RedisLabs Senior Services Operations Manager 

United States, Kentucky 

478942010

• Analyze Incidents & Trends : Conduct in-depth analysis of incidents and systemic problems to pinpoint root causes and emerging trends.
• Build & Maintain Metrics : Develop dashboards and reports in Tableau to track and communicate key operational metrics and KPIs.
• Jira Expertise : Configure and optimize Jira workflows for incident and problem management, ensuring data accuracy and process efficiency.
• Data-Driven Recommendations : Collaborate with cross-functional teams (engineering, product, support) to propose and drive improvements based on your insights.
• Automate & Streamline : Utilize your coding and scripting skills (e.g., Python, SQL) to automate data collection, analysis, and reporting.
• Communicate Findings : Present clear, concise recommendations to leadership to influence decision-making and drive continuous improvement.
• Proven ability to create new programs and/or processes , including designing workflows, defining goals and KPIs, and implementing continuous improvements based on data-driven insights.
• 24/7 Operations Support : Participate in on-call rotations as needed to support critical incidents, ensuring timely response and resolution.

What will you need?

• Professional Experience : 5+ years in service operations, data analysis, or related roles, ideally in a high-tech or SaaS environment.
• Technical Proficiency : Advanced Tableau skills for data visualization, coupled with hands-on experience in Jira for incident and problem management.
• Coding/Scripting : Competency in at least one language (e.g., Python, SQL) to automate tasks and manipulate data.
• Analytical Mindset : Strong critical thinking, attention to detail, and ability to break down complex issues into actionable steps.
• Communication Skills : Excellent verbal and written communication abilities, with the capacity to influence stakeholders at all levels.

• Redis Familiarity : Hands-on knowledge of Redis or other NoSQL databases.
• Advanced Automation Techniques : Experience with automated workflows, CI/CD pipelines, or DevOps best practices.
• Industry Certifications : Relevant certifications in ITIL, Agile, or similar frameworks.
• Advanced Knowledge: within Tableau, Jira, BigPanda

The estimated gross base annual salary range for this role is$125,000–$164,477