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4 Icertis Senior Manager Jobs
Senior Manager, Cloud Ops
Icertis
posted 1mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Administrative and Analytical Support
- Assist Engineering Operations leaders with administrative tasks and data analysis.
- Document meeting notes and action items for the Engineering and Cloud teams.
- Review Root Cause Analysis (RCA) documents, ensuring resolution and timely closure of RCA cases.
- Analyze ServiceNow cases to identify key issues for engineering improvement discussions.
- Facilitate resolution and progress tracking for improvement initiatives.
Customer Recovery Project Management
- Lead and execute assigned customer recovery projects in Engineering Operations.
- Maintain and manage data repositories/SharePoint for customer escalation records.
- Organize review meetings for customer escalations and ensure follow-up actions are completed.
Project Tracking and Dashboard Analytics
- Develop and maintain dashboards to monitor the performance of Engineering groups in ServiceNow.
- Provide real-time dashboards for daily and periodic reviews by Engineering Operations leaders.
- Coordinate with internal teams, including Customer and Professional Services groups, to standardize ServiceNow case analysis and reporting processes.
Performance Scorecards and Metrics
- Create and maintain scorecards to track ticket performance and identify trends.
- Monitor cases assigned to triage and engineering teams, tracking metrics like Mean Time to Resolution (MTTR).
- Manage action trackers and task boards for Triage, Cloud, and Engineering teams.
Cross-Functional Collaboration and Issue Resolution
- Drive cross-functional actions to resolve aged customer defect and problem cases.
- Manage and triage problem-type tickets for Cloud operations.
Cloud Financial Operations (FinOps)
- Monitor and manage cloud budgets and operational costs across Azure and AWS platforms.
- Support Cloud FinOps initiatives by tracking, optimizing, and reporting infrastructure expenses.
Talent Management and Team Building
- Assist in the recruitment and hiring process for the Cloud and DevOps groups.
Education and Experience :
- Bachelor s degree in a related field (Engineering, Computer Science, or equivalent).
- Proven experience in operations, data analysis, or project management.
Technical Skills :
- Proficiency in using ServiceNow or similar platforms for case management.
- Experience in dashboard creation and data visualization tools (e.g., Power BI, Tableau).
- Familiarity with cloud platforms like Azure and AWS, including FinOps practices.
Soft Skills :
- Strong organizational and time management skills.
- Excellent communication and collaboration abilities to work across teams.
- Problem-solving mindset with a focus on driving results and continuous improvement.
Preferred Experience :
- Background in engineering operations or technical support functions.
- Experience with customer escalation management and RCA processes.
- Understanding of DevOps team dynamics and talent acquisition processes.
Administrative and Analytical Support
- Assist Engineering Operations leaders with administrative tasks and data analysis.
- Document meeting notes and action items for the Engineering and Cloud teams.
- Review Root Cause Analysis (RCA) documents, ensuring resolution and timely closure of RCA cases.
- Analyze ServiceNow cases to identify key issues for engineering improvement discussions.
- Facilitate resolution and progress tracking for improvement initiatives.
Customer Recovery Project Management
- Lead and execute assigned customer recovery projects in Engineering Operations.
- Maintain and manage data repositories/SharePoint for customer escalation records.
- Organize review meetings for customer escalations and ensure follow-up actions are completed.
Project Tracking and Dashboard Analytics
- Develop and maintain dashboards to monitor the performance of Engineering groups in ServiceNow.
- Provide real-time dashboards for daily and periodic reviews by Engineering Operations leaders.
- Coordinate with internal teams, including Customer and Professional Services groups, to standardize ServiceNow case analysis and reporting processes.
Performance Scorecards and Metrics
- Create and maintain scorecards to track ticket performance and identify trends.
- Monitor cases assigned to triage and engineering teams, tracking metrics like Mean Time to Resolution (MTTR).
- Manage action trackers and task boards for Triage, Cloud, and Engineering teams.
Cross-Functional Collaboration and Issue Resolution
- Drive cross-functional actions to resolve aged customer defect and problem cases.
- Manage and triage problem-type tickets for Cloud operations.
Cloud Financial Operations (FinOps)
- Monitor and manage cloud budgets and operational costs across Azure and AWS platforms.
- Support Cloud FinOps initiatives by tracking, optimizing, and reporting infrastructure expenses.
Talent Management and Team Building
- Assist in the recruitment and hiring process for the Cloud and DevOps groups.
Education and Experience :
- Bachelor s degree in a related field (Engineering, Computer Science, or equivalent).
- Proven experience in operations, data analysis, or project management.
Technical Skills :
- Proficiency in using ServiceNow or similar platforms for case management.
- Experience in dashboard creation and data visualization tools (e.g., Power BI, Tableau).
- Familiarity with cloud platforms like Azure and AWS, including FinOps practices.
Soft Skills :
- Strong organizational and time management skills.
- Excellent communication and collaboration abilities to work across teams.
- Problem-solving mindset with a focus on driving results and continuous improvement.
Preferred Experience :
- Background in engineering operations or technical support functions.
- Experience with customer escalation management and RCA processes.
- Understanding of DevOps team dynamics and talent acquisition processes.
Education and Experience :
- Bachelor s degree in a related field (Engineering, Computer Science, or equivalent).
- Proven experience in operations, data analysis, or project management.
Technical Skills :
- Proficiency in using ServiceNow or similar platforms for case management.
- Experience in dashboard creation and data visualization tools (e.g., Power BI, Tableau).
- Familiarity with cloud platforms like Azure and AWS, including FinOps practices.
Soft Skills :
- Strong organizational and time management skills.
- Excellent communication and collaboration abilities to work across teams.
- Problem-solving mindset with a focus on driving results and continuous improvement.
Preferred Experience :
- Background in engineering operations or technical support functions.
- Experience with customer escalation management and RCA processes.
- Understanding of DevOps team dynamics and talent acquisition processes.
Education and Experience :
- Bachelor s degree in a related field (Engineering, Computer Science, or equivalent).
- Proven experience in operations, data analysis, or project management.
Technical Skills :
- Proficiency in using ServiceNow or similar platforms for case management.
- Experience in dashboard creation and data visualization tools (e.g., Power BI, Tableau).
- Familiarity with cloud platforms like Azure and AWS, including FinOps practices.
Soft Skills :
- Strong organizational and time management skills.
- Excellent communication and collaboration abilities to work across teams.
- Problem-solving mindset with a focus on driving results and continuous improvement.
Preferred Experience :
- Background in engineering operations or technical support functions.
- Experience with customer escalation management and RCA processes.
- Understanding of DevOps team dynamics and talent acquisition processes.
Administrative and Analytical Support
- Assist Engineering Operations leaders with administrative tasks and data analysis.
- Document meeting notes and action items for the Engineering and Cloud teams.
- Review Root Cause Analysis (RCA) documents, ensuring resolution and timely closure of RCA cases.
- Analyze ServiceNow cases to identify key issues for engineering improvement discussions.
- Facilitate resolution and progress tracking for improvement initiatives.
Customer Recovery Project Management
- Lead and execute assigned customer recovery projects in Engineering Operations.
- Maintain and manage data repositories/SharePoint for customer escalation records.
- Organize review meetings for customer escalations and ensure follow-up actions are completed.
Project Tracking and Dashboard Analytics
- Develop and maintain dashboards to monitor the performance of Engineering groups in ServiceNow.
- Provide real-time dashboards for daily and periodic reviews by Engineering Operations leaders.
- Coordinate with internal teams, including Customer and Professional Services groups, to standardize ServiceNow case analysis and reporting processes.
Performance Scorecards and Metrics
- Create and maintain scorecards to track ticket performance and identify trends.
- Monitor cases assigned to triage and engineering teams, tracking metrics like Mean Time to Resolution (MTTR).
- Manage action trackers and task boards for Triage, Cloud, and Engineering teams.
Cross-Functional Collaboration and Issue Resolution
- Drive cross-functional actions to resolve aged customer defect and problem cases.
- Manage and triage problem-type tickets for Cloud operations.
Cloud Financial Operations (FinOps)
- Monitor and manage cloud budgets and operational costs across Azure and AWS platforms.
- Support Cloud FinOps initiatives by tracking, optimizing, and reporting infrastructure expenses.
Talent Management and Team Building
- Assist in the recruitment and hiring process for the Cloud and DevOps groups.
Education and Experience :
- Bachelor s degree in a related field (Engineering, Computer Science, or equivalent).
- Proven experience in operations, data analysis, or project management.
Technical Skills :
- Proficiency in using ServiceNow or similar platforms for case management.
- Experience in dashboard creation and data visualization tools (e.g., Power BI, Tableau).
- Familiarity with cloud platforms like Azure and AWS, including FinOps practices.
Soft Skills :
- Strong organizational and time management skills.
- Excellent communication and collaboration abilities to work across teams.
- Problem-solving mindset with a focus on driving results and continuous improvement.
Preferred Experience :
- Background in engineering operations or technical support functions.
- Experience with customer escalation management and RCA processes.
- Understanding of DevOps team dynamics and talent acquisition processes.
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Senior Manager roles with real interview advice
What Senior Manager at Icertis are saying
Rating based on 1 Senior Manager
review
Anonymous · Customer Success, Service & Operations
Likes
Absolutely incompetent Management that is excellent at marketing and selling to customers.
- Salary - Good
Dislikes
The founders are least interested in growing the company. They only want all the money and fame only for themselves. People are hired with false promises and hopes and then fired randomly despite doing a good job . Everyone is running around like headless chickens with no proper planning, business direction and strategy. Highly inco..Read More
- Skill development - Bad+5 more
Senior Manager salary at Icertis
reported by
17
employees
with 13-19
years exp.
₹32
L/yr - ₹42
L/yr
84%
more
than the average Senior Manager Salary in India
View more details
What Icertis employees are saying about work life
based on 287 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Icertis Benefits
Submitted by Company
Company RSUs Health Insurance Work From Home Matching Gift Program Company sponsored soft-loans
Submitted by Employees
View more benefits 
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