Key Responsibilities:

Operational Leadership:

Oversee day-to-day SRF operations for timely and accurate service request fulfillment.
Ensure adherence to SRF processes and conduct thorough reviews of MOPs and CRs.
Manage production activities like RHEL patching, Oracle PSU, and EP deployments.

Team Management & Development:

Mentor and guide team members to enhance technical and process competence.
Develop backup readiness plans for critical customer accounts.
Conduct training sessions and encourage completion of mandatory certifications (e.g., RHCSA).

Process Improvement & Innovation:

Automate repetitive tasks to increase efficiency and reduce errors.
Implement innovations to streamline SRF workflow and improve operations.

Stakeholder Management:

Provide regular updates and insights during incident calls and communications.
Manage escalations and ensure seamless operations through active communication.
Compliance & Security:

Ensure secure access management and adhere to organizational policies.
Maintain session logs for accountability and security requirements.
Reporting & Performance Tracking:

Prepare and deliver monthly scorecards for team performance evaluation.
Track and document extra work to showcase team contributions.
Key Skills & Competencies:

Strong knowledge of SRF processes, EWP22, RHEL, Oracle PSU, and DevOps/cloud technologies.
Ability to mentor, motivate, and manage a team effectively.
Strong focus on problem-solving, task prioritization, and error-free execution.
Excellent communication and collaboration skills.
Capability to identify opportunities for automation and process improvements.
Deep understanding of ethics, security, and operational compliance requirements.

Qualifications:

Minimum 5 years in operations management or SRF-related roles, with at least 2 years in a leadership capacity.
RHCSA certification (mandatory or in progress), SLP, and OKR.
Familiarity with DevOps tools, cloud technologies, and configuration management systems.
Bachelor’s degree in computer science, IT, or a related field (preferred).
KPIs (Key Performance Indicators):

Percentage of error-free changes and escalations managed.
Team’s completion rate for assigned certifications and training.
Automation initiatives successfully implemented.
Stakeholder feedback on visibility and operational outcomes.
Monthly scorecard performance and team adherence to SLAs.
Backup readiness for critical accounts.