Drive operational KPIs such as MTTR, incident reduction, availability, and performance.
Change Request & Release Governance
Manage the intake, prioritization, and approval process for change requests across multiple product lines.
Partner with Product and Engineering teams to align change requests with product roadmaps and release cycles.
Operate the Change Advisory Board (CAB) and ensure compliance with internal controls and audit requirements.
Track changes from request through deployment, ensuring proper testing, documentation, and rollback planning.
Product Operations
Act as the operational bridge between Product Management and Engineering to ensure seamless release execution and customer experience.
Establish operational readiness standards (capacity, observability, supportability, documentation).
Develop and maintain KPIs, service metrics, and user-impact dashboards.
Drive business continuity planning and operational risk assessments for product portfolios.
Hypercare Management
Plan and run Hypercare for major releases, migrations, or customer-impacting initiatives.
Coordinate cross-functional activities with Support, Engineering, QA, and SRE to ensure real-time monitoring, rapid issue triage, and clear communication.
Create Hypercare playbooks, staffing plans, and reporting mechanisms for leadership visibility.
Lead daily war rooms and ensure smooth transition back to steady-state operations.
Leadership & Cross-Functional Collaboration
Lead and mentor a team of operations analysts, Tier 2 engineers, and support specialists.
Partner closely with Malaysia‑ and Ireland‑based teams to support and drive business needs.
Build strong partnerships with Technical Program Managers, Engineering leaders, PMs, and Customer Support.
Drive continuous improvement initiatives in automation, monitoring, process efficiency, and customer experience.
Communicate operational status, risks, and escalations to executive leadership.
Qualifications
10+ years of experience in software operations, production support, or technical program management.
Strong understanding of web application architecture, APIs, distributed systems, and cloud platforms (AWS/Azure/GCP).
Demonstrated expertise in high‑severity incident management and postmortem processes.
Experience managing Change Request or Release Management processes in an agile environment.
Excellent analytical skills with proficiency in monitoring/logging tools (e.g., New Relic, Datadog, Splunk, Grafana).
Proven ability to influence cross-functional teams and communicate with senior leadership.
Strong organizational, problem-solving, and decision-making abilities.
Preferred Qualifications
Background in customer-facing product operations.
Familiarity with ITIL processes, SRE practices, or ISO/SOC compliance.
Experience managing global teams and 24×7 operational models.
- The base pay for this position is
- $130,700.00 – $261,300.00
- In specific locations, the pay range may vary from the range posted.
JOB FAMILY
Product Development
DIVISION
CRM Cardiac Rhythm Management
LOCATION
United States > Sylmar : 15900 Valley View Court
ADDITIONAL LOCATIONS
WORK SHIFT
Standard
TRAVEL
Yes, 5 % of the Time
MEDICAL SURVEILLANCE
No
SIGNIFICANT WORK ACTIVITIES
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)
Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf
EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf
