SRE Leader

We’re Hiring | Lead Director – Site Reliability Engineering (SRE)

Location: Hartford, CT or Wellesley, MA

Platform Reliability | GPS Salesforce CRM & YAVA Self-Service

We are looking for an experienced SRE Leader to build and lead the Site Reliability Engineering function for our GPS Salesforce CRM and YAVA Self-Service platforms.

This is a strategic leadership role focused on preventing production incidents, improving platform reliability, strengthening change controls, and driving proactive reliability engineering across a complex enterprise technology ecosystem.

The ideal candidate combines strong SRE engineering expertise, proven people leadership, and the ability to influence cross-functional teams to deliver measurable improvements in production stability and service availability.

Key Responsibilities

Build and Lead the SRE Function

• Define the SRE strategy, operating model, team structure, engineering standards, and implementation roadmap.
• Recruit, mentor, and develop SRE engineers with expertise in software, infrastructure, observability, and production engineering.
• Establish clear engagement models across SRE, application development, infrastructure, operations, and vendor teams.

Drive Incident Prevention and Reliability Improvement

• Lead initiatives to reduce P1/P2 incidents and eliminate recurring production failures.
• Conduct systemic incident analysis and ensure root causes, corrective actions, ownership, and deadlines are clearly established.
• Drive permanent preventive fixes instead of relying on repeated firefighting and reactive support.

Establish SRE Standards and Governance

• Define and implement Service Level Indicators (SLIs), Service Level Objectives (SLOs), error budgets, and reliability scorecards.
• Establish production-readiness reviews, monitoring standards, runbooks, capacity planning, and recovery requirements.
• Track reliability KPIs, including incident frequency, change failure rate, Mean Time to Detect (MTTD), Mean Time to Restore (MTTR), and repeat incidents.

Strengthen Change Management and Preventive Engineering

• Establish risk-based validation and rollback requirements for high-risk production changes.
• Improve observability, synthetic monitoring, dependency health monitoring, and end-to-end service visibility.
• Drive automation for configuration drift, certificates, DNS, load balancing, queue health, and post-change validation.
• Improve resilience through capacity testing, failover validation, and elimination of single points of failure.

Lead Cross-Functional Reliability Governance

• Partner with application, infrastructure, network, security, telephony, middleware, database, cloud, and vendor teams.
• Establish clear ownership, escalation paths, and accountability for shared dependencies.
• Communicate reliability risks, incident trends, and investment priorities to senior leadership.

Required Qualifications

• Significant experience in Site Reliability Engineering, Production Engineering, Platform Engineering, DevOps, or large-scale technology operations.
• Demonstrated experience building or scaling an SRE function and directly managing engineering teams.
• Strong expertise in incident management, root-cause analysis, incident prevention, observability, resilience engineering, and production readiness.
• Proven experience implementing SLIs, SLOs, error budgets, and reliability governance.
• Strong understanding of distributed systems, networking, DNS, load balancing, TLS, API gateways, cloud platforms, middleware, and databases.
• Experience driving change-risk reduction and reliability improvements across multiple technology teams.
• Excellent stakeholder management, executive communication, and organizational leadership skills.

Preferred Experience

• Salesforce CRM and enterprise customer-service platforms.
• Contact center, CTI, telephony, real-time voice, or self-service platforms.
• Technologies such as IBM MQ, DB2, mainframe integrations, F5, Imperva, Five9, Azure, or Google Cloud.
• Experience in healthcare, regulated industries, or other high-availability enterprise environments.