Site Reliability Engineering (SRE) Manager 

We are seeking a Site Reliability Engineering (SRE) Manager to support our fast-growing organization. This specialist will leverage their SRE engineering experience to address both short-term and long-term demands, providing solutions that enhance the reliability, scalability, and efficiency of our e-commerce and internal systems. They will work closely with our teams both onshore and offshore to scale and build SRE appropriately to meet our goals and expectations. 

Responsibilities: 

• Work with Digital Technology Leadership: Spend time with each leader on the digital technology team to understand their current portfolio. Steer SRE teams to proactively identify and address issues before they occur and triage issues independently, reducing the need to escalate to engineering teams. 

• Incident Management & Response: Own the end-to-end incident response process for our SRE Level 3 roles, from on-call preparedness to post-incident reviews. Ensure clear severity definitions, escalation paths, and timely communication during incidents to minimize downtime. Co-lead blameless post-mortems and implement process improvements for faster, more accurate incident resolution. 

• Monitoring & Observability: Drive enhancements in monitoring and observability across all products and services. Expand meaningful alerting and dashboards using our tools (e.g., New Relic) to proactively detect issues and reduce alert noise. Continuously refine alert thresholds and ensure only high-priority alerts wake up the on-call team, routing lower-priority issues to the ticketing system. Champion the use of observability scorecards to measure coverage and address gaps. 

• Automation & Tooling: Identify opportunities to automate repetitive tasks and reduce operational toil. Oversee integration between our incident management platform (PagerDuty) and ITSM system. Leverage infrastructure-as-code and other automation tools. 

• Cross-Team Collaboration: Partner with software engineering and DevOps teams to ensure new features and services are production-ready. Establish production readiness checklists and work closely with QA, product, and change management teams to embed SRE practices into the SDLC. 

• Vendor & Partner Reliability: Maintain strong relationships with critical technology vendors. Develop clear vendor support and escalation plans. Collaborate on joint drills or reviews to ensure uptime and recovery objectives are met. 

• Reliability Strategy: Define and track reliability goals aligned with business needs. Report on SRE KPIs and continuously refine the SRE roadmap. 

Qualifications: 

• Experience: 5+ years in SRE/DevOps/Infrastructure roles, including 2+ years in leadership. Proven experience with mission-critical systems is essential. 

• Technical Depth: Strong knowledge of system administration, networking, and cloud infrastructure (e.g., AWS). Hands-on experience with New Relic, PagerDuty, Freshservice, logging, APM, and tracing tools is required. 

• Engineering Expertise: Significant experience in engineering, with a deep understanding of software development, system architecture, and infrastructure management. 

• Automation Skills: Skilled in scripting (Python, Shell) and infrastructure-as-code (Terraform). Ability to build CI/CD and self-healing mechanisms. 

• Incident & Problem Solving: Deep understanding of incident response, ITIL/ITSM, and root cause analysis. Experience with alert tuning and communication plans is necessary. 

• Leadership & Communication: Strong management and communication skills. Ability to align cross-functional teams and translate reliability issues into business terms. 

• Growth Mindset: Committed to continuous improvement and learning. Ability to assess SRE maturity and drive iterative improvements.