SysOps Manager
ActionIQ unifies customer data and empowers marketers to deliver relevant customer experiences. Our product features self-service audience discovery and true cross-channel orchestration powered by AI-driven insights and decisions. This product and the platform it operates on is a complex and feature-rich distributed data system which we offer as a multi-cloud SaaS solution to our clients.
ActionIQ is looking for a Manager to lead our new System Operations (SysOps) team. Our ideal candidate has prior experience working on an incident management team and is familiar with modern incident response concepts, tools, and processes. We are looking for a leader with a track record of continuous improvement, building engaged teams, and delivering high impact projects in an SLA-driven environment.
Responsibilities Include:
- Launch and grow a team of SysOps Engineers.
- Work with engineering teams to document and standardize incident responses.
- Work with the Director, Tech Ops to Define key operational metrics, develop reporting infrastructure and cadence, set targets, and continuously improve.
- Identify gaps in information flow that impact MTTR and MTTD.
- Support and monitor ActionIQ’s product in order to provide clarity of platform health and timely incident response.
- Provide clear system status to cross-functional stakeholders.
- Work closely with the SRE and product engineering teams to identify signal vs noise in our alert streams.
- Participate in design reviews with an eye for operability and complexity.
- Lead daily standup meetings.
- Provide clear and actionable feedback to product teams, derived from incident streams.
Requirements
- Experience as a Manager of a operations team.
- 5+ years as an individual contributor on an IT Operations or Engineering team where writing code, responding to incidents, reporting to stakeholders, was part of your role.
- Experience with writing and following policy and process documentation.
Nice to Have:
- Experience working in a startup environment highly desired.
- Experience supporting an enterprise SaaS product.
- Experience working in an SLA-driven environment.
- Experience operating within compliance and security frameworks like SOC 2, HIPAA, NIST 800-53, or similar.
Benefits
- Work with a fun, inclusive, and smart team of people as we build a NYC-based enterprise software company!
- Competitive compensation package, including significant equity component.
- Backed by top-tier VCs (Sequoia, Andreessen Horowitz, FirstMark Capital).
- Top health insurance benefits.
- Convenient working location with great subway access.