Technical Manager, Site Reliability Engineering | Remote US

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Requirements:

• Proven experience supporting clients in a managed services environment.
• Demonstrated expertise in ticket management and meeting SLA requirements.
• Strong relationship management skills with a track record of building client trust.
• Extensive experience with AWS, Azure, or GCP services; cloud certifications preferred.
• Deep expertise with Terraform, Ansible, GitLab, and CI/CD technologies.
• Proven experience managing technical teams of 5-8 members.
• Exceptional communication, organizational, and problem-solving skills.
• Strong documentation skills for technical diagrams and written descriptions.
• Minimum of 7 years of experience in systems engineering and architecture.
• Minimum of 7 years in cloud architecture and automation, particularly with AWS.

Responsibilities:

• Ensure client Service Level Agreements (SLAs) are consistently met, particularly regarding availability and response times.
• Collaborate with Site Reliability Engineers and cross-functional teams to identify and escalate issues.
• Lead and coordinate during escalations, focusing on quick issue resolution.
• Drive operational excellence through continuous improvement of key performance indicators (KPIs).
• Guide the creation of Infrastructure as Code (IaC) solutions.
• Develop governance models for cloud technology use and compliance.
• Prepare team members for regulatory compliance audit interviews.
• Manage and mentor a team of 6-8 contributors.
• Contribute to Managed Services project documentation and tracking progress.