Manager of Reliability Operations

About Nexcess

Nexcess brings together a portfolio of hosting, cloud, and digital experience brands to deliver high-performance infrastructure and services to businesses worldwide. Our platforms power mission-critical applications for thousands of customers. Reliability is foundational to everything we do. We operate complex environments spanning virtualization, storage, networking, and application hosting; where performance, availability, and consistency matter at scale.

This is a permanent, full-time, remote position. US Pay Band - $110K - $150K. Actual compensation will vary based on experience, skills, and location. We’re looking for a Manager of Reliability Operations to lead how we detect, respond to, and learn from failures across our platform ecosystem. This role sits at the intersection of Operations and Engineering, bringing structure to incident response, accountability to follow-through, and clarity to reliability insights.

You’ll ensure that what we learn from production directly improves how our platforms are built, operated, and scaled.

• Continuously evolve and improve incident management, change management, and post-incident practices
• Establish clear standards for incident declaration, severity, escalation, and communication
• Ensure consistent execution across teams and continuous process improvement
• Own the incident command function, including roles, structure, and operating procedures
• Lead or oversee major incident response in a 24/7 production environment
• Build and manage on-call incident commander rotations with global coverage

• Own post-incident reviews, ensuring strong root cause analysis and clear documentation
• Translate incident trends into actionable reliability improvements
• Drive completion of corrective actions across teams; elevate when needed
• Define and maintain service performance and reliability targets (availability, latency, error rates)

• Own observability strategy, including monitoring, alerting, and signal quality
• Improve detection, reduce time to resolution, and increase platform resilience

• Partner with Engineering and Operations on capacity planning, patching, and lifecycle decisions
• Ensure reliability insights directly inform platform and infrastructure roadmaps
• Collaborate with Security on vulnerability response, patch prioritization, and compliance alignment

• Work across environments including virtualization platforms (VMware), distributed storage (Ceph), Linux-based systems, and hybrid cloud infrastructure
• Support platforms that span dedicated hosting, managed applications, and high‑availability cloud services
• Ensure reliability practices scale across multiple products, brands, and customer environments

• Provide regular, data‑driven reporting to leadership on availability, incident trends, and operational performance
• Act as the central authority on reliability insights across teams

• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent practical experience)
• 7+ experience in systems operations, site reliability, or platform engineering
• 2+ years experience leading teams or major operational functions
• Proven experience managing incidents in a 24/7 production environment
• Strong background in troubleshooting, root cause analysis, and operational improvement
• Experience with change management practices

• Monitoring and observability platforms (e.g., Datadog, Prometheus, Grafana, New Relic)
• Incident management and alerting tools (e.g., Pager Duty, Opsgenie)
• Infrastructure and platform technologies (Linux systems, VMware, Ceph, cloud platforms)
• Logging and telemetry systems (centralized logging, metrics, tracing)
• Ability to translate complex technical data into clear insights
• Strong communication skills, especially in high‑pressure situations

• Background in Computer Science, Engineering, or a related field
• Experience in managed hosting, cloud infrastructure, or SaaS environments
• Experience defining and tracking system reliability and performance targets
• Familiarity…