Senior Manager, Service Reliability and Customer Operations

InterSystems
Dublin
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 10+ yearsEducation: bachelorsSkills: ["Leadership","Communication","Stakeholder management","Incident management","Customer focus","Operational risk management"]

Lead global teams spanning service reliability, security & compliance, and customer experience for InterSystems’ Managed Services platform. Drive improvements in availability, observability, capacity, and backup/disaster recovery, while ensuring operational readiness for new services. Own security controls, vulnerability management, compliance automation, and audit readiness. Manage major incidents and customer escalations, balancing reliability, operational risk, customer outcomes, and cost efficiency, and hire, coach, and develop the organization.

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InterSystems
InterSystems
1 day ago

Senior Manager, Service Reliability and Customer Operations

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Job Summary

Lead global teams spanning service reliability, security & compliance, and customer experience for InterSystems’ Managed Services platform. Drive improvements in availability, observability, capacity, and backup/disaster recovery, while ensuring operational readiness for new services. Own security controls, vulnerability management, compliance automation, and audit readiness. Manage major incidents and customer escalations, balancing reliability, operational risk, customer outcomes, and cost efficiency, and hire, coach, and develop the organization.
Location: Dublin
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead globally distributed teams across Operations & Reliability, Security & Compliance, and Customer Experience.
  • •Improve service availability, observability, capacity management, backup and recovery, disaster recovery, and operational tooling.
  • •Ensure operational readiness for new platform capabilities and services.
  • •Oversee identity and access controls, vulnerability management, compliance automation, audit readiness, and security operations.
  • •Lead major incidents and customer-impacting events, including Severity 1 incidents, and represent Managed Services during escalations and audits.

Key Requirements

  • •10+ years of experience in cloud operations, managed services, service delivery, SRE, security operations, or related disciplines.
  • •3+ years of people leadership experience managing technical teams.
  • •Experience leading globally distributed operational organizations.
  • •Strong understanding of cloud infrastructure, managed services operations, reliability, observability, security, and compliance.
  • •Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent practical experience.
Experience:10+ yearsCloud operationsManaged servicesService deliverySRESecurity operationsCompliance
Education:Bachelor's
Skills:LeadershipCommunicationStakeholder managementIncident managementCustomer focusOperational risk management
Languages:English

Company Brief

InterSystems
Develops database management, interoperability, and analytics platforms—particularly for healthcare and financial services. Known for products like Caché, Ensemble, HealthShare and the InterSystems IRIS data platform enabling integrated data management and real-time applications.
Industry: Data Infrastructure
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Cambridge, United States
Founded: 1978
WebsiteLinkedIn