Sr Manager, DevOps L1 support & Customer Enablement

Job Title: Sr Manager, Engineering - DevOps

About Reltio

At Reltio®, an SAP Company, we believe data should fuel your success in the enterprise AI era. Our Context Intelligence Platform turns fragmented data into a trusted, connected context so AI agents and systems can act with expert-level judgement at enterprise scale. Reltio’s cloud-native SaaS platform harmonizes, unifies, and governs data across sources and formats—including unstructured data—in real time, turning them into data assets that can be mobilized in milliseconds to any application, user, or AI agent. Trusted by more than 200 of the world’s largest brands across industries such as life sciences, financial services, healthcare, and technology, we fuel frictionless operations and help enterprises accelerate innovation and reduce risk.

At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence.

Reltio has earned numerous awards and industry and analyst recognition for our technology, our culture and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let’s talk!

Job Summary:

We are seeking an experienced Senior Manager – Customer Enablement & 24×7 DevOps Level 1 (L1) Operations support to lead a global organization responsible for Customer Enablement, DevOps Engineering, and 24×7 Cloud Operations.

This role will provide technical and operational leadership for a 24×7 follow-the-sun DevOps team supporting Customer Enablement (CE), with a clear goal: deliver an exceptional customer experience through a KPI-driven approach, rapid response, strong ownership, predictable execution, and continuous operational improvement.

You will lead cross-functional execution across Engineering, Cloud Platform, Customer Enablement, Advanced Customer Engineering, and Support to improve service KPIs, reduce Cloud Platform Service Help Desk tickets, customer issues, and escalations, enable successful customer go-lives, and strengthen Incident Management, On-Call operations, and internal RCA governance. You will also drive automation and AI-powered self-service while providing technical leadership and mentorship to engineers across the team.

About the Team

The team is focused on delivering an exceptional customer experience through a KPI-driven, 24×7 follow-the-sun operating model for DevOps Level 1(L1) support. Working closely with Engineering, Cloud Platform, Customer Enablement, Advanced Customer Engineering, and Support, the team focuses on:

• Driving measurable customer and operational outcomes through clearly defined KPIs.
• Serving as the front line for infrastructure alerting and Incident Management, providing 24×7 On-Call coverage, rapid incident response, escalation, and effective cross-region handoffs.
• Improving Customer tickets and Cloud Platform Help Desk ticket health through disciplined backlog management.
• Enabling successful customer go-lives, feature enablement, and per-tenant infrastructure requirements.
• Strengthening internal RCA governance and driving corrective actions to reduce repeat incidents.
• Leveraging automation and AI-powered self-service to reduce repetitive operational work.

Job Duties and Responsibilities:

• This role is primarily customer facing role & provides DevOps Level 1(L1) support for all customer queries and incidents. This role requires a high level of technical understanding of SRE KPIs and is heavily involved in Customer Enablement & Engagement.
• Lead 24×7 DevOps Level 1 (L1) operation support, serving as the front line for infrastructure alerts and Incident Management, with effective On-Call coverage, rapid response, service restoration, escalation, and cross-region handoffs.
• Own customer experience and operational excellence by defining and improving KPIs, including service availability, incident response & RCA, MTTR, SLA compliance, customer issues and escalations, Service Help Desk health, backlog reduction, automation adoption, and operational efficiency.
• Define and execute the Customer Enablement strategy, driving operational excellence, cloud platform reliability, automation, infrastructure readiness, go-live success, and engineering best practices to deliver secure, scalable, and highly available SaaS services.
• Lead major customer-impacting incidents, providing executive leadership and coordinating Engineering, Cloud Platform, Customer Enablement, Support, and Product teams to accelerate resolution while ensuring timely stakeholder communication.
• Drive operational excellence by identifying recurring customer issues, analyzing operational trends, and partnering with Engineering teams to implement permanent fixes, preventive improvements, and platform automation.
• Establish and continuously improve engineering standards and operational governance for Incident Management, Problem Management, Change Management, On-Call operations, and RCA processes to improve platform reliability and reduce repeat incidents.
• Lead Customer Enablement operations, including customer onboarding, infrastructure readiness, feature enablement, go-live governance, and Cloud Platform Service Help Desk operations to ensure predictable customer delivery.
• Build strong cross-functional partnerships by establishing clear ownership models, operating mechanisms, service reviews, and escalation paths across Engineering, Product, Customer Enablement, Support, and Cloud Platform organizations.
• Drive automation and engineering productivity through Infrastructure as Code, AI-assisted operations, runbook maturity, self-service capabilities, workflow automation, and continuous operational improvements.
• Build and lead high-performing 24×7 DevOps L1 team by developing technical leaders, fostering a culture of customer-first thinking, accountability, operational excellence, continuous improvement, and engineering innovation.

Skills You Must Have:

• Engineering degree in Computer Science or a related technical field.
• 12+ years of experience in DevOps, SRE, Cloud Operations or Production Engineering, including 5+ years leading engineering teams or managers.
• Proven experience leading globally distributed 24×7 follow-the-sun DevOps L1 and Customer Enablement operations supporting highly available SaaS platforms.
• Good understanding of AWS, Google Cloud Platform, or Microsoft Azure.
• Good understanding of Kubernetes, containerized platforms, Infrastructure as Code (Terraform), CI/CD, GitOps, and automation.
• Strong Linux, networking, troubleshooting, distributed systems, and cloud architecture fundamentals.
• Experience in Incident Management, On-Call operations, RCA, SLA/SLO governance, and production reliability.
• Experience leading Customer Enablement operations, customer onboarding, infrastructure readiness, go-live governance, and operational support for enterprise SaaS customers.
• Proven experience defining, governing, and improving operational KPIs and translating data into measurable customer and business outcomes.
• Extensive experience leading major customer-impacting incidents and driving cross-functional resolution across Engineering, Product, Customer Enablement, Support, and Cloud Platform teams.
• Experience establishing operational governance for Incident Management, Problem Management, Change Management, RCA, and continuous service improvement.
• Strong ability to influence senior stakeholders, drive cross-functional alignment, and deliver results without direct authority.
• Proven experience building, mentoring, and developing high-performing engineering managers, technical leaders, and globally distributed DevOps teams.
• Excellent communication and executive stakeholder management skills with the ability to lead during critical customer situations.
• Strong ownership mindset with a passion for customer success, operational excellence, engineering quality, and continuous improvement.

Skills That Are Nice to Have:

• Experience automating repetitive workflows using Python, APIs, or workflow automation.
• Experience with AI-assisted support, knowledge retrieval, and self-service solutions.
• Familiarity with SRE, ITIL, Incident Management, and Problem Management practices.