Senior Services Operations Manager

Summary

Join Redis, a company building the technology behind many of the fast apps you use daily. As a Data Analyst, you will analyze incidents and trends, build and maintain operational metrics dashboards, optimize Jira workflows, and collaborate with cross-functional teams to drive improvements. You will leverage your coding and scripting skills to automate processes and communicate findings to leadership. This role requires 5+ years of experience in service operations or data analysis, advanced Tableau and Jira skills, and proficiency in at least one coding language. Redis offers a competitive compensation package including 401(k), unlimited time off, learning and development opportunities, and comprehensive health and wellness benefits, along with potential bonuses and stock options.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• 401(k)
• Unlimited time off
• Learning and development opportunities
• Comprehensive health and wellness benefits
• Discretionary bonuses
• Stock options
• Commuter benefits based on location
• A commission plan