The
ROC Manager – Change and Incident Management is responsible for leading the structured handling of incidents, change management, and operational risk mitigation within the Robot Operations Center (ROC). This role ensures proactive incident response, cross-team collaboration, and the implementation of structured change initiatives that enhance operational efficiency and stability. The ROC Manager will act as the primary escalation point for major incidents, drive process improvements, and establish best practices for change adoption and risk mitigation.This role will work cross-functionally with the ROC Technical Support Specialists Team, engineering, product teams, and operations leadership to ensure smooth execution of changes, clear communication during disruptions, and continuous service reliability improvements.
Key Responsibilities:
Incident Management & Response
- Lead and refine the incident response process, ensuring clear escalation pathways and real-time coordination.
- Act as the primary escalation point for major incidents, ensuring structured communication and resolution pathways.
- Proactively manage ongoing incidents, ensuring no high-severity (Sev 3+) issues become stale without resolution.
- Conduct Incident Post-Mortems & Retrospectives to identify root causes, implement preventative strategies, and track improvements over time.
- Lead on-site(ROC HQ) tactical responses for major incidents when necessary.
Change Management & Process Optimization
- Define and enforce structured Change Management protocols, ensuring operational updates are controlled and minimally disruptive.
- Collaborate with engineering, product, and on-site teams to evaluate the impact of system changes and align on risk mitigation strategies.
- Develop and drive risk assessment frameworks to prevent unintended operational disruptions.
- Ensure consistent documentation updates and standardization of change workflows for operational clarity.
Operational Monitoring & Continuous Improvement
- Ensure real-time monitoring of critical services and proactively mitigate potential issues before they escalate.
- Strengthen collaboration with engineering and product teams for smoother rollouts and faster issue resolution.
- Manage ticketed escalations, and service uptime monitoring to ensure all incidents are properly documented and analyzed.
- Track and analyze key performance metrics (e.g., incident resolution time, escalation trends, change adoption rate) to drive ongoing improvements.
We are looking for someone who has:
- 3+ years of experience in a Technical Support, Engineering or Customer Service role
- 1+ years of demonstrated experience effectively managing a team, delegating tasks, and guiding team members towards achieving business goals.
- Strong analytical skills to make informed decisions regarding complex technical issues and resource allocation.
- Excellent verbal and written communication skills to establish clear expectations, communicate updates, and maintain seamless information flow within the team and with stakeholders.
- Proven ability to analyze existing operations, organize training sessions, and implement improvements to enhance team workflows.
- Commitment to transparency within the team, discussing challenges openly, and keeping team members informed about project progress.
- Ability to identify risks, develop contingency plans, and take corrective actions to mitigate potential issues promptly.
Nice to have competencies:
- Previous experience in the Robotics industry.
- Experience analyzing data to identify trends and opportunities for process improvement.
- Experience supporting IT operations such as Desktop Support, Network Support, OS administration, etc.
- Experience delivering presentations to stakeholders and facilitating open communication channels with other departments.
- Familiarity with industry best practices and trends to incorporate into team processes.
- Knowledge of escalation paths for addressing critical technical issues and facilitating resolution.
- Experience in fostering a culture of accountability and recognition within teams.
- Experience in monitoring team performance closely and adapting strategies to minimize risks effectively.
