Senior Manager, Engineering - SRE Network Operations Center (NOC)

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Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Cloud Certifications are a plus (preferably Azure or AWS).
• 10+ years of hands-on work experience supervising personnel in a technical environment.
• Excellent troubleshooting skills and a thorough understanding of Operations, Incident Management, systems engineering, and infrastructure support.
• Must have experience leading a team in a fast-paced environment.
• Excellent verbal and written communication skills; technical writing skills required.
• Overall understanding of cloud computing and other internet technologies.
• Ability to facilitate resolution of multiple incidents.
• Understanding of incident management and infrastructure systems/tools.
• Experience with Agile methodologies such as Kanban and Scrum.
• Knowledge of observability tools such as Splunk, Dynatrace, etc.
• Strong IT and network systems troubleshooting skills.
• Good understanding of Cloud Computing technologies and concepts (SaaS, PaaS, IaaS, etc.).
• Azure Fundamentals (AZ 900) Certification is a plus.
• Experience with shell-scripting languages and full stack engineering.
• Strong problem-solving, time management, flexibility, and communication skills.

Responsibilities:

• Define the strategic direction for the NOC with a focus on adopting and embedding SRE practices across all operational processes.
• Lead a team of 15+ Incident Response SRE engineers, providing guidance, mentorship, and support to ensure high performance.
• Serve as the ultimate incident commander during critical incidents, overseeing incident communication and ensuring stakeholder alignment.
• Develop and maintain a robust schedule that ensures 24/7/365 coverage by the NOC SRE team.
• Drive the adoption of SRE practices and implement changes that reduce toil, enhance reliability, and improve incident response.
• Oversee incident communication reports to executives and key stakeholders.
• Oversee the development and maintenance of observability dashboards using Grafana and Prometheus.
• Establish and maintain a robust notification, escalation, and paging process.
• Plan and execute regular simulations and dry runs to build muscle memory for incident response.
• Oversee NOC SRE backlog management, prioritizing improvements for high-impact tasks.