Telecoms: Senior Manager, Technology Operations & SRE (Reliability)

American Workforce Solutions; United States; Remote; USD 110,000 - 250,000; Full time

Job summary

A leading company is seeking a Senior Manager for Technology Operations & SRE, pivotal in overseeing the stability of a cloud-based telephony platform. This role demands both technical acumen in AWS and SRE practices, along with strong leadership skills to guide a diverse team. Key duties include ensuring platform reliability, incident management, and advancing automation efforts. Candidates should have over 8 years of relevant experience and embrace a proactive approach to problem-solving in a dynamic work environment.

Benefits

Medical insurance

Vision insurance

401(k)

Child care support

Qualifications

• 8+ years in Technology Operations, DevOps, or SRE.
• Experience in AWS cloud-native environments (EC2, EKS).
• Familiarity with VoIP protocols and telephony software is a plus.

Responsibilities

• Ensure the reliability and performance of the cloud-based telephony platform.
• Act as Incident Commander during outages and act swiftly to resolve issues.
• Manage and mentor a team of ~20 engineers.

Skills

Cloud-native environments

Proactive communication

Automation

Problem-solving

Tools

AWS services

NetScout

OpsGenie

Datadog

Prometheus

Grafana

Python

Bash

Terraform

Jenkins

GitLab CI

Job description

Telecoms: Senior Manager, Technology Operations & SRE (Reliability)

Telecoms: Senior Manager, Technology Operations & SRE (Reliability)

The Senior Manager, Technology Operations & SRE (Reliability) is a critical leadership role, responsible for ensuring the stability, performance, and resilience of our AWS-hosted open-source telephony platform (SIP, Kamailio, Asterisk, FreeSWITCH, etc.). This role combines hands-on technical expertise in cloud-native environments with strategic people management, serving as a key Incident Commander during critical incidents and driving Site Reliability Engineering (SRE) best practices. You will lead a team of ~20 engineers (SRE and augmented DevOps, including offshore resources), foster cross-functional collaboration, and champion a culture of passion, tenacity, and proactive communication to maintain a highly available platform in a fast-paced, mission-driven organization.

Key Responsibilities:

• Platform Reliability: Ensure the availability, performance, and resilience of our client’s cloud-based telephony platform, leveraging AWS services (EC2, EKS, Route 53, CloudWatch) and monitoring tools (NetScout, OpsGenie, Datadog) to support real-time communication.
• Incident Management: Act as Incident Commander, leading rapid response to outages, call quality issues, or captioning delays, using tools like PagerDuty and AWS CloudWatch to minimize customer impact and provide proactive updates to senior leadership.
• Root Cause Analysis: Conduct thorough RCAs for incidents, implementing corrective actions and refining runbooks to prevent recurrence, with a focus on reducing escalations through effective triage (targeting 80% resolution without escalation).
• Automation & Observability: Develop automation scripts (Python, Bash) and enhance observability with tools like Prometheus, Grafana, and Datadog to monitor WebRTC metrics, captioning accuracy, and infrastructure health, enabling proactive issue detection.
• AWS Expertise: Optimize AWS infrastructure (EC2, EKS, S3, Lambda, Route 53) and Kubernetes clusters for scalability, fault tolerance, and low-latency workloads, mentoring the team to improve platform reliability.
• SRE Best Practices: Drive SRE principles (SLOs, SLIs, error budgets) and SDLC processes, transitioning the team from a disbanded NOC model to a mature SRE framework, focusing on production support and reducing project distractions.
• Team Leadership: Manage and mentor a team of ~20 (SRE and augmented DevOps), fostering a culture of passion, adaptability, and collaboration. Navigate team morale during leadership transitions, winning trust while maintaining objective decision-making.
• Proactive Communication: Provide high-level updates to senior leadership during major platform changes, educating stakeholders on monitoring and outcomes to preempt inquiries and align with organizational goals.
• Cross-Functional Collaboration: Partner with engineering, product, and compliance teams to address reliability gaps, optimize captioning performance, and ensure compliance.
• Continuous Improvement: Stay informed on industry trends (e.g., WebRTC, AI-driven transcription) to enhance telephony architecture and captioning workflows, leveraging analytical skills to interpret platform data.

Qualifications:

Technical Skills

• Experience: 8+ years in Technology Operations, DevOps, or SRE, with strong expertise in AWS cloud-native environments (EC2, EKS, S3, Lambda, CloudWatch, Route 53).
• Observability Tools: Proficiency with NetScout, OpsGenie, Datadog, Prometheus, or Grafana for monitoring infrastructure and application metrics.
• Automation: Strong coding knowledge in Python or Bash for automating workflows and processes.
• DevOps Tools: Experience with Terraform, Jenkins, or GitLab CI for Infrastructure as Code and CI/CD pipelines.
• SRE & SDLC: Deep knowledge of SRE principles (SLOs, SLIs, blameless postmortems) and SDLC processes, with experience building or transitioning teams to SRE models.
• Telephony Knowledge (Preferred): Familiarity with VoIP protocols (SIP, RTP, WebRTC) and open-source telephony software (Asterisk, Kamailio, FreeSWITCH) is a huge plus.
• Networking: Basic understanding of network troubleshooting (e.g., Wireshark) and QoS optimization for low-latency communication.
• Captioning (Optional): Experience with real-time transcription systems (e.g., AWS Transcribe) or caption formats (WebVTT, SRT) is a plus.

Leadership & Soft Skills

• Leadership: Proven ability to lead and mentor diverse technical teams in a remote, high-stakes environment, with experience managing morale during transitions.
• Tenacity & Passion: A proactive, “adapt and overcome” mindset, thriving in a 24/7 support environment with a passion for mission-driven work.
• Communication: Exceptional verbal and written skills for proactive stakeholder updates, cross-functional collaboration, and presenting to non-technical audiences, including compliance teams.
• Problem-Solving: Strong analytical skills to diagnose complex issues under pressure and interpret platform data for decision-making.
• Culture Fit: Ability to align with the fast-paced, collaborative culture.
• Time Management: Adept at prioritizing tasks and managing high-stakes responsibilities in a dynamic setting.
• Confidentiality: Commitment to handling sensitive customer data in compliance with regulations.
• 100% Remote: Work from home, with flexibility to collaborate across US time zones

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering, Information Technology, and Management

• Industries

  Telecommunications

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Child care support

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