Sr Manager Engineering 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. Reltios cloud-native SaaS platform harmonizes unifies and governs data across sources and formatsincluding unstructured datain 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 worlds 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 youre 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 lets talk!

Job Summary:

We are seeking an experienced Senior Manager Customer Enablement & 247 DevOps Operations to lead a global organization responsible for Customer Enablement DevOps Engineering and 247 Cloud Operations.

This role will provide technical and operational leadership for a 247 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 247 follow-the-sun operating model. 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 247 On-Call coverage rapid incident response escalation and effective cross-region handoffs.
• Improving Customer tickets and Cloud Platform Help Desk (DOHD) 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.
• Advancing automation and AI-powered self-service to reduce repetitive operational work.

Job Duties and Responsibilities:

• Lead 247 follow-the-sun operations 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 (DOHD) 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 (DOHD) 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 247 DevOps teams 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 247 follow-the-sun DevOps and Customer Enablement operations supporting highly available SaaS platforms.
• Strong hands-on experience with AWS Google Cloud Platform or Microsoft Azure.
• Strong expertise in Kubernetes containerized platforms Infrastructure as Code (Terraform) CI/CD GitOps and automation.
• Strong Linux networking troubleshooting distributed systems and cloud architecture fundamentals.
• Deep experience with observability 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.

Reltio is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories consistent with legal requirements. Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.