SRE Manager

WHAT YOU’LL DO: 

• Lead and manage production & non-production support ensuring high availability and system reliability
• Drive SRE best practices including incident management, root cause analysis, and continuous improvement Assume ownership of major incidents and drive coordinating efforts to ensure quick resolution of impacting events.
• Collaborate with SRE team members for design and development of observability practices like Dashboarding, Logging, Metrics, Tracing, etc. They aim to diagnose and troubleshoot issues proactively.
• Collaborate with SRE team members to define Service Level Objectives (SLO) and agreements (SLA) of critical systems. They also monitor and maintain the uptime of these systems in-line with the defined SLOs and SLAs.
• Identify and remove blockers, escalate appropriately, and continuous momentum of troubleshooting efforts.
• Ensure adherence to established incident management processes and protocols.
• Contribute to the improvement of incident response runbooks and documentation.
• Own internal and external communications during major incidents.
• Translate technical details into business-impact language (scope, severity, risk, ETA, confidence level).
• Maintain clear and continuous communication with stakeholders during incidents, providing timely updates.
• Ensure safe execution of mitigations, rollbacks, feature flags, and failovers
• Lead post incident review meetings with stakeholders to confirm event details and assign problem investigators.
• Track and report on incident metrics, identifying patterns and areas for systemic improvement.
• Augment Change Managers and / or Problem Managers as required in the performance of those responsibilities.

WHAT YOU’VE DONE: 

• Bachelor’s or master’s Degree and/or equivalent experience relevant to functional area. 
• 12+ years of experience in SRE / DevOps
• 5+ years of working experience as a Site Reliability Engineer
• Experience managing critical incidents in a 24/7 production environment.
• Experience with ServiceNow ITSM and on‑call incident coordination via PagerDuty / Zen duty (or comparable ITSM/on‑call tools).

 

Knowledge, Skills, Abilities & Behaviours

• Understand a wide breadth of technical concepts across SRE practices
• Background in cloud-based systems and SRE practices is a must.
• Experience in at-least one Observability platform like New Relic, Datadog, etc. preferred.
• Ability to use AI tools to synthesize communication, reports, and troubleshooting leads.
• Certification in AWS, ITIL, or related frameworks preferred.
• Experience in SaaS or technology product companies preferred.
• Strong leadership and decision-making skills under pressure.
• Excellent verbal and written communication skills for both technical and non-technical audiences.
• Ability to manage multiple priorities and deadlines in high-stakes situations.
• Strong analytical skills to drive root cause analysis and trend identification.
• Familiarity with modern monitoring and incident management tools.
• Demonstrated ability to build consensus across diverse teams.
• Effective at maintaining calm and focus during critical situations.
• Knowledge of cloud infrastructure (e.g., AWS, Azure) and application architecture.
• Proven track record of improving incident management processes.
• Attention to detail in documentation and follow-through.
• Adept at facilitating collaboration across remote and global teams.
• Proactive in identifying operational risks and implementing preventive measures.
• Committed to continuous learning and process improvement.
• Ethical, dependable, and resilient in challenging scenarios.

● Day off on the 3rd Friday of every month (one long weekend each month)
● Monthly Wellness Reimbursement Program to promote health well-being
● Monthly Office Commutation Reimbursement Program
● Paid paternity and maternity leaves