Service Operations Manager - Incident and Change

Who we are

We're Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you're welcome.) At Redis, you'll work with the fastest, simplest technology in the business—whether you're building it, telling its story, or selling it to our 10,000+ worldwide customers. We're creating a faster world with simpler experiences. You in?

Why Would You Love This Job?
You excel at maintaining calm under pressure, guiding teams toward efficient incident resolution.
You enjoy streamlining processes and using data to enhance how services operate.
You thrive in a collaborative, flexible environment where you can influence both immediate responses and long-term improvements.
You want to see the direct impact of your work on service stability, customer satisfaction, and overall business success.
What You Will Do
Coordinate Incidents: Lead incident resolution efforts by orchestrating communication, documenting progress, and driving timely outcomes.
Facilitate Stakeholders: Work closely with cross-functional teams—from engineering to operations—to ensure swift mitigation of issues.
Monitor & Report: Develop or refine dashboards and metrics (e.g., in Tableau or similar tools) to track incident frequency, response times, and resolution effectiveness.
Maintain Processes: Contribute to or create frameworks for incident management, ensuring consistency and best practices are followed.
Problem Management: Investigate root causes of recurring issues, collaborating with relevant teams to prevent future incidents.
On-Call Rotation and shift/s: Participate in a rotating schedule to support the organization's 24/7 operational needs.
What You Will Need
Experience Level: Mid-level background in incident or problem management (formal education is a plus, but equivalent work experience is welcome). 2-5 years experience within the incident and problem management practices will be ideal for this role.
Metrics Creation and Dashboarding: 2+ years experience in taking multiple raw data sources and creating upleveled trended metrics for reporting and data driven decision making.
Communication Skills: Proven ability to lead teams and communicate effectively during high-pressure situations. Comfortable speaking to executive level audiences on impacting events.
Tools & Technologies: Familiarity with common incident management platforms (e.g., Squadcast, Jira, BigPanda, Zabbix) and basic data visualization (e.g., Tableau).
Organizational Abilities: Strong tracking, documentation, and follow-up skills to keep incident records accurate and up-to-date.
Adaptability: Comfortable adjusting to shifting priorities and handling multiple incidents concurrently.
Extra – Great If You Have
Database Knowledge: Exposure to Redis or other database technologies that can inform better incident triage.
Scripting Skills: Basic Python or similar experience to streamline tasks or integrations.
Process Improvement Background: Experience in problem management or frameworks like ITIL to drive ongoing enhancements.

#LI-Hybrid #LI-BL1

As a global company, we value a culture of curiosity, diversity of thought, and innovation from our employees, customers, and partners. Redis is committed to a diverse and inclusive work environment where all employees' differences are celebrated and supported, and everyone feels safe to bring their authentic selves to work. Redis is dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law. We strive to create a workplace where every voice is heard, and every idea is respected.

Redis is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you think you may require accommodations for any part of the recruitment process, please send a request to [email protected]. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

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