Senior Manager Engineering - SRE
Leads a global 24×7 DevOps and Customer Enablement organization supporting highly available SaaS operations. The role requires 12+ years in DevOps, SRE, cloud operations, or production engineering, including substantial experience managing engineering teams and driving reliability, incident response, automation, and customer outcomes.
About the job
Responsibilities
- Lead 24×7 follow-the-sun operations as the front line for infrastructure alerts and Incident Management, including on-call coverage, rapid response, service restoration, escalation, and cross-region handoffs.
- Define and improve operational KPIs covering service availability, incident response and RCA, MTTR, SLA compliance, customer issues and escalations, Service Help Desk health, backlog reduction, automation adoption, and operational efficiency.
- Define and execute Customer Enablement strategy focused on operational excellence, cloud platform reliability, automation, infrastructure readiness, go-live success, and engineering best practices.
- Lead major customer-impacting incidents and coordinate Engineering, Cloud Platform, Customer Enablement, Support, and Product teams toward resolution and stakeholder communication.
- Identify recurring customer issues and operational trends, then drive permanent fixes, preventive improvements, and platform automation.
- Establish governance for Incident Management, Problem Management, Change Management, on-call operations, and RCA processes.
- Lead customer onboarding, infrastructure readiness, feature enablement, go-live governance, and Cloud Platform Service Help Desk operations.
- Build cross-functional ownership models, operating mechanisms, service reviews, and escalation paths.
- Drive Infrastructure as Code, AI-assisted operations, runbook maturity, self-service capabilities, workflow automation, and continuous improvement.
- Build and lead high-performing global DevOps teams while developing technical leaders and fostering accountability and operational excellence.
Requirements
- Engineering degree in Computer Science or a related technical field.
- 12+ years of experience in DevOps, SRE, Cloud Operations, or Production Engineering, including 5+ years leading engineering teams or managers.
- Experience leading globally distributed 24×7 follow-the-sun DevOps and Customer Enablement operations for highly available SaaS platforms.
- Hands-on experience with AWS, Google Cloud Platform, or Microsoft Azure.
- Expertise in Kubernetes, containerized platforms, Terraform, CI/CD, GitOps, and automation.
- Strong Linux, networking, troubleshooting, distributed systems, and cloud architecture fundamentals.
- Experience with observability, Incident Management, on-call operations, RCA, SLA/SLO governance, and production reliability.
- Experience leading Customer Enablement operations, customer onboarding, infrastructure readiness, go-live governance, and operational support for enterprise SaaS customers.
- Experience defining and improving operational KPIs and translating data into customer and business outcomes.
- Experience leading major customer-impacting incidents and cross-functional resolution.
- Experience establishing governance for Incident Management, Problem Management, Change Management, RCA, and continuous service improvement.
- Ability to influence senior stakeholders, drive cross-functional alignment, and deliver results without direct authority.
Skills
AWS, GCP, Microsoft Azure, Kubernetes, Terraform, Infrastructure As Code, CI/CD, GitOps, Linux, Networking, Distributed Systems, Cloud Architecture, Observability, Incident Management, Rca
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