Senior DevOps Incident & Reliability Manager

Request Technology, LLC

Chicago (IL)

On-site

USD 140,000 - 190,000

Full time

3 days ago

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Benefits offered by this job

Bonus eligible

Job summary

Request Technology, LLC seeks a Manager of DevOps Operational Support to lead L1/L2 production support across deployments, middleware, and platform infra. Drive incident response quality, SLA governance, and MTTR improvements with actionable metrics for leadership.

You will own the full incident lifecycle, supervise 6-10 engineers, coordinate triage with Platform, Security, and App Dev teams, and push runbooks, monitoring, and automation to reduce toil and improve reliability.

Qualifications

Proven team leadership experience across L1/L2 support and incident management.
Deep production environment knowledge including deployment pipelines, middleware, and platform operations.
Experience defining and enforcing SLA frameworks for multi-tier support.
Strong ability to reduce MTTR and drive automation to remove toil.

Responsibilities

Lead L1 and L2 support engineers through incident response, triage, and post-incident reporting.
Coordinate incident response with Platform, Security, and App Dev teams across Kubernetes, Kafka, and Vault.
Serve as Tier 3 escalation for complex incidents and drive permanent fixes or accepted workarounds.
Own the full incident lifecycle from alert to RCA documentation and closure.
Drive post-incident reviews and publish monthly SLA compliance reports.