Operations Manager - Tech solutions (L2)

Everseen; Pune; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Everseen is seeking an Operations Manager - Service Delivery to lead technical execution and operations for global service delivery. You will oversee team performance, coordinate with engineering, and ensure SLA adherence across strategic accounts.

The role combines technical leadership with customer engagement, focusing on deployment, monitoring, and automation to reduce issues and improve uptime. Strong experience in Linux, Docker/Podman, Kubernetes, and automation is required.

Qualifications

• 8+ years experience in a service delivery, tech support or solution engineering role in a global matrixed organization.
• Bachelor's degree in engineering, computer science or equivalent (preferred).
• Extensive experience with Linux systems; proficient in Docker and/or Podman; expert knowledge of standard network protocols.
• Extensive understanding of networking concepts including VPNs, subnets, DNS configurations, SSL certificates, etc.
• Demonstrated experience with automation tools, especially Ansible; knowledge of ELK Stack; REST, NGINX, JSON, XML; Message brokers (e.g. MQTT, RabbitMQ, Redis); TypeScript, Python, JavaScript; RTSP feeds; Kubernetes and Ansible, Terraform, OpenShift.
• Expert-level knowledge of Prometheus (PromQL, alerting rules, exporters) and Grafana (dashboard creation, data source integration, alerting).
• Proactive self-starter with the capacity to engage in multiple initiatives concurrently; adaptable to changing project requirements.

Responsibilities

• Manages and leads the team, overseeing day-to-day operations and project activities.
• Acts as a point of escalation for team issues and challenges.
• Resolves conflicts within the team, ensuring a productive and harmonious working environment.
• Collaborate with engineering to architect, scale, and optimize global monitoring infrastructure for edge and SaaS solutions
• Collaborate with product and software engineering teams to define, track, and enforce SLIs, SLOs, and error budgets.
• Lead technical response during production incidents; facilitate RCA and track corrective actions.
• Identify operational pain points and eliminate repetitive manual tasks by building automation tools and scripts.
• Manage, scale, and optimize production-grade Kubernetes clusters ensuring high availability and security compliance.
• Collaborates with senior leadership to set strategic goals for the team; ensure projects on track.
• Supports customer calls as necessary, serving as a Subject Matter Expert.

Education

Bachelor's degree in engineering/CS

Tools

Docker

Podman

Kubernetes

Ansible

Terraform

OpenShift

Prometheus

Grafana

ELK Stack

REST/JSON/XML

RabbitMQ

MQTT

Redis

NGINX

TypeScript

Python

JavaScript

RTSP

Ansible

Job description

Everseen: A leader in vision AI solutions for the world's leading retailers.

The Role

The Operations Manager - Service Delivery is responsible for the technical execution and operations management of global service delivery. This role combines technical expertise with customer engagement, focusing on technical support, deployment, and ongoing functionality. The Operations Manager will ensure excellence in operations management, coordinating with cross-functional teams, and addressing technical challenges for strategic accounts to ensure consistent SLA performance and customer satisfaction.

Job Responsibilities

Team Management

• Manages and leads the team, overseeing day-to-day operations and project activities.
• Acts as a point of escalation for team issues and challenges.
• Resolves conflicts within the team, ensuring a productive and harmonious working environment.

Team Development

• Develops the team, providing direction and opportunities for skill enhancement.
• Ensures strategic priorities are well-resourced and supported.
• Measures and manages team performance, providing feedback and setting improvement goals.
• Provides coaching and mentorship to team members, fostering a culture of continuous improvement.

Technology Development and Support

• Collaborate with engineering to architect, scale, and optimize global monitoring infrastructure for edge and SaaS solutions
• Collaborate with product and software engineering teams to define, track, and enforce Service Level Indicators (SLIs), Service Level Objectives (SLOs), and Error Budgets.
• Lead technical response during critical production incidents. Facilitate Root Cause Analysis (RCA) and track corrective actions to build permanent engineering safeguards against recurrence.
• Identify operational pain points and eliminate repetitive manual tasks by building robust internal automation tools and scripts.
• Manage, scale, and optimize production-grade Kubernetes clusters ensuring high availability, optimal resource allocation, and strict security compliance.

Strategic Planning and Roadmap Execution

• Collaborates with senior leadership to set strategic goals for the team.
• Holds overall responsibility for the projects the team is working on.
• Ensures all projects are on track and aligned with strategic goals.Manages projects with specific complexities and unique requirements, ensuring successful delivery.
• Measures and reports on the performance of these goals.

Customer Support

• Supports customer calls as necessary, providing expertise and assistance.
• Manages multiple customer projects, serving as a Subject Matter Expert.

Skills Required

• You have 8+ years experience in in a service delivery, tech support or solution engineering role working with projects in a global matrixed organization
• Bachelors degree in engineering, computer science or equivalent is preferred
• Extensive experience with Linux systems; proficient in Docker and/or Podman with expert Knowledge of standard network communication protocols
• Extensive understanding of networking concepts including VPNs, subnets, DNS configurations, SSL certificates, etc.
• Demonstrated Experience with automation tools, especially Ansible experience, preferred. Knowledge of ELK Stack; REST, NGINX, JSON, XML; Message brokers (e.g. MQTT, RabbitMQ, Redis); TypeScript, Python, JavaScript; RTSP feeds; Kubernetes and Ansible, Terraform, OpenShift
• Expert-level knowledge of Prometheus (PromQL, alerting rules, exporters) and Grafana (dashboard creation, data source integration, alerting).
• Proactive self-starter with the capacity to engage in multiple initiatives concurrently.
• Adaptable to changing project requirements and able to anticipate and address potential issues promptly.
• Keen interest in Everseen's technology solutions, comfortable discussing them at a high level, and staying updated with the latest developments.
• Possesses in-depth problem-solving skills, excellent organizational skills, attention to detail and exercises good judgment, capable of navigating and resolving complex situations effectively.

About Everseen

Shrink and inefficiency cost global retailers more than a hundred billion dollars each year. But Everseen is changing that equation. We are a leader in vision AI, transforming business operations for global retailers by reducing shrink, improving operations, and delivering a better customer experience.

Supporting 11 of the top 20 global retailers, Everseen's AI innovations help retailers save millions of dollars every month. Its flagship product, Evercheck, is deployed in 10,000 retail stores and 150,000 checkouts globally. Everseen operates at unmatched scale, processing over 15 million transactions, and more than six petabytes of video data, daily.

Trusted by major food, drug, mass, and specialty retailers around the world - including Kroger, Meijer, and Woolworths - we also partner with leading hardware, AI, and cloud computing providers such as Google, NVIDIA, NCR, and Dell.

Founded in 2007 and headquartered in Cork, Ireland, Everseen has over 700 employees globally, with a European headquarters in Cork, Ireland, a U.S. headquarters in Miami, and hubs in Romania, Serbia, India, Australia, and Spain.

We are a dedicated team of inventors, research scientists, engineers, AI experts and retail industry veterans. Our culture is built on accountability, collaboration, and high standards. We take ownership of outcomes, prioritise our customers, operate as one team, move quickly with purpose, and continually raise the bar in everything we deliver.

Our Culture

Our culture is built on ownership and accountability, we own outcomes, not tasks. We stay relentlessly customer-first, letting their needs shape our priorities and decisions.

We work as one team: we challenge ideas, align quickly, and commit together. We move with pace, without compromising on simplicity or quality. And every day, we raise the bar, strengthening our talent, pushing innovation forward, and maximizing our impact.

Our Values

We OWN THE OUTCOME. No silos, no excuses.

We ARE CUSTOMER-FIRST. They guide our decisions.

We ARE ONE TEAM. Debate, decide, commit.

We MOVE WITH PACE. With simplicity and quality.

We RAISE THE BAR. On talent, innovation and impact.

Our Commitment

Everseen is committed to creating an environment where everyone can succeed. Our employees should feel a sense of belonging, have an opportunity to grow their careers, and feel free to be their most authentic selves. Everseen takes great pride in the diversity of its global workforce, and insists upon a safe, inclusive workplace where our differences are our collective strength. We treat each other with dignity, and respect, and require all employees, officers, and directors to seek to understand the importance and value to Everseen of diversity, and inclusion.

Everseen is committed to creating a safe environment for all employees and has a zero tolerance policy for bias and discrimination of any kind. Our work environment is one without offensive, hostile, or intimidating conduct, whether verbal, written or physical, in nature. Everseen will not tolerate prejudice or discrimination of any kind including without limitation, where based on aspects such as, race, colour, sex, gender, religion, age, family status, disability of any kind, sexual orientation.