Sr. Manager, SRE

Job Summary

We are seeking an exceptional Senior Manager of Site Reliability Engineering (SRE) to lead our global SRE organization and drive operational excellence across our multi-cloud SaaS platform. This role is critical to our mission of delivering reliable, scalable, and performant solutions to thousands of customers worldwide. The successful candidate will lead distributed teams across the US, Ireland, and India while ensuring optimal customer outcomes through proactive issue prevention and rapid incident resolution.

 

Success Metrics:

• Customer Impact: Reduced MTTR and improved customer satisfaction scores
• Reliability: Achievement of 99.9%+ uptime SLAs across all products and regions
• Team Growth: Successful scaling of global SRE organization with low attrition
• Proactive Prevention: Reduction in incident frequency through automated detection and prevention
• Cross-functional Collaboration: Improved partnership metrics with Product, Engineering, and Customer Success teams

Responsibilities

Leadership & Strategy

• Lead and scale a global SRE organization spanning multiple time zones (US, Ireland, India)
• Develop and execute SRE strategy aligned with business objectives and customer success metrics
• Drive cultural transformation toward reliability-first engineering practices across the organization
• Partner closely with Customer Success to ensure customer-centric approach to all SRE initiatives
• Establish and maintain SLAs, SLOs, and error budgets that balance reliability with feature velocity

Incident Management & Response

• Lead enterprise-wide incident management, ensuring rapid detection, response, and resolution
• Serve as executive point of contact during critical incidents
• Drive comprehensive root cause analysis (RCA) processes with actionable prevention strategies
• Establish and maintain 24/7 on-call rotation and escalation procedures across global teams
• Develop and execute disaster recovery and business continuity plans

Technical Leadership

• Provide technical direction for complex, multi-cloud infrastructure spanning AWS, Azure, and GCP
• Oversee reliability engineering for our entire product portfolio
• Lead application performance monitoring initiatives
• Drive modernization efforts and ensure optimal performance across geographically distributed DCs
• Drive best practices in tuning SQL and NoSQL data platforms

Platform Reliability

• Ensure high availability and performance of services including: AWS (ECS, ECR, RDS, Aurora, SQS, SNS, Kinesis, S3, DynamoDB, OpenSearch), Authentication (Auth0/Okta CIC), Integration platforms (Workato), BI (Looker), API management (Apigee), Legacy systems (Tomcat, MongoDB)
• Manage reliability for thousands of customers in North America and EU

Operational Excellence

• Establish observability standardization strategy (Sumo Logic, New Relic and Grafana)
• Drive automation initiatives to reduce manual operational overhead
• Implement chaos engineering and reliability testing practices
• Lead capacity planning and performance optimization efforts
• Establish metrics-driven culture with focus on customer impact measurements

Qualifications

Leadership Experience

• 15+ years in SRE, DevOps, or Infrastructure Engineering roles with 5+ years in senior positions
• Proven track record of scaling global engineering teams across multiple time zones
• Experience leading teams through high-stakes incident response and customer escalations
• Strong organizational skills with ability to influence cross-functional stakeholders

Technical Expertise

• Deep expertise in multi-cloud environments (AWS primary, Azure secondary, GCP preferred)
• Extensive experience with containerization, orchestration, and modern deployment practices
• Strong background in database technologies
• Proficiency with observability tools (New Relic, Grafana, Sumo Logic, or similar)
• Experience with large-scale Java applications and legacy system modernization

SRE & Operations

• Demonstrated success implementing SRE principles in large-scale production environments
• Experience with ITIL, incident management frameworks and tools
• Background in establishing and maintaining SLAs for enterprise SaaS products

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