Senior Manager, Incident Management

Job Summary

Leading a team of Site Reliability Engineers, the full-time Senior Manager, Incident Management will oversee the "Order-to-Cash," "Procure-to-Pay," and "Record-to-Report" lifecycles, ensuring the resilience and scalability of the global SaaS ecosystem while working remotely.

Key responsibilities

• Lead, mentor, and develop a team of SREs, fostering a culture of accountability and continuous learning
• Architect observability across complex business processes and partner with stakeholders to define Service Level Objectives (SLOs)
• Own the Major Incident Response process and lead Root Cause Analysis (RCA) to improve operational efficiency

Required qualifications

• 8+ years in SRE, DevOps, or Production Engineering, including 2+ years in a management role
• Deep understanding of Order-to-Cash or Procure-to-Pay cycles and their business impacts
• Experience managing enterprise ecosystems such as NetSuite, SAP, or Workday
• Solid knowledge of Networking (SD-WAN, VPNs) and Identity Management (IAM)
• Proficiency with monitoring tools like Datadog, Splunk, or New Relic