Manager, Site Reliability Engineering

About the Role

Supports team members in designing and architecting infrastructure and service for reliability and functionality. Provides day-to-day direction to help forecast demands and ensure systems have adequate resources. Assists with collaboration between team members and the software development team to create reliable, scalable infrastructures. Advises on data collection, optimizing operations and infrastructure reliability. Aids in incident response activities to ensure service reliability. Reviews health and performance reports. Trains team members to identify automation, communicate the impact of changes, and serve as an escalation point for incidents. Enables team members to experiment with new technology, execute improvements, build site reliability knowledge, and provide clear data.

Responsibilities

• Capacity Ingestion and Management:
  • Supports team members in designing and architecting infrastructure and/or service for reliability and functionality.
  • Supervises immediate team members and provides day-to-day direction to forecast demands for infrastructure and respond to capacity needs, ensuring systems have sufficient resources.
  • Assists team members in collaborating with the software development team to develop reliable and scalable infrastructures and features.
  • Develops team members' ability to identify opportunities for and drive prototyping (e.g., testing new applications or infrastructures, assisting in onboarding).
• Incident and Service Lifecycle Management:
  • Advises team members on performing data collection, triage, technical analysis, and redirection to maintain and optimize operations and infrastructure reliability.
  • Provides support to team members monitoring services, ensuring they maintain up-to-date knowledge of performance and document their condition.
  • Leverages working knowledge to aid team members in incident response, root cause analyses, and maintenance on assigned services (e.g., software installs, version upgrades, security updates).
  • Reviews health and performance reporting and recommends appropriate actions based on data trends.
  • Helps team members follow procedures to perform provisioning to support infrastructure, applications, and services.
  • Educates team members on performing decommissioning (e.g., shutting down servers, removing data from databases).
• Automation:
  • Trains team to identify opportunities for automation and assess potential benefits.
  • Reviews automation tools or scripts developed by team members and provides feedback.
  • Coaches team members to conduct testing to ensure automation performs tasks correctly and produces expected results.
• Technical Communication and Guidance:
  • Trains and enables team members to communicate the scale, capacity, security, performance attributes, and requirements of services and technology.
  • Reviews and helps team members understand the potential impact of infrastructure, feature, and tool changes on team operations.
• Troubleshooting and Resolution:
  • Serves as the team's escalation point for incidents and other moderately complex issues.
  • Recommends methods to resolve technical issues spanning various services, coaching team members to investigate and debug products to reach SLOs (service level objectives).
  • Reviews documentation for accuracy and trains team members to perform root cause analyses according to standard reporting methods.
  • Coaches team members to independently perform post-mortem procedures to prevent incident reoccurrence.
• Innovation and Improvement:
  • Enables team members to experiment with new tools and technologies and helps assess their potential impact on infrastructure performance and reliability.
  • Supervises the execution of improvements for performance bottlenecks and deployments to ensure efficient resource usage, speed, and scalability.
  • Develops team members' knowledge of site reliability trends and shares new information to help them build, test, deploy, and run services.
  • Trains team members to perform analyses and provide clear data on production to contribute to business development decisions (e.g., design changes).
• Planning and Execution:
  • Creates and owns the execution plan for the team's work and multiple projects or initiatives, monitoring timelines and budgets to ensure projects are completed on time.
  • Delegates work across the team and helps them prioritize their tasks.
  • Identifies resource needs and adapts plans based on changing priorities and business needs.
• Collaboration and Partnership:
  • Strengthens collaborative partnerships across teams to align expectations and shared objectives.
  • Guides team members to build relationships with business leaders, stakeholders, and/or customers to ensure effective collaboration.
  • Practices active listening and asks insightful questions to promote an inclusive culture.
• Problem Solving:
  • Leads team to identify and address moderately complex operational and/or technical issues in accordance with standard practices.
  • Directs team to analyze data and/or information from multiple sources to troubleshoot moderately complex errors.
• Continuous Learning:
  • Actively seeks learning opportunities for self and team to enhance knowledge and skills in key areas and remain current with industry advancements.
  • Uses feedback and training to elevate personal and team skills, modeling a commitment to learning.
  • Identifies skill gaps within the team and supports team members in learning opportunities by providing resources and fostering an environment that encourages knowledge-sharing.
• Continuous Improvement:
  • Identifies and recommends improvements and encourages team to share ideas to increase efficiency and effectiveness of processes, protocols, and workflows.
  • Reviews and provides feedback on team members' ideas and seeks input from others on alternative approaches and methods for improving work.
• Performance and Development:
  • Coaches and provides direction to team members in alignment with performance management processes, guidelines, and expectations.
  • Facilitates goal-setting discussions with team members, ensuring individual goals align with broader team goals.
  • Identifies development opportunities to help team members improve performance.
  • Contributes to the talent acquisition pipeline by leading candidate interviews, assessing promotion eligibility, and managing talent resources.

Qualifications

• Minimum Job Qualifications:
  • 8 years of experience in software engineering, infrastructure management, or related field, OR
  • Bachelor's Degree in Computer Science, Engineering, or related field AND 4 years of experience in software engineering, infrastructure management, or related field, OR
  • Master's Degree in Computer Science, Engineering, or related field AND 2 years of experience in software engineering, infrastructure management, or related field.
  • Job Skills:
    • Data Analysis: Demonstrated ability to analyze and interpret data to produce actionable business insights.
    • Automation Experience: 3 years of experience in automation.
    • Programming Experience: 3 years of experience in programming and/or scripting.
• Preferred Job Qualifications:
  • 9 years of experience in software engineering, infrastructure management, or related field, OR
  • Bachelor's Degree in Computer Science, Engineering, or related field AND 5 years of experience in software engineering, infrastructure management, or related field, OR
  • Master's Degree in Computer Science, Engineering, or related field AND 3 years of experience in software engineering, infrastructure management, or related field, OR
  • Doctorate in Computer Science, Engineering, or related field AND 1 year of experience in software engineering, infrastructure management, or related field.
  • People Leadership / Management Experience: 1 year of experience in a leadership role with or without direct reports.
  • Budget Experience: 1 year of experience working with operating budgets and/or project financials.
  • Automation Experience: 5 years of experience in automation.
  • Programming Experience: 5 years of experience in programming and/or scripting.