Lead post-deployment customer operations including client-facing DevOps, custom development, SLA/OLA governance, incident communications, and operational reliability. Manage DevOps, Systems Engineering, and Custom Development teams, drive automation, maintain integration patterns, produce QBRs, and serve as senior technical escalation for enterprise customer environments.
ROLE SUMMARY
The Customer Ops Director leads Skan's post-deployment customer operations function, owning the client-specific DevOps delivery, custom development workstreams, SLA/OLA performance, and the operational infrastructure that keeps enterprise customer environments healthy, performant, and continuously improving.
This is a technically grounded leadership role sitting at the intersection of engineering and customer success. The Director owns two core operational capabilities: client-facing DevOps (CI/CD, infrastructure, deployment tooling for customer environments) and custom development (client-specific integrations, authentication frameworks, and customer lab environments). They also govern SLA tracking, QBRs, and outage communications — ensuring that Skan's enterprise relationships are protected by a professional, data-driven operations function.
WHY THIS ROLE EXISTS
Once a customer is live on the Skan platform, they require ongoing DevOps support, custom integration maintenance, incident management, and a reliable operational counterpart inside Skan. Without dedicated leadership over this function, SLA commitments are at risk, custom work is uncoordinated, and the customer experience post-deployment is inconsistent.
This role unifies DevOps and Custom Development under a single accountable owner — ensuring delivery is predictable, quality-assured, and aligned with each customer's unique technical requirements.
KEY RESPONSIBILITIES
- Lead the day-to-day operations of the Customer Ops function — including DevOps delivery, custom development, and operational support for all active enterprise customers
- Own client-specific DevOps: CI/CD pipeline management, infrastructure automation, deployment tooling, and environment maintenance for customer environments
- Oversee Custom Development delivery: client-specific integrations (HashiCorp Vault, F5, Splunk, custom auth frameworks etc.), reference architecture maintenance, and customer lab environments
- Govern SLA/OLA tracking — ensure committed service levels are met, reported accurately, and that escalation paths are clear and functioning
- Own outage communications and customer status portal — ensure enterprise clients receive timely, accurate, and professional communications during incidents
- Lead and develop the DevOps, Systems Engineering, and Custom Development teams under the Customer Ops function
- Produce and own QBR (Quarterly Business Review) materials for strategic and growth accounts — presenting operational performance, trends, and forward plans
- Coordinate with the CPAC team on deployment certification activities and post-certification environment management
- Partner with the SRE team on incident response, runbook maintenance, and environment reliability for customer cloud deployments
- Identify and drive operational automation opportunities — working with the Automation Engineering team to eliminate toil and improve scalability
- Serve as the senior technical escalation path for complex customer environment issues that cannot be resolved at L2
- Maintain a reusable integration pattern library — ensuring that custom work is documented and reusable across future client engagements
Similar Jobs
Cloud • Information Technology • Security • Software • Cybersecurity
Drive strategic enterprise sales into named accounts across India (Bengaluru/Delhi). Proactively hunt, plan accounts, build senior relationships, manage complex sales cycles and contract negotiations, maintain pipeline, and close deals for Cloudflare network security, CDN, and internet solutions. Up to 50% travel.
Top Skills:
CdnCloudflareComputer NetworkingDnsNetwork SecuritySaaSZero Trust
Artificial Intelligence • Consumer Web • Digital Media • Information Technology • Social Impact • Software
Lead the design for a critical product area, collaborating with teams to craft effective user experiences while leveraging AI tools for prototyping and testing. Influence product strategy and uphold design standards while mentoring junior designers.
Top Skills:
Ai-Assisted Prototyping ToolsCode-Generation ToolsFigma
Cloud • Information Technology • Productivity • Software • Automation
The Senior Systems Development Engineer at Boomi designs and builds demos and PoCs, manages demo environments, and partners with teams to ensure technical solution alignment with business needs.
Top Skills:
APIsAWSAzureBoomiContainerizationGCPIpaasMulesoftWorkato
What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
