Site Reliability Engineering Manager

Required Skills

• Proven 5 years’ experience in a managerial role within a Cloud Platform or IT Service Management function.
• 5 years Technology Operations Management
• ITIL Certification (v4 preferred)
• Experience in Service Availability, Continuity and Disaster Recovery processes
• Experience managing and leading ITSM Processes such as Incident, Change, Problem and Request.
• Solid knowledge and understanding of Service Asset and Configuration Management (SACM) processes
• Experience maintaining Service Levels documents (Agreements, Objectives, etc.)
• Strong customer service orientation and experience managing developers and customer expectations.
• In-depth knowledge of cloud infrastructure and related technologies.
• Demonstrable ability to drive continuous service improvement, manage change effectively and conducting post-incident reviews.
• Understanding of Agile principles, ceremonies and practices.
• Demonstrable experience in leading and managing technical teams, ability to work effectively with different teams, including development, operations, and security.
• Drive proactive actions and thinking.
• Excellent problem-solving and analytical skills.
• Effective communication and documentation skills.

Preferred Skills

• Proficiency in cloud services such as AWS, Azure, or Google Cloud.
• Power BI skills and ServiceNow reporting are a plus
• Solid project management skills, including planning, execution, and monitoring.
• Experience in handling customer relationships and ensuring customer satisfaction.
• Champion to continuous learning and improvement.
• Ability to think strategically and align cloud services with business goals.

Education and Professional Skills

• BS/MS degree in Computer Science, Software Engineering or related STEM degree.

Optional but beneficial:

• Cloud Certifications: Certifications from cloud providers (e.g., AWS Certified Solutions Architect, Google Cloud Professional Cloud Architect).
• Project Management Certifications: Certifications such as PMP (Project Management Professional) or ITIL (Information Technology Infrastructure Library).

Job Responsibilities

• Accountable and responsible for maintaining all ITSM processes, including incident, problem, request and change.
• Conduct Incident and Problem post-mortem exercises, documenting lessons learned and follow-up preventative actions.
• Champion continuous improvement initiatives to enhance service delivery and operational efficiency.
• Own, develop and maintain comprehensive reporting mechanisms for service performance, including SLAs, SLOs and other performance indicators.
• Foster a customer-centric approach to ensure high levels of customer satisfaction and positive Experience Levels (XLAs).
• Report and communicate service performance to business, technology leaders and internal customers.
• Ensure end-user documentation is accurate, accessible, and user-friendly.
• Maintain the relationship and service levels of Cloud Service providers (including Monthly Business Reviews)
• Ensure compliance to technology and security policies within the Public Cloud infrastructure (DR, SACM, Security, Policies, etc.)
• Advise on service operability requirements related to service resilience investment to meet agreed levels.
• Advise on change best practices on Public Cloud environments, such as risk mitigation, roll back and planning.