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 transitioning from reactive support to proactive engineering in a remote environment.

Key responsibilities

• Lead, mentor, and grow a team of SREs while fostering a culture of accountability and psychological safety
• Architect observability across complex business processes and partner with business owners to define Service Level Objectives (SLOs)
• Own the Major Incident Response process and lead Root Cause Analysis (RCA) efforts to promote continuous learning and reduce manual toil

Required qualifications

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