Service Quality Manager

Founded in 2014, Ledger is a leader in security and infrastructure solutions for cryptocurrencies and blockchain applications for individuals and companies, leveraging proprietary technology. Headquartered in Paris, Verizon and San Francisco, Ledger has a team of over 400 professionals developing various products and services to safeguard cryptocurrency assets, including the Ledger hardware wallets line already sold in 165 countries.

Responsibilities

• Act as the primary owner of the incident and problem management tickets(technical service availability and quality) including:
• Timely status tracking
• Coordination across diverse technical teams
• Driving all incidents and problems to the final resolution
• Communicating, driving and escalating selected incidents and problems which can create major impact on the quality of the running services
• Participate in an on-call rotation for incident response.
• Investigate and replicate reported issues (if possible) to get confirmation on impact to the quality we are providing to our Customers. As well as to possibly gain insights into root causes.
• Leverage broad IT expertise to challenge and guide resolver tech teams, ensuring proper ownership and accountability.
• Manage incidents and problems originating from third-party partners/providers by actively engaging their support teams.
• Prepare clear, fact-based Root Cause Analysis (RCA) documentation using inputs from resolver tech teams and general knowledge of the services.
• Create actionable tickets based on RCA findings to drive continuous improvement.
• Track and measure key performance indicators related to incident and problem management.
• Contribute to the continuous improvement process in all the areas of the team's operations

Qualifications and Skills

• Foundational knowledge of blockchain and cryptocurrency technologies.
• Broad understanding of IT infrastructure, including AWS or other major cloud providers.
• Excellent communication skills for conveying issues and resolutions to both technical and non-technical stakeholders.
• Proactive and independent in learning and searching for information.
• Strong troubleshooting abilities, intellectual curiosity, and an open-minded approach to problem-solving.
• Prior experience with incident or problem management (beneficial but not required).
• Prior DevOps or SRE experience (beneficial but not required).

Technologies and Practices

• Candidates should be familiar with or willing to work with:
• ITIL
• Jira, Confluence
• Blockchain
• AWS, Cloudflare
• Kubernetes, Docker
• Ansible, Terraform
• Git, GitHub
• Ubuntu
• TLS/SSL protocols
• Infrastructure as Code (IaC)

Other Requirements

• Willingness to travel when requested.
• Adherence to methodologies, processes, and values of the organization.
• Focus on delivering consistent, reliable, and scalable outcomes.