Ushur is transforming the way enterprises communicate and engage with customers. Fueled by consumer’s self-service demands, enterprises are modernizing customer engagement and experience models. Ushur is fast becoming the platform of choice for Customer Experience Automation™, enabling these enterprises to leapfrog their digital native counterparts and deliver delightful customer and employee experiences. With cutting-edge Conversational AI, Machine Learning andIntelligentProcess Automation technologies, Ushur has enabled Fortune 100 enterprises including some of the world’s most well known brands in healthcare, insurance, banking and financial services sectors to automate their customer engagement. Cloud-native, 100% no-code and purely workflow-driven, Ushur empowers citizen developers within business operations teams to build AI-powered, fully-automated and omni-channelexperience to digitally transform customer journeys end-to-end.
Role Our fast-growing team is seeking a Manager of SRE to join us as we pioneer Customer Experience Automation TM as an Industry category.As the Manager of SRE you will be responsible for two important charters
Operate and manage Ushur’s production cloudBuild a white-glove customer support and incident management functionThe ideal candidate for this role will be passionate about building a healthy high-performing team, and bring strong technical leadership, a customer-centric focus, and results-oriented action. You will begin as a player/coach while building and continuously improving execution, processes, tools/technology and analytics.
Responsibilities Build and Manage a world-class SRE team. Design a 24x7 follow-the-sun organization including seamless handover across regions. Mentor and grow team focused on delivering white glove support and incident management service.Drive data-driven SRE strategy by defining and prioritizing SRE Objectives and Key Results (OKRs) aligned with company mission. This includes setting measurable targets for key service level agreementsManager Enterprise Support function to deliver exceptional white glove experiences at scale in close partnership with our Customer Success, Solution Consulting and Engineering teams.Responsible for ensuring that the Ushur platform runs reliably in production. Partner with the DevOps, Security and Engineering teams to automate deployment, monitoring and observability of the production cloud.Bring deep technical expertise in Ushur Customer Experience Automation.Provide customers with ongoing technical support and incident management for complex issues and support escalations.Optimize and automate support processes including improving the reliability of on-call processes, managing incidents, updating runbooks and documentation, reviewing RCAs and recommending solutions to prevent the recurrence and severity of incidents.Cross-functionallyto drive positive customer outcomes. Engage with Product, Sales, Customer Success, Solution Consulting, Security, and Engineering, as necessary to make customers successful on our platform Qualifications 5+ years of experience of SRE/CloudOps Manager/Lead role in Enterprise SaaSTrack record of developing and mentoring great talent, building and motivating high-achieving teams. Ability to lead diverse teams across multiple time zones.Business Acumen - Ability to quickly grasp and adapt to a variety of customerverticals, geographies, and business structures.Excellent verbal, written, and presentation skills with the ability to absorb complex technical concepts and communicate them to a non-technical audienceHighly organized, collaborative and detail-orientedDeep experience with AWS cloud services, Kubernetes , REST APIs, LinuxExperience with DevOps processes and Build deployment, and orchestration technologiesPassion for technology and for being a part of a fast-growing SaaS startup where we move quickly and wear many hatsFlexible approach, able to operate effectively with uncertainty and changeDriven, self-motivated, enthusiastic and with a “can do” attitude Benefits Great Company Culture. We pride ourselves on having a values-based culture that is welcoming, intentional, and respectful.Bring your whole self to work. We are focused on building a diverse culture, with innovative ideas where you and your ideas are valued. We are a start-up and know that every person has a significant impact!Rest and Relaxation. 20 days of flexible leaves per year, Monthly Wellness Day (aka a day off to care for yourself) and more!Health Benefits. Preventive health checkups, Medical Insurance covering the dependents, wellness sessions, and health talks at the officeKeep learning. One of our core values is Growth Mindset - we believe in lifelong learning. Certification courses are reimbursed. Ushur Community offers wide resources for our employees to learn and grow.Flexible Work. In-office or hybrid working model, depending on position and location. We seek to create an environment for all our employees where they can thrive in both their profession and personal life. Why join us? We are passionate about Ushur, our product, and helping our employees grow and develop in their career in a caring, collaborative environment. We offer a very competitive compensation plan & stock options for the ideal candidates.
