Summary
The Engineering Manager - Operations (EM-Ops) is the single point of accountability for operational delivery, platform reliability,
release management
, and shared services across internal and external engineering operations teams.
The EM-Ops provides direct leadership for
three teams (~15 people)
responsible for development and release infrastructure, including both
on-premise legacy environments and cloud platforms (e.g. Amazon Web Services (AWS)
, while also overseeing externally delivered
Infrastructure as Code (IaC)-based deployment platforms
.
A key dimension of this role is
setting and executing cost-reduction objectives
, ensuring platform operations are delivered in the most efficient and sustainable way possible.
The EM-Ops drives operational excellence across
monitoring, provisioning, release execution, deployment, and support
, ensuring platforms are
stable, scalable, and cost-efficient
. This role is responsible for evolving operations towards an
automation-first, IaC-driven model
, reducing manual overhead and improving consistency across environments.
The EM-Ops also drives continuous improvement across operational practices, including adoption of
Artificial Intelligence (AI)-enabled workflows
, modern tooling, and standardised platform patterns to improve engineering productivity and platform scalability.
Position Details
Role Purpose
The Engineering Manager - Operations (EM-Ops) is accountable for the end-to-end operation of engineering platforms and shared services, spanning both internally managed system teams and externally delivered platform capabilities, including
release management and execution
.
This includes ownership of:
Internal engineering operations teams responsible for
development and release infrastructure
, covering
on-premise environments and cloud platforms
Release management capabilities
, including planning, coordination, execution, and support of platform and product releases
External platform teams responsible for
Infrastructure as Code (IaC)-based deployment, environment provisioning, platform upgrades, and lifecycle management
The EM-Ops will manage
three teams (approximately 15 engineers and platform engineers)
, providing leadership across both internal and external operational capabilities.
A core accountability of the role is to
define, baseline, and deliver measurable cost-reduction outcomes
across infrastructure and operations, ensuring cost efficiency is actively managed and continuously improved.
This role ensures the effective day-to-day operation of these platforms, including
monitoring, support, provisioning, release execution, and continuous improvement
, while driving alignment to standardised platform architectures and engineering practices.
A key focus of the role is to
modernise operational capabilities
, transitioning from fragmented and manual processes to
automated, scalable, and repeatable platform services
. This includes embedding
Infrastructure as Code (IaC), automation, and Artificial Intelligence (AI)-enabled workflows
into operational processes to improve efficiency, reduce cost, and increase delivery speed.
The EM-Ops acts as the central point of coordination ensuring that operational platforms and release processes meet the needs of development teams and support reliable, high-quality delivery.
The EM-Ops also provides strong people leadership, ensuring clear accountability, effective problem-solving, and continuous capability uplift across teams.
Responsibilities
Operational Leadership
Lead
three teams (~15 people)
across internal system teams, shared services, and release functions
Ensure
operational readiness
across environments, including monitoring, support, and reliability
Establish and evolve
operating models, runbooks, and support frameworks
leveraging AI tools
Drive clear ownership and accountability across operational domains with key leaders
Release Management
Own
release management and execution
across platforms and supported products
Ensure
predictable, high-quality releases
through defined processes and governance
Coordinate
release planning, scheduling, and cross-team dependencies
Drive
automation of release processes
to improve speed, reliability, and repeatability
Ensure effective
release support, validation, and rollback mechanisms
Platform & Delivery
Own
operational delivery outcomes
across internal and external teams
Support
Program Increment (PI) planning
, prioritisation, and execution
Define and track
operational metrics
(availability, Mean Time to Recovery (MTTR), deployment success, cost)
Ensure effective
environment provisioning, release support, and platform availability
Drive resolution of
operational issues, risks, and bottlenecks
Cost Optimisation & Efficiency
Define and execute
cost-reduction objectives and targets
across infrastructure and operations
Establish cost baselines and track
ongoing cost performance against targets
Drive efficiency through
automation, standardisation, and reuse of platform capabilities
Reduce reliance on
manual processes and bespoke solutions
Promote
repeatable platform patterns and reference architectures
Automation, Artificial Intelligence (AI) & Platform Evolution
Drive adoption of
automation-first operational practices
Embed
Infrastructure as Code (IaC)
and
GitOps-based delivery models
Leverage
Artificial Intelligence (AI) tools and workflows
to improve operational productivity
Continuously improve platform services using
data, insights, and emerging technologies
Architecture, Standards & Quality
Ensure alignment to
platform architecture and engineering standards
Partner with Architecture to deliver
scalable, supportable, and consistent solutions
Drive
operational quality, reliability, and discipline
across teams
Establish guardrails for
cloud and Kubernetes platform usage
People Leadership
Manage
~15 engineers and platform engineers across three teams
Own
hiring, performance management, and capability development
Build a
high-performance, accountable team culture
Develop leadership and technical capability within operations teams
Experience & Skills
Experience
Proven experience leading
operations, platform, or engineering services teams
Experience managing
multiple teams (10–20 people)
in a complex environment
Strong track record of
owning or managing release processes and delivery operations
Strong track record of
defining and delivering cost-reduction initiatives
Experience managing
development and release infrastructure (on-premise and cloud)
Experience with
cloud platforms (Amazon Web Services (AWS), Microsoft Azure)
and
Kubernetes
Hands-on experience with
Infrastructure as Code (IaC)
(e.g. Terraform)
Experience implementing
automation and DevOps / GitOps practices
Exposure to
Artificial Intelligence (AI) tools and workflows
in engineering environments
Experience working in
Agile / Scaled Agile Framework (SAFe)
environments
Technical & Leadership Skills
Strong understanding of:
Platform operations (system teams, shared services, environments, release management)
Observability, incident management, and support models
Continuous Integration / Continuous Deployment (CI/CD) pipelines
Kubernetes platforms (e.g. Amazon Elastic Kubernetes Service (EKS), Red Hat OpenShift, Rancher)
Ability to:
Translate strategy into
practical operating models
Drive
cross-team alignment and accountability
Use
metrics and data to drive decisions
Lead effectively in
complex, distributed environments
Mindset
Strong ownership and accountability
Automation-first approach
Cost and efficiency focused
Pragmatic and delivery-focused
Strong problem-solving capability
Location(s):
India Remote
Accommodation:
If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.
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Integrity:
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Inspiration:
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CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.
By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are.
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