SRE Manager
Posted 7 days ago by 1764671641
Negotiable
Outside
Remote
USA
Summary: The SRE Manager role focuses on overseeing application support within the retail domain, emphasizing SRE principles and practices. The position requires hands-on experience with observability tools and managing Level 2/Level 3 support teams. The manager will collaborate closely with customers and internal teams to ensure service reliability and effective incident management. Strong communication skills and the ability to work in a fast-paced environment are essential for success in this role.
Key Responsibilities:
- Manage SRE operations for retail domain applications, ensuring adherence to SRE principles.
- Oversee monitoring, logging, alerting, and reporting using observability tools.
- Lead Level 2/Level 3 application support teams providing 24x7 coverage.
- Gather and communicate SRE requirements from customers and define the SRE roadmap.
- Conduct P1 calls and manage incident response processes.
- Build processes and frameworks following ITSM principles.
- Collaborate with development and cross-functional teams.
- Generate and present reports to customers and leadership.
- Maintain a customer-focused mindset and manage overall SRE delivery.
Key Skills:
- Experience as an SRE manager in the retail domain.
- Knowledge of SRE principles, ITIL framework, and observability tools (preferably NewRelic, DataDog).
- Experience leading application support teams.
- Strong communication and collaboration skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Familiarity with eCommerce platforms (SFCC, Shopify, OMS).
- Experience with ITSM platforms (JIRA, ServiceNow, BMC Remedy).
- Proficient in generating reports and documentation.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Role: SRE Manager
Location: Baltimore, MD - Remote
Duration: Long-term Contract
Job Responsibilities
Mandatory to have working experience as an SRE manager especially in Retail domain application support ( NOT CLOUD /DevOps)
Must have working knowledge on SRE principles such as Logs, metrics, availability metrics, uptime, ticket tracking, e-com services, ITIL framework specifically on Alerts, Incident, change management, CAB, Production deployments, Risk and mitigation plan, SLA, SLI
Hands on experience in Monitoring, Logging, Alerting, Dashboarding, and report generation in any observability tools Prefer DataDog or other tools such as AppDynamics/Splunk/Dynatrace/Datadog/CloudWatch/ELK/Prome/New Relic). This engagement is a customer using NewRelic, PagerDuty hence it is good to have this expertise
Mandatory to have work experience in leading Level 2/Level 3 application support team based out of IND who provide 24x7 coverage.
Should know how to gather & communicate SRE requirement from customers and define SRE roadmap.
Working experience on how to gather requirements on health of applications, services to monitor, setting service levels.
Must have good knowledge on eCommerce platforms SFCC (Prefer ) or shopify , OMS or any other e-com solutions/platforms.
Should be able to lead P1 calls, brief about the P1 to customer, proactive in gathering leads/ customers into the P1 calls till RCA, PIR etc.
Should have knowledge on building process , framework by following ITSM principles, SOP, runbooks, handling any ITSM platforms (JIRA/ServiceNow/BMC Remedy)
Must know how to work with the Dev team, cross functional teams.
Should be able to generate WSR/MSR by extracting the tickets from ITSM platforms, present to customers and L7 leaders.
Manage overall SRE delivery, customer focus mindset, work closely with customer leadership.
Preferred:
Be a Litmus7 face at the customer site, collaborating with Litmus7 leadership.
Ability to clearly communicate and understand a technical idea/concept.
Ability to work in a professional environment while interacting with peers and stakeholders, collaborating with offshore teams.
Excellent written and verbal communication skills.
Motivated, goal-driven, influential, innovative, curious, and open-minded, fun to work with, collaborator.
The capability to work with people in different time zones.
Ability to operate in a fast-paced, evolving environment and appropriately prioritise tasks, and keep abreast of the latest technology.
Collaborate with cloud architecture, infrastructure team, project management team, and technology services management team.
Create and maintain detailed documentation.