Senior Manager Job

ROLE PURPOSE

The aim is to state the overall significance of the job from the organization’s perspective.

To lead and enhance the assurance of Elm’s managed solutions and services by overseeing the performance, reliability, and availability of applications and technology services. The role ensures 24/7 monitoring, supports field operations, drives resolution of performance issues, and safeguards the quality of service delivery throughout the product lifecycle.

KEY ACCOUNTABILITIES & ACTIVITIES

This section describes the principal outputs required from the job.

Key Accountabilities

Key Activities

1. Performance & Availability Assurance

• Oversee system performance testing and validation for Elm applications.
• Lead efforts to detect and resolve application performance issues.
• Ensure continuous improvement of system uptime and availability.

2. 24/7 Monitoring and Incident Management

• Supervise end-to-end monitoring of production services.
•  Establish response procedures and follow-up on critical incidents to ensure minimal service disruption.
• Review monitoring dashboards and lead root cause analysis.

3. Service Reliability & Lifecycle Support

• Ensure operational readiness of services through coordination with development and infrastructure teams.
• Monitor SLAs and drive actions to meet service reliability KPIs.
• Review deployment and transition plans for new services.

4. Field Support Enablement

• Oversee and coordinate technical field support for Elm services requiring onsite intervention.
• Evaluate recurring issues and recommend technical resolutions to minimize field incidents.
• Facilitate knowledge sharing between support and engineering teams.

JOB SPECIFICATIONS

Academic and professional qualifications

• Bachelor’s Degree in Information Technology, Computer Science, Engineering, or a related field
• MBA or equivalent post-graduate qualification is preferably

Years and Nature of Experience

• 8 - 10 years of relevant experience in a related industry