Platform Operations Manager Job Description and Responsibilities

The Platform Operations Manager oversees the day to day operational health and delivery of an organisation's platform. Candidates with experience in managing operational processes, ensuring availability and driving continual improvement should apply.

Platform Operations Manager Job Profile

The Platform Operations Manager is responsible for maintaining platform reliability, operational efficiency and service quality across production and supporting environments. The role prioritises incident prevention, rapid incident resolution and structured change to protect service levels and user experience.

This position acts as the central coordinator between engineering, product, support and third party providers to ensure consistent operations, documented processes and measurable operational performance.

Platform Operations Manager Job Description

The Platform Operations Manager leads operational planning and execution to ensure platform stability and scalability. This includes defining operational processes, managing incident and problem resolution workflows, overseeing capacity planning and co-ordinating scheduled maintenance. The role requires a balance of strategic planning and hands on operational oversight to reduce risk and improve uptime.

In this role you will establish and monitor performance metrics, deliver regular operational reporting and present risks and improvement opportunities to stakeholders. The manager will also drive process standardisation, identify automation opportunities and ensure operational documentation is current and accessible.

Work is typically cross functional and requires collaboration with engineering for change implementations, with product for release planning and with support teams for incident handling. The role will often contribute to or lead operational readiness reviews and post incident reviews to embed lessons learned.

Platform Operations Manager: Duties and Responsibilities

• Own day to day platform operations and ensure adherence to agreed service levels and operational policies
• Manage incident response procedures, lead incident coordination and ensure timely resolution and clear communication
• Oversee problem management to identify root causes and implement corrective actions
• Define, track and report operational metrics and key performance indicators to measure availability and performance
• Develop and maintain runbooks, operational documentation and playbooks for routine and exceptional activities
• Coordinate change management activities to minimise operational risk and ensure smooth deployments
• Plan capacity and resource requirements to support growth and peak demand
• Drive continuous improvement and optimisation initiatives to increase automation and efficiency
• Manage relationships with vendors and third party service providers to ensure contractual and operational commitments are met
• Lead operational readiness assessments for new features, releases and infrastructure changes
• Facilitate post incident reviews and ensure agreed remediation actions are completed
• Maintain compliance with applicable operational, security and data handling requirements in co-operation with relevant teams
• Provide coaching and guidance to operations staff and contribute to capability development and training
• Prepare and present regular reports on operational status, risks and improvement plans to stakeholders

Platform Operations Manager: Requirements and Qualifications

• Bachelor's degree or equivalent qualification in computing, engineering, information systems or related discipline
• Proven experience in platform or operations management, typically five years or more in a technical operations role
• Demonstrable experience in incident and problem management and running post incident reviews
• Strong understanding of change management and operational risk mitigation practices
• Experience defining and reporting operational metrics and service level indicators
• Ability to manage cross functional relationships and communicate effectively with technical and non technical stakeholders
• Proven track record of driving process improvement and operational automation initiatives
• Excellent analytical and prioritisation skills with attention to detail
• Experience managing vendors and external service providers
• Solid leadership and team development skills with experience supervising operational staff
• Familiarity with compliance and security considerations relevant to platform operations
• Strong written documentation skills and experience producing runbooks and operational procedures
• Ability to work under pressure and respond to incidents outside normal working hours when required