ShipBob, Inc.

Manager, Software Operations Center

ShipBob, Inc.

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇮🇳 India

Visit company website
✨ AI Apply
Apply

Job Level

SeniorLead

Tech Stack

AWSAzureCloudGoogle Cloud Platform.NETPythonServiceNowSQL

About the role

  • Team Leadership and Shift Management
  • Manage and mentor Technical Support Engineer across three shifts, ensuring 24/7 coverage for production systems.
  • Oversee shift handovers and documentation to maintain continuity and minimize downtime.
  • Handle recruitment, onboarding, performance reviews, and career development for support staff.
  • Incident Management and Root Cause Analysis
  • Ensure timely resolution of IPS (Incident/Problem/Support) tickets within SLA commitments.
  • Conduct root cause analysis and share findings with engineering teams to prevent recurrence.
  • Maintain dashboards and reports highlighting recurring issues and trends.
  • Process Improvement and Automation
  • Develop and maintain SOPs for common issues and resolutions.
  • Identify opportunities for automation (e.g., scripting repetitive tasks, integrating monitoring tools).
  • Run initiatives to improve operational efficiency and reduce ticket volume.
  • Collaboration and Reporting
  • Partner with SOC Director for monthly reviews and stakeholder meetings.
  • Foster solid relationships with engineering and product teams for knowledge sharing and joint problem-solving.
  • Additional duties and responsibilities as necessary.

Requirements

  • Technical knowledge:
  • Sound understanding of production support environments, including incident triage, escalation, and resolution workflows.
  • Hands-on experience with monitoring and alerting tools (e.g., Datadog, PagerDuty, New Relic).
  • Familiarity with ticketing systems like Jira or ServiceNow.
  • Working knowledge of SQL for data analysis and troubleshooting.
  • Basic proficiency in scripting languages (e.g., Python, PowerShell, or Bash) for automation and operational tasks.
  • .NET Framework experience: Ability to troubleshoot .NET applications, understand code-level issues, and collaborate with engineering teams on fixes.
  • Understanding of cloud platforms (AWS, Azure, or GCP) and concepts like load balancing, failover, and high availability.
  • Exposure to CI/CD pipelines and deployment processes for troubleshooting release-related issues.
  • Ability to interpret application logs, debug issues, and collaborate with engineering teams on fixes.
  • AI/ML knowledge: Familiarity with using AI/ML tools for anomaly detection, predictive monitoring, and automating repetitive support tasks.
  • Bachelor’s degree in Computer Science, Engineering, or related field.
  • 7+ years of experience in technical support or operations, with at least 3 years in a managerial role.
  • Demonstrated expertise in incident management and root cause analysis in high-availability environments.
  • Familiarity with monitoring and ticketing tools (e.g., Jira, PagerDuty, Datadog).
  • Excellent leadership, communication, and organizational skills.
  • Ability to work flexible shifts in a 24/7 environment.
Benefits
  • Medical, Term & Accidental Insurance
  • All Purpose Leave (casual & sick time): 12 days
  • Earned Leave: 15 days
  • Public Holiday: 12 days
  • Generous Maternity & Paternity Leave
  • Quarterly Wellness Day
  • Work From Home Allowance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
incident managementroot cause analysisSQLscripting languages.NET Frameworkcloud platformsCI/CD pipelinesAI/ML toolsautomationdata analysis
Soft skills
team leadershipmentoringcommunicationorganizational skillscollaborationproblem-solvingperformance reviewsrecruitmentonboardingoperational efficiency