Senior Manager, Site Reliability Engineering (SRE) & Application Production Support

Quick Facts

• Role: Senior Manager, Site Reliability Engineering (SRE) & Application Production Support
• Focus: 24x7 reliability and production support for enterprise contact center transformation platforms

Description

Lead SRE and end-to-end application production support to ensure availability, reliability, performance, scalability, and operational stability for mission-critical voice platforms and contact center applications. You will manage reliability operations for Five9/Genesys and telephony components, drive full-stack observability and distributed tracing, and support AI-powered intelligent voice bots and LLM/Agentic AI workflows. Own incident, problem, and change management and drive continuous reliability improvements and automation across complex distributed systems.

Responsibilities

• Lead SRE and application production support across cloud-native applications, voice systems, and backend integrations
• Ensure contact center and voice platform reliability for routing, call quality, and platform stability
• Oversee Google Cloud Platform operations for GKE, Cloud Run, Compute Engine, Pub/Sub, Cloud Functions, API Gateway, load balancing, and networking
• Drive observability with Grafana, Elasticsearch/OpenSearch, Google Cloud Monitoring, OpenTelemetry, and centralized logging
• Provide operational support and monitoring for conversational AI, intelligent voice bots, LLM apps, Agentic AI frameworks, AI agents, and MCP servers
• Own 24x7 on-call operations, major incident management, RCA, problem management, change management, and post-incident reviews
• Lead troubleshooting for distributed applications, APIs, microservices, middleware, and integrations including NoSQL/Firestore/Oracle
• Collaborate on networking and traffic management issues (DNS, TCP/IP, SIP/RTP, firewalls, proxies, load balancers)
• Establish reliability engineering best practices (SLIs/SLOs, error budgets, capacity planning, CI/CD reliability, automated remediation, disaster recovery)
• Lead and mentor SRE and application support teams; set standards and operational KPIs; coordinate vendor escalations; collaborate cross-functionally

Requirements

• Bachelor’s degree in computer science/IT/engineering or equivalent practical experience
• 10+ years of experience in technology operations/SRE/application production support/cloud engineering
• 5+ years in technical leadership or engineering management
• Hands-on experience with SRE and 24x7 production operations including on-call and critical incident resolution
• Strong hands-on experience with Google Cloud Platform and cloud-native services (GKE, Cloud Run, Compute Engine, Pub/Sub, Cloud Monitoring/Logging, API Gateway, networking, load balancing)
• Experience supporting Five9/Genesys (or similar) and telephony architecture (SIP/RTP, IVR, ACD, CTI, call routing)
• Strong full-stack observability and distributed tracing experience (Grafana, Elasticsearch/OpenSearch, OpenTelemetry)
• Experience with conversational AI/intelligent voice bots, LLMs, Agentic AI frameworks, AI agent monitoring, and MCP servers
• ITIL-based Incident, Problem, and Change Management experience including major incident leadership and RCA
• Hands-on experience with NoSQL databases, Google Cloud Firestore, Oracle Database, APIs, middleware, and distributed architectures
• Strong networking and infrastructure knowledge (TCP/IP, DNS, HTTPS, SIP/RTP, firewalls, load balancers, Kubernetes/containerized environments)
• Experience with automation/scripting and CI/CD pipelines; proficiency with Python, Bash, or Terraform

Benefits

• 24x7 operational ownership with a focus on reliability engineering maturity and continuous improvement
• Opportunity to lead enterprise SRE/app production support across cloud-native, telephony, and AI-powered customer engagement platforms