Manager of DevOps Software Engineering

***We are unable to sponsor as this is a permanent full-time role***

***Hybrid, 3 days onsite, 2 days remote***

Responsibilities:

• Lead L1 and L2 support engineers in all incident response activities including triage, investigation, coordination, resolution, closure, and post-incident reporting.
• Oversee technical analysis of environment incidents across application deployments, middleware, and platform layers while coordinating response activities with internal engineering, platform, and application development teams.
• Serve as Tier 3 escalation point for complex incidents beyond L2 capability triaging, directing, and driving resolution across Platform (k8s, Kafka, TFE), S&I (deployment, middleware, storage, network), Security (Vault, certs, secrets), and App Dev teams.
• Drive post-incident reviews for all P1 and P2 incidents, ensuring root cause is identified, documented, and actioned not filed.
• Define, publish, and enforce SLA targets across all severity levels
• Monitor SLA compliance in real time; escalate breaches immediately and report trends to leadership on a sprint cadence.
• Publish monthly SLA compliance reports to leadership with trend analysis and improvement actions.
• Lead alert tuning and noise reduction initiatives across monitoring toolsets on-call engineers are paged for situations requiring human judgement, not system noise.
• Track and publish the alert-to-incident ratio each sprint; hold the team accountable to a visible and improving trend.
• Lead automation and tooling initiatives to reduce toil, accelerate triage, and eliminate manual steps from the support workflow.
• Ensure accurate, complete documentation for every incident symptoms, steps taken, diagnostics, resolution, and RCA where applicable.
• Own the runbook library every novel resolution produces a runbook published to L1 before the incident is closed; coverage gaps are tracked and closed sprint-on-sprint.
• Lead a team of 6 10 L1 and L2 support engineers and contingent labor within the Environment Operations function.
• Manage team scheduling to ensure full coverage of production support windows including on-call rotations, shift handoffs, and escalation availability for 247 support responsibilities.

Qualifications:

• Minimum 5 years of hands-on environment operations, production support, or infrastructure operations experience, including interdisciplinary experience across four or more of the following: application deployment pipelines, container platform operations, middleware support, incident management, monitoring and observability, configuration management, release engineering, platform operations, or scripting and automation.
• Technical experience and comprehensive knowledge of production environment failure modes including deployment failures, configuration drift, platform instability, and integration breakdowns and the methodologies used to diagnose and resolve them.
• Demonstrated experience defining and enforcing SLA frameworks in a tiered support model (L1/L2/L3 or equivalent).
• Shift work and on-call availability required including 247 on-call response capacity and availability during planned and emergency maintenance windows.
• Previous people management or team lead experience required; formal people management experience strongly preferred.
• Deployment & Pipeline tooling: Harness (continuous delivery pipelines, deployment verification, rollback automation), Jenkins (CI/CD pipeline management, job configuration, build troubleshooting), GitHub (branching strategies, pull request workflows, pipeline integration).
• Container & orchestration platforms: Kubernetes (k8s) pod lifecycle management, namespace operations, log retrieval, resource troubleshooting, and coordination with Platform teams on cluster-level issues.
• Messaging & streaming platforms: Apache Kafka topic management, consumer group monitoring, lag analysis, and escalation to Platform for broker-level issues.
• Secrets & configuration management: HashiCorp Vault secrets retrieval, token/lease troubleshooting, policy review, and escalation to Security teams for certificate and secrets rotation.
• Monitoring & observability: Proficiency in at least two production monitoring toolsets (e.g. Splunk, Dynatrace, Datadog, AppDynamics, PrometheGrafana) alert triage, dashboard interpretation, log analysis, and tuning requests.
• Middleware platforms: Working knowledge of middleware infrastructure including application servers, messaging brokers, storage integrations, and network-layer dependencies sufficient to triage, gather diagnostics, and route correctly to L3.