Support / SRE Lead – Digital Platforms (Web & Mobile)

Job Title: Support / Site Reliability Engineering (SRE) Lead – Digital Platforms (Web & Mobile)
Location: Irving, TX (Hybrid Monday - Wednesday On-Site)
Duration: Contract with option to hire

Position Summary:
We’re looking for a dynamic and experienced Support / SRE Lead to oversee the stability, performance, and operational excellence of our digital platforms—spanning both web and mobile applications. This role is ideal for a hands-on leader with a deep technical foundation, a passion for reliable systems, and a track record of building high-performing support teams. You’ll collaborate across engineering, product, and operations to ensure exceptional user experiences and robust, scalable platforms.

Key Responsibilities:

• Lead day-to-day operations for support and reliability across web and mobile platforms.

• Serve as the senior escalation point for major incidents, driving rapid and effective resolution.

• Monitor application health, performance, and availability using modern observability practices.

• Partner with development, QA, and product teams to support seamless deployments and feature rollouts.

• Define and enforce best-in-class support practices, including incident response, problem management, and post-incident reviews.

• Establish, track, and improve Service Level Objectives (SLOs) and Service Level Indicators (SLIs).

• Design and implement scalable monitoring, alerting, and logging frameworks.

• Develop and maintain automation scripts, CI/CD pipelines, and recovery tools to support system resilience.

• Maintain a centralized knowledge base for troubleshooting, playbooks, and platform documentation.

• Drive continuous improvement by analyzing recurring issues and implementing long-term solutions.

• Collaborate with stakeholders to understand user needs and improve platform usability.

• Stay up-to-date on technology trends and introduce innovative solutions to enhance system reliability.

Qualifications:

• 8 years of experience in application support, technical operations, or site reliability engineering.

• Minimum 3 years in a leadership role managing support or SRE teams.

• Deep understanding of web/mobile app architectures, APIs, cloud services (AWS, Azure, or GCP), and databases.

• Strong experience with incident response, root cause analysis, and ITIL processes.

• Proficiency with monitoring and alerting tools (e.g., Datadog, Cloudflare), and log analysis.

• Hands-on experience with ticketing platforms like Azure DevOps, ServiceNow, or Freshservice.

• Solid grasp of CI/CD pipelines, DevOps practices, and automation tooling.

• Excellent communication and stakeholder management skills.

• Proven ability to lead and develop teams in high-pressure, fast-paced environments.

• Experience working with cross-functional engineering and product teams.

Nice to Have:

• Industry experience in e-commerce, fintech, healthcare, or media.

• Exposure to mobile frameworks (Flutter, React Native, Kotlin, Swift).

• Experience with CMS platforms (WordPress, Drupal, Crownpeak, AEM).

• Familiarity with front-end frameworks (JavaScript/TypeScript, React).

• Relevant certifications (e.g., ITIL, AWS, Azure, SRE).