Sr Manager Engineering - SRE

Lead 24×7 follow-the-sun operations, serving as the front line for infrastructure alerts and Incident Management, with effective On-Call coverage, rapid response, service restoration, escalation, and cross-region handoffs.

Own customer experience and operational excellence by defining and improving KPIs, including service availability, incident response & RCA, MTTR, SLA compliance, customer issues and escalations, Service Help Desk (DOHD) health, backlog reduction, automation adoption, and operational efficiency.

Define and execute the Customer Enablement strategy, driving operational excellence, cloud platform reliability, automation, infrastructure readiness, go-live success, and engineering best practices to deliver secure, scalable, and highly available SaaS services.

Lead major customer-impacting incidents, providing executive leadership and coordinating Engineering, Cloud Platform, Customer Enablement, Support, and Product teams to accelerate resolution while ensuring timely stakeholder communication.

Drive operational excellence by identifying recurring customer issues, analyzing operational trends, and partnering with Engineering teams to implement permanent fixes, preventive improvements, and platform automation.

Establish and continuously improve engineering standards and operational governance for Incident Management, Problem Management, Change Management, On-Call operations, and RCA processes to improve platform reliability and reduce repeat incidents.

Lead Customer Enablement operations, including customer onboarding, infrastructure readiness, feature enablement, go-live governance, and Cloud Platform Service Help Desk (DOHD) operations to ensure predictable customer delivery.

Build strong cross-functional partnerships by establishing clear ownership models, operating mechanisms, service reviews, and escalation paths across Engineering, Product, Customer Enablement, Support, and Cloud Platform organizations.

Drive automation and engineering productivity through Infrastructure as Code, AI-assisted operations, runbook maturity, self-service capabilities, workflow automation, and continuous operational improvements.

Build and lead high-performing 24×7 DevOps teams by developing technical leaders, fostering a culture of customer-first thinking, accountability, operational excellence, continuous improvement, and engineering innovation.

Engineering degree in Computer Science or a related technical field.

12+ years of experience in DevOps, SRE, Cloud Operations or Production Engineering, including 5+ years leading engineering teams or managers.

Proven experience leading globally distributed 24×7 follow-the-sun DevOps and Customer Enablement operations supporting highly available SaaS platforms.

Strong hands-on experience with AWS, Google Cloud Platform, or Microsoft Azure.

Strong expertise in Kubernetes, containerized platforms, Infrastructure as Code (Terraform), CI/CD, GitOps, and automation.

Strong Linux, networking, troubleshooting, distributed systems, and cloud architecture fundamentals.

Deep experience with observability, Incident Management, On-Call operations, RCA, SLA/SLO governance, and production reliability.

Experience leading Customer Enablement operations, customer onboarding, infrastructure readiness, go-live governance, and operational support for enterprise SaaS customers.

Proven experience defining, governing, and improving operational KPIs and translating data into measurable customer and business outcomes.

Extensive experience leading major customer-impacting incidents and driving cross-functional resolution across Engineering, Product, Customer Enablement, Support, and Cloud Platform teams.

Experience establishing operational governance for Incident Management, Problem Management, Change Management, RCA, and continuous service improvement.

Strong ability to influence senior stakeholders, drive cross-functional alignment, and deliver results without direct authority.

Proven experience building, mentoring, and developing high-performing engineering managers, technical leaders, and globally distributed DevOps teams.

Excellent communication and executive stakeholder management skills with the ability to lead during critical customer situations.

Strong ownership mindset with a passion for customer success, operational excellence, engineering quality, and continuous improvement.

Experience automating repetitive workflows using Python, APIs, or workflow automation.

Experience with AI-assisted support, knowledge retrieval, and self-service solutions.

Familiarity with SRE, ITIL, Incident Management, and Problem Management practices.

Reltio is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.