Manager, Site Reliability Engineering

Job Summary:

The Manager, Site Reliability Engineering leads a team responsible for advancing IT operations through automation, self-healing capabilities, and AI-enabled solutions. This leader owns the reliability roadmap, drives measurable performance against service level objectives, and strengthens observability and IT Service Management (ITSM) practices to improve service availability, performance, and operational efficiency.

Essential Functions:

Own and deliver a multi-year reliability, observability, and automation roadmap, translating enterprise priorities into prioritized, measurable engineering initiatives.

Establish and monitor reliability performance measures, including mean time to resolve (MTTR), manual effort reduction, SLO attainment, change failure rate, and automated incident remediation.

Lead organizational change by influencing senior stakeholders and transitioning legacy, ticket-driven operations toward engineering-led, automated reliability practices.

Champion SRE practices and a customer-centric reliability culture across operations and development teams.

Lead the development of automation and self-healing capabilities, including runbooks, scripts, infrastructure as code (IaC), automated recovery, and scaling, to reduce manual effort and improve operational reliability.

Lead the design, deployment, and governance of agentic AI solutions for incident triage, root-cause analysis, and remediation, with appropriate human oversight, auditability, and defined autonomy.

Apply AIOps and predictive analytics to detect anomalies, correlate events, and prevent incidents before they affect users.

Partner with security, compliance, and AI governance teams to ensure AI-enabled operations meet CareSource policy and regulatory requirements.

Collaborate with stakeholders and product owners to translate availability targets into actionable Service Level Indicators (SLIs) and Service Level Objectives (SLOs), and establish and enforce error budgets that balance innovation and reliability.

Integrate and enhance Continuous Integration and Continuous Deployment (CI/CD) pipelines to support faster, more reliable releases.

Lead Chaos Engineering and regular resilience testing, partnering with application and infrastructure teams to act on findings and sustain continuous feedback loops.

Develop incident response plans, lead major incident management, and conduct blameless post-incident reviews that drive sustainable corrective action.

Lead capacity planning using usage and performance trends to forecast growth, prevent resource constraints, and support cost-effective scaling.

Lead the observability strategy and implementation, establishing standards for telemetry, monitoring, dashboards, and alerting that provide actionable, real-time insight into infrastructure, applications, and critical business services.

Enhance ITSM, ITOM, and ServiceNow workflows to integrate observability with automated incident creation, enrichment, and remediation.

Lead and develop site reliability and observability engineers, fostering continuous learning, innovation, professional growth, and AI and automation capabilities.

Partner across technology teams and manage key vendor relationships to align SRE and observability strategies with business goals and operational readiness.

Perform any other job related duties as requested.

Education and Experience:

• Bachelor's degree in Business, Computer Science or related field required
• Equivalent years of relevant work experience may be accepted in lieu of required education
• Six (6) years of relevant IT experience, to include experience with monitoring tools such as Dynatrace, Spunk, ServiceNow, Robotic Process automation required
• Three (3) years of IT lead or management experience required
• Experience designing, developing, and providing operational support for distributed systems software in a microservice-style infrastructure required
• Experience using Docker and Linux containers required

Competencies, Knowledge and Skills:

• Strong leadership skills with the ability to inspire cross-functional teams and align IT initiatives with business goals
• Deep proficiency in reliability, scalability, performance, security, enterprise system architecture, toil reduction, and other site reliability best practices
• Demonstrated ability to drive the adoption of site reliability culture and practices within a team
• Ability to lead a small team to look for roadblocks, run tests, and solve related problems
• Fluency in at least one programming language such as (e.g., Python, Java, .Net, etc.)
• Proficiency in software applications and technical processes within a technical discipline (e.g., cloud, artificial intelligence, machine learning, mobile, etc.)
• Proficiency in continuous integration and continuous delivery tools (e.g., Ansible, GitLab, Terraform, etc.)
• Ability to communicate ideas and solutions in a clear and organized manner
• Ability to provide clear and effective presentations
• Strong familiarity with ServiceNow ITOM
• Expert with Dynatrace, Splunk and Solar Winds Monitoring Platforms
• Familiarity with Microsoft Azure infrastructure networking, compute, and storage primitives
• Knowledge of code management with Git and GitHub workflows
• Knowledge of Splunk Search Processing Language (SPL)
• Splunk IT Service Intelligence platform knowledge
• Excellent analytical and problem-solving skills
• Excellent communication skills and ability to collaborate with IT and business teams effectively
• Comfortable with a 24/7/365 always-up, always available production service
• Familiarity with Incident management, ITIL

Licensure and Certification:

ITIL Foundation or Practitioner certification preferred. preferred

Relevant cloud, Kubernetes, or SRE certifications are a plus. preferred

Working Conditions:

General office environment; may be required to sit or stand for extended periods of time

Travel is not typically required