Service Experience Manager

Dunnhumby

8 - 13 years

11 - 15 Lacs

gurugram

Posted:21 hours ago| Platform:

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Skills Required

service management change management automation gcp diversity and inclusion agile continuous improvement operations monitoring recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

8+ years in service management, including systems monitoring, site reliability engineering, or infrastructure operations.
2+ years in a team lead or managerial role
- Coaches team members to deepen both technical monitoring skills and business understanding.
- Builds a culture of continuous improvement, automation, and proactive detection.
- Balances hands-on work with strategic oversight.
Experience in a 24/7 operational environment, ideally in Media, SaaS, or streaming platforms
own the end-to-end service management strategyfor Media systems
- Accountable for defining, maintaining, and evolving service management standards across all Media platforms.
- Ensure monitoring coverage aligns with business-critical services and revenue-driving workflows.
- Acts as escalation point for major monitoring-related incidents.
Experience with observability stacks (eg Grafana, Prometheus, Splunk, New Relic).
Solid understanding of APIs, event pipelines, and log management.
Familiarity with cloud environments (GCP, or Azure) and their native monitoring tools.
Experience integrating monitoring with ITSM tools (ServiceNow, Zendesk, etc).
Define alerting thresholds that balance sensitivity with noise reduction.
Partner with system owners to ensure monitoring reflects SLAs and KPIs.
Lead post-incident reviews to improve detection and alert quality.
Work closely with engineering, operations, and product teams to align service management priorities from monitoring to Incident/change management.
Communicate system health and incident impact to both technical and non-technical stakeholders.
Translate complex technical issues into clear business implications.
Contribute to the observability roadmap, driving automation, and adoption of AIOps/ML for predictive monitoring.
Evaluate new tools and methodologies to improve system reliability, visibility and usability

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