Site Reliability Engineering Manager

About the Role:

• Responsible for SRE team arrangement and project management, guiding basic SRE work to be more effective, and improving the overall SRE efficiency.
• Drive the design and engineering of tools, as well as platform solutions, to optimize product engineering and operation efficiencies.
• Manage on call processes to respond to performance and reliability issues, and establish best practices for coordinating escalation to resolve issues and minimize downtime.  
• Influence and motivate teams across a diverse set of vertical domains and geographic locations to ensure customer and merchant incidents are addressed rapidly and efficiently so that our software applications are available and functional 24x7x365.
• Work with senior management in the event of issue escalation.
• Provide clear communication to executives and key stakeholders regarding the business impact, risks, prioritization, mitigation, and estimated time-to-fix for these incidents on a timely basis.
• Ensure appropriate monitoring is in place for reliable operations of all applications and initiate corrective action plans when appropriate.
• Document incident information in the incident management system and ensure data is accurate, and complete. Doing so will help you identify incident and data trends (including gaps and inaccuracies) through the normal course of incident management (post mortem).
• Provide informal incident process and requirement training to cross-functional teams, as needed, to support consistent incident management execution.
• Collaborate with Service Owners to define the SLOs and build SLIs to ensures systems are meeting the SLAs
• Responsible for training team members and putting process & procedure in place to support the system and to handle the critical incidents.
• Coordinate appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements.
• Own all communication during a major system outage, ensuring IT management and the businesses are kept updated until the incident is resolved.
• With thorough understanding of technology assets/environments/services, business needs and SLAs/SLOs, lead the creation, revision and implementation of monitoring tools, processes and uptime reports. 

Key Outcomes:

• Build and invest in relationships with key partners while learning the business and supporting model
• Implement AIOps machine learning solutions to automate the detection, consolidation, and remediation of alerts, events, and metrics in our platforms.
• Modernize processes to enable automation for change control, runbooks, documentation publishing, and monitoring solutions.
• Drive adoption of unified processes for Monitoring, Alerting, Incident Response and cross-product visibility as the enterprise product portfolios evolve.

Skills, Experiences and Education:

• B.S. in Electrical or Computer Engineering, Computer Science or relevant work experience
• 7+  years of experience in large complex information systems, and/or Cloud environments
• 7 years of experience in an engineering centric workflow environment.
• Broad experience in troubleshooting large-scale distributed systems covering application, cloud, OS, networking, and storage areas
• Self-motivated and proactive, with demonstrated creative and critical thinking capabilities
• A clear communicator, compassionate leader who loves SRE

• Canada: Province of Ontario