Job Description

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Job Description:

SaaS Operations Service Manager

USA - Utah, Draper

Broadcom is seeking an Operations Service Manager responsible to work with SaaS product teams and Site Reliability Engineers (SREs) to maintain and drive up the operational availability, performance and reliability for a portfolio of SaaS products. You will be part of a talented team of engineers that demonstrates superb technical competency, delivers mission-critical infrastructure and ensures the highest levels of availability (24x7x365), performance and security.

Key Responsibilities

Identify and track opportunities to improve the site reliability of SaaS products and prioritize them in a backlog of work for product teams and SREs

Drive corrective actions and defect prioritization with product groups

Submit operational user stories for supportability improvements

Perform operational sign off for RCAs for assigned product portfolio

Ensure product operational weaknesses are continually fed back to product engineering teams

Conduct monthly interlock between various stakeholder groups to ensure alignment on key objectives and outcomes

Present product availability and KPI data and provide updates on progress toward product site reliability goals to senior stakeholders in monthly service reviews

Review and approve planned changes to the production environment for assigned product portfolio

Work with assigned SREs to onboard new SaaS products into Broadcoms standard SaaS operational model

Review onboarding readiness with assigned SREs then request and obtain acceptance from Service Ops leaders at onboarding process gates

Participate in operational service audits and lead/direct operational evidence gathering

Required Experience and Skills

BS in Computer Science, Information Systems, Computer Engineering or a related subject and 8+ years experience

MS in Computer Science, Information Systems, Computer Engineering or a related subject and 6+ years experience

Excellent interpersonal, verbal and written communication skills including presentation skills with a high degree of comfort speaking and collaborating with executives, managers, product developers and peers.

Strong organizational and project management skills

Strong troubleshooting, analysis and problem solving skills.

Demonstrated drive for continuous improvement

Knowledge of operational processes and priorities.

Experience working within a SaaS operations team and operating large scale customer-facing SaaS environments with high availability requirements

Experience with agile software methodology and tools

Knowledge of SaaS system architecture and concepts, especially within a public cloud environment

Public cloud experience, preferably with GCP and GKE. One or more GCP and/or GKE certifications are highly desirable.

Experience with product monitoring and configuring monitoring tools is highly desirable.

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.

If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.