Site Reliability Engineer • Lead

Who you are

You have extensive experience in incident management, particularly in high-severity situations, and understand the importance of rapid service restoration. As a Major Incident Lead, you excel in coordinating across various teams, ensuring that communication is clear and effective during critical incidents. Your background in Site Reliability Engineering (SRE) equips you with the skills to prioritize customer impact and maintain service reliability through the use of service level indicators and objectives.

You are adept at leading post-incident reviews, transforming operational failures into actionable insights that drive reliability improvements. Your ability to manage executive-level updates during prolonged incidents showcases your strong communication skills and your commitment to maintaining customer trust. You thrive in a 24x7 operational environment and are comfortable working under pressure to ensure operational excellence.

Desirable

Experience in a highly regulated environment is a plus, as is familiarity with cloud services and managed services platforms. You may also have a background in engineering or support roles, which enhances your understanding of the technical aspects of incident management.

What you'll do

In this role, you will lead the end-to-end management of P1 and P2 major incidents affecting InterSystems' managed services customers. You will serve as the single point of coordination for major incidents, ensuring that all stakeholders are informed and that the response is swift and effective. Your responsibilities will include delivering timely and accurate communications to customers, partners, and internal teams, as well as managing executive-level updates during high-risk incidents.

You will also lead post-incident reviews, focusing on identifying root causes and implementing measures to prevent repeat incidents. Your leadership will be critical in fostering a culture of continuous improvement within the team, as you work to enhance service reliability and operational performance. You will collaborate closely with SRE, engineering, support, cloud, and service delivery teams to ensure a cohesive response to incidents.

What we offer

InterSystems is committed to providing a supportive and dynamic work environment. You will have the opportunity to work with a talented team dedicated to excellence in service delivery. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to unlock the power of data and enhance customer experiences through reliable service management.