Manager, Systems Engineering

The Manager, Systems Engineering leads a Cloud Operations team responsible for the reliable, secure, and efficient operation of critical US-hosted SaaS applications. This role provides both technical and people leadership, ensuring teams are well positioned to meet operational commitments, respond effectively to incidents, and continuously improve service reliability, performance, and scalability.

The Manager is accountable for the day-to-day execution of operational work, Business Operations Assurance (BOA) activities, incident management, and team development. The role will partner closely with High Compliance Managers and other engineering leaders to align operational practices, manage shared dependencies, and support cross-organizational priorities.

• Lead, coach, and develop a Cloud Operations team, including setting clear goals, managing performance, building technical capability, and fostering a culture of accountability and operational excellence.
• Own the team’s daily operational execution for assigned applications, ensuring work is prioritized appropriately and delivered in accordance with service commitments, customer needs, and organizational objectives.
• Lead and oversee Business Operations Assurance (BOA) activities, ensuring applications are operationally ready and meet required standards for reliability, supportability, monitoring, documentation, resiliency, and compliance.
• Manage incident response for the team’s application portfolio, including incident triage, escalation management, stakeholder communications, restoration of service, root-cause analysis, and completion of corrective and preventive actions.
• Establish clear operational processes, metrics, and reporting to measure service health, incident trends, backlog, operational risk, and team performance.
• Drive continuous improvement across Cloud Operations, including automation, observability, monitoring, alerting, capacity planning, operational tooling, and support processes.
• Partner with engineering, product, security, and infrastructure teams to ensure operational requirements are incorporated into application design, releases, and lifecycle planning.
• Collaborate with High Compliance Managers to align operational practices, support common standards and initiatives, manage cross-team dependencies, and address shared operational risks.
• Ensure appropriate operational documentation, runbooks, knowledge management, and on-call readiness are maintained for supported applications.
• Identify and proactively mitigate operational risks that could affect application availability, performance, security, compliance, or customer experience.
• Communicate operational status, significant risks, incidents, and improvement plans clearly to leadership and key stakeholders.
• Support organizational planning by providing input on staffing, skills, capacity, priorities, and investments required to meet the growing application portfolio’s operational needs.

• Proven ability to lead and develop technical operations or systems engineering teams in a fast-paced environment.
• Strong experience with cloud operations, production support, incident management, and service reliability practices.
• Demonstrated ability to manage multiple applications, competing priorities, and cross-functional dependencies.
• Effective written and verbal communication skills, with the ability to provide clear direction to technical teams and concise updates to leadership.
• A collaborative leadership style with a focus on accountability, customer impact, continuous improvement, and operational discipline.