Site Reliability Engineer (SRE) ​/ Service Availability Manager

JOB SUMMARY:

The SRE Service Availability Manager plays a key role in ensuring the peak performance and availability of our Enterprise IT infrastructure and services. This position combines proactive site reliability engineering with adept incident command to lead our efforts in minimizing service disruptions and enhancing our technology landscape. With a focus on automation, cloud technologies, and continuous process improvement, the ideal candidate brings a mix of technical expertise and leadership skills, aimed at delivering exceptional service reliability.

This role demands a proactive problem-solver with extensive experience in IT operations and a passion for innovation, ready to tackle challenges in a dynamic, 24x7x365 environment.

CANDIDATE PROFILE

Required Qualifications:

* 5+ years of experience in an information technology environment

* 3 years of experience in information technology focused on IT Operations that include troubleshooting complex network, server, storage, and/or application issues.

* 3 years minimum operations experience involving incident, problem, change, and release management that included leading calls and documenting outcomes.

* Undergraduate degree or or equivalent experience/certification.

* Ability to cover shifts in a 24x7x365 environment and on-call responsibilities.

* Poficiency in scripting languages (Python, Shell) and familiarity with automation tools (such as Ansible, Jenkins).

* Ability to use artificial intelligence to complete IT Operations tasks and activities.

* Knowledge of cloud platforms (AWS, Azure, GCP), infrastructure as code, and containerization technologies.

* Strong leadership qualities, including decisiveness, and the ability to motivate teams, along with the ability to manage stressful situations calmly and effectively.

* Strong experience in incident command or incident management in a technology environment.

* Excellent problem-solving, organizational, and analytical skills.

Preferred Qualifications

* ITIL Foundations v3+ Certification.

* Demonstrated experience with ITSM suites, e.g., Service Now.

* Demonstrated experience with various monitoring, performance, or capacity tools.

* Experience with continuous integration/continuous deployment (CI/CD) pipelines and Dev Ops practices.

* Ability to create constructive relationships, influence, and communicate with varying levels of associates and management.

* Ability to solve complex, cross-functional issues.

* Strong knowledge of Server, Storage, Network, Middleware, Application and Cloud technologies.

* A high degree of curiosity and a drive to seek more efficient ways of delivering service.

CORE WORK ACTIVITIES

Technical

* Serve as Incident Commander during major incidents, leading response efforts to restore services and minimize impact on business and consumer operations.

* Assist in the design and implement automation tools to reduce manual intervention, improve system performance, and prevent incidents.

* Support and maintain comprehensive monitoring and alerting frameworks to detect and address anomalies before they escalate to incidents.

* Collaborate closely with development, operations, and service reliability teams teams for continuous improvement of service reliability and incident response processes.

* Conduct thorough post-mortems to analyze incidents, identify root causes, and implement preventative measures to avoid recurrence.

* Effectively communicate incident status, impact, and post-incident reports to stakeholders at all levels of the organization.

* Stay informed on the latest industry trends, technologies, and practices in site reliability engineering and incident management.

MANAGEMENT COMPETENCIES

Leadership

* Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.

* Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

* Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.

* Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

* Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

Managing Execution

* Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

* Strategy Execution - Ensures successful execution across of business plans designed to maximize…