Head of Site Reliability Engineering

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Role objective The Head of Site Reliability Engineering is a hybrid technical‑leadership role. You will: • Own reliability of production services running on AWS while steering the roadmap for platform resilience and building out the SRE team. • Lead and grow a remote team of SREs—coaching, hiring, performance‑managing, and fostering a blameless culture. • Set and enforce Service Level Objectives (SLOs), error budgets, and incident response processes. • Drive automation via Infrastructure‑as‑Code (Pulumi / TypeScript), CI/CD, and observability pipelines. • Represent the SRE discipline to product, engineering, and senior leadership across our global business. • Hands on monitoring and incident response will be critical as the team grows. This role offers the opportunity to build reliability engineering from the ground up in a mission-critical IoT platform. Key Responsibilities Leadership & People Management • Build an SRE team of initially 3-6 engineers: goal setting, career development, regular 1:1s, and annual performance reviews. • Ensure operational system knowledge is captured and that the team is kept "fresh" on operating and troubleshooting procedures. • Recruit, onboard, and mentor new engineers; scale the team to meet business growth. • Maintain an inclusive, psychologically‑safe culture centred on learning and continuous improvement. • Own, and participate in, the on‑call roster for the team, ensuring equitable rotations and sustainable workloads. Service Level Management & Reliability • Define, monitor, and enforce SLOs and error budgets across all production systems. • Continuously analyse error‑budget burn to halt risky deployments and guide capacity decisions. • Champion a data‑driven reliability mindset throughout engineering and product teams. Infrastructure Automation & Management • Architect and implement Infrastructure‑as‑Code in Pulumi/TypeScript for AWS resources (EKS, MSK, SingleStore, MongoDB, S3, etc.). • Lead large‑scale migration or modernisation projects (e.g., Kubernetes upgrades, multi‑AZ resilience). • Eliminate toil—any manual task >2 engineer‑days/quarter or frequently repeated becomes an automation candidate. Incident Response & Post‑Mortem Leadership • Participate in on-call monitoring and response roster. • Serve as escalation point and incident commander. • Ensure post‑mortems are published within 48 hours with actionable “never again” tasks tracked to closure. • Improve runbooks and game‑day exercises; train engineers on incident command principles. Security & Compliance • Enforce least‑privilege IAM policies and champion DevSecOps practices. • Contribute to SOC 2 & ISO 27001 evidence collection and continuous control monitoring. • Oversee security patch pipelines, vulnerability management, and secrets hygiene. Operational Excellence & Continuous Improvement • Own reliability KPIs (MTTR, change failure rate, meantime between failures). • Lead quarterly reliability reviews and drive the reliability roadmap. • Partner with Product on capacity forecasts and cost‑optimisation initiatives. Join the A-Team and experience the A-Life!