Job Purpose

Lead for a team of site reliability engineers delivering who deliver incident detection, triage, and runbook-based remediation for production cloud-native environments, to support our North American customers. Set the operational standard for triage and recovery, act as the senior escalation point, and serve as the primary technical liaison to the Service Delivery Manager.

Key Responsibilities

• Lead incident detection, triage, and first response across production cloud and Kubernetes environments, to support our North American customers.

• Execute and oversee approved runbooks for service restoration — workload and node restarts, scaling, rollbacks, and database stabilization — within agreed operational boundaries.

• Act as the senior escalation authority; prepare clear escalation summaries covering impact, actions taken, current state, and recommended next steps.

• Author, review, and maintain operational runbooks; continuously improve detection, alerting, and automation.

• Engage cloud-provider support (AWS, GCP) for platform-level failures and vendor escalations.

• Technically supervise and mentor the SRE team; review handoffs and assure consistency across shifts.

• Own daily shift handoffs and contribute to monthly service reporting and reviews.

People Management

• Provides technical leadership and day-to-day supervision

• Contributes to coaching, performance input, and skills development; formal line management sits with the Service Delivery Manager.

Financial Responsibility

• Accountable for protecting service levels and cost-to-serve through efficient, automation-first operations.

• Key Performance Indicators (KPIs)

• Service-level (SLO/SLA) attainment

• Mean time to acknowledge / mean time to resolve

• Runbook coverage and quality

• Escalation accuracy and completeness

• Shift-handoff quality and reporting timeliness

• Repeat-incident reduction and automation adoption