Program Manager - Site Reliability Engineering

Program Manager – Site Reliability Engineering

4-5 years managing operations focused projects in a SaaS environment
5+ years of experience in a program or project management role managing complex, technical projects
Experience implementing and coordinating Incident Management processes
B.S. degree in Business Management, Information Systems, Engineering, Computer Science or a related field (or equivalent experience) is highly desired
Comfortable working with loosely defined, custom agile/scrum/kanban processes and driving process improvements
Strong sense of ownership and desire to be successful
Ability to drive programs working with highly effective people on cutting-edge technology
Ability to lead cross-functional, globally dispersed teams and influence stakeholders without direct authority
Strong verbal and written communication skills, with demonstrated ability to influence teams and to communicate succinctly

Collaborate with leaders and teams across SRE, Engineering, Support, and Product to organize, plan, and execute projects from inception to post-launch analysis
Utilize just enough process to create visibility into progress, risks, and milestones for all stakeholders without overwhelming the team
Proactively identify potential roadblocks and keep projects on track
Act as the key point of contact between SRE and other teams, to ensure alignment, resolve dependencies, and drive products to completion
Drive improvements in incident management process, identifying areas for automation, process refinement, and faster resolution times
Act as an Incident Leader for large-running incidents
Provide training and mentoring to empower the team in incident management best practices
Oversee post-incident reviews, ensuring root cause analysis is conducted and corrective actions are tracked to completion
Define and track key incident metrics (MTTR, incident recurrence, etc.) to drive accountability and operational improvements
Use a data-driven mindset into all aspects of status reporting, and clearly and proactively communicate, across all levels of the organization, status as well as risks and mitigation plans