SL2564 - SRE & Service Delivery Lead
Summary
Lead a team of SREs and Production Support Engineers, driving incident response, reliability, and operational improvements across hybrid cloud environments (AWS, Azure, OCI, on-prem, SaaS) for business-critical applications.
Role Overview
We are looking for an experienced SRE & Service Delivery Lead to lead Site Reliability Engineering and production support operations for business-critical applications.
You will be responsible for ensuring system reliability, availability, and performance while leading incident response, service improvements, and a team of SRE and Production Support Engineers.
Key Responsibilities
- Lead SRE and production support activities across business-critical applications.
- Manage and mentor a team of SREs and Production Support Engineers.
- Lead major incident response, troubleshooting, root cause analysis, and service recovery.
- Monitor system availability, performance, and overall production health against defined SLAs/SLOs.
- Drive continuous improvements in reliability, operational efficiency, automation, and support processes.
- Manage performance monitoring, system health checks, and disaster recovery readiness.
- Develop and maintain operational runbooks, SOPs, and incident documentation.
- Work closely with Engineering, Infrastructure, Operations, Delivery, and Incident Management teams.
- Provide timely updates to management and stakeholders during major incidents.
- Support hybrid environments across AWS, Azure, Oracle Cloud Infrastructure (OCI), on-premises infrastructure, and SaaS platforms.
Requirements
- Minimum 5 years of experience in SRE, Service Delivery, Production Support, or a similar leadership role.
- Minimum 5 years of experience working with cloud environments.
- Strong experience in incident management, production support, system reliability, and service improvement.
- Hands-on knowledge of observability and monitoring tools/practices.
- Experience driving support optimization, automation, and operational improvements.
- Technical understanding of application technologies such as Java, COBOL, and modern front-end technologies.
- Strong leadership, stakeholder management, communication, and problem-solving skills.
- Comfortable managing complex, business-critical production environments.
- Financial Services experience is preferred, particularly within Insurance.
- Bachelor's degree in Computer Science, IT, or a related discipline is preferred.