Job Overview

We are seeking an experienced and motivated person to manage our 24x7 Technology Operations Center (TOC). As the head of the TOC, you will be responsible for the day-to-day operations of the TOC and its engineers. You and your team will work closely with other teams across the entire Cendyn organization to ensure the uptime, stability, observability, monitoring, and operations of our global infrastructure.

This position reports to the Vice President of Platform Engineering.

Responsibilities

Technology Operations Center (TOC) Operations

• Lead and manage a team of engineers responsible for operating and supporting our global infrastructure, including public cloud and on-premise datacenters.

• Manage day-to-day activities within the TOC

• Develop and refine Standard Operating Procedures (SOPs) with the TOC and Platform Engineering team

24x7 Monitoring

• Lead a 24 x 7 x 365 eyes-on-glass monitoring team

• Respond to alarms and metrics patterns as needed

• Refine, optimize, and perfect alarms, monitors, triggers, and alerts

• Route alarms and alerts to the correct teams

Incident Response

• Respond to incidents in a timely manner in compliance with SLA’s and SOP’s

• Manage incident response across the Cendyn organization

• Coordinate remediation efforts

• Ensure the effective communication and coordination across organization lines

Platform Engineering

• Provide Level-1 support for the Platform Engineering team

• Perform routine tasks by leveraging pre-built automation and processes

• Manage issue and request intake for the Platform Engineering team

• Identify knowledge and documentation gaps and assist in documenting tools, technologies, systems, etc.

People Management

• Lead and manage a small team of engineers (fewer than 10)

• Conduct regular 1-on-1’s with each team member

• Provide performance and professional feedback

Requirements

• Bachelors Degree in Computer Science, Information Technology, or a related field

• 2+ years experience as a team lead or technical people manager

• 5+ years experience with Cloud Operations, DevOps, Site Reliability Engineering (SRE), Software Development, Platform Engineering, SaaS Operations, or similar disciplines

• 2+ years experience managing an on-call system (OpsGenie, Pagerduty)

• 5+ years experience with modern observability tools, such as (but not limited to):

  • Datadog

  • New Relic

  • Prometheus / Grafana

  • AWS CloudWatch

  • GCP StackDriver

  • Splunk

  • Elasticsearch Stack (ELK)

  • Nagios, Zabbix, Sensu, LogicMonitor, Dynatrace, etc.

• 5+ years experience with Atlassian – JIRA, Confluence

• Experience with Microsoft Office (Excel, Word, PowerPoint, Outlook, Teams, etc.)

• Strong organization skills and attention to detail

• Exceptional English communication skills, both spoken and in writing

Work Timings & Location

• Monday through Friday, 2PM - 11PM IST

• Must be able to overlap with US EDT time zone

• Hybrid, 2 days/week in Hyderabad office; fully remote considered for the right candidate.

EEO Statement:

Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Cendyn expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.