities
Drive the efficiency and effectiveness of the processes (Change Management, Incident Management, etc.)
Manage and own the tools
Create and improve standard operating procedures related to incident management
Report on various metrics pertaining to product service delivery, health and reliability
Review incident data to address problems (To find recurring issues and determine severity)
Analyze problems for correct prioritization and classification
Track incidents and problems through their lifecycle
Take command of incidents by setting up or taking over a cross functional technical bridge call, comprised of Senior Engineers and SRE team members
Drive the technical root cause analysis process by sizing up issues correctly, assembling the correct technical teams and driving the technical remediation plan
Actively participate and drive incremental improvements to our Incident Runbooks through process creation, tool building and participating in post-incident reviews
Ensure internal readiness at all times by leading training sessions, simulations and drills
Working with relevant teams, driving to root cause and ensuring corrective actions are identified and implemented
Coordinate tasks of others to assist with analysis and resolution of incidents and problems
Coordinate roles and responsibilities during incidents to analyse current state and work towards resolution
Conduct in-person incident review meetings as well as ensure incidents and problems are well documented
Oversee the various monitoring solutions and their processes across product operation teams
Develop and support the automation of routine operational activities
Maintain and contribute to knowledgebases related to product service delivery, health, and reliability
Maintain currency and accuracy of the corporate Configuration Management DB (CMDB)
Schedule, participate and report on the success of business continuity exercises
Lead the Major Event planning process and manage maintenance windows as required
Participate in an on-call rotation for weekend Incident management functions
Qualification
Required
Bachelor's degree in related field or 10 plus years of experience
Exceptional communication skills and experience interacting with all levels of the organization
Solid understanding of Incident Management, Problem Management and Change Management
Strong knowledge of data Center infrastructure and operating systems
Experience in leading complex technology incidents, preferably in a SaaS based environment
Certification in ITIL
Proven organizational skill with the ability to develop a detailed work plan to ensure project success
Demonstrated problem solving skills with the ability to work collaboratively with other departments to resolve issues
Possess excellent written and verbal communication skills
Ability to work in a fast-paced environment; handle multiple priorities
Benefits
Employee Resource Groups to encourage diverse voices
Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
Company
Granicus India
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase