Service Manager

hace 15 horas


Lima, Perú Cornerstone Per A tiempo completo
Key Responsibilities

Platform-Driven Service Delivery
  • Own end-to-end customer outcomes across Guardian tiers, leveraging the integrated Sage + Muse + Guardian platform to achieve 99.99% uptime and continuous cost optimization
  • Drive automation-first operations: ensure incidents trigger AI-powered enrichment, auto-remediation attempts, and automated RCA generation before human escalation
  • Monitor platform effectiveness metrics (MTTR reduction, automation success rates, Sage savings implementation) and identify opportunities to increase automation coverage
  • Ensure Sage recommendations flow into automated implementation during maintenance windows, closing the continuous optimization loop
  • Oversee CloudFlex hour allocation for Group B services, project support, and consulting engagements
Customer Onboarding & Cloud Migrations
  • Lead Guardian onboarding projects: define onboarding scope, timelines, milestones and risks. Environment assessment, security audit, monitoring setup, and Muse-powered runbook creation
  • Participate in cloud migration engagements as the post-migration operations owner, ensuring landing zones are Guardian-ready and optimized from day one
  • Coordinate migration-to-managed-services transitions, defining operational handoff criteria and ensuring Sage/Muse integrations are active at go-live
  • Define acceptance criteria for service transitions that validate platform automation, monitoring coverage, and SLA readiness
Required Qualifications
  • 7+ years in cloud operations, service delivery, or technical account management with demonstrable experience in AWS environments
  • Strong understanding of AWS core services, Well-Architected Framework, and the shared responsibility model
  • Experience with automation-first operations: Infrastructure as Code, CI/CD pipelines, auto-remediation, and observability platforms
  • Track record of managing SLAs, customer escalations, and driving measurable operational improvements
  • Strong communication skills with ability to translate technical platform capabilities into business value for executive stakeholders
  • Experience managing cloud migrations or service transitions, understanding the operational handoff requirements
  • ITSM tool proficiency (Jira Service Management preferred) with ITIL foundations
  • Bilingual English/Spanish

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