Sr. Manager, SRE, Operations & Product Support

Description

ABS Group Digital Solutions is seeking a Lead Site Reliability Engineering Operations & Product Support to establish the production reliability and support operating model for its next-generation Fleet Management System (FMS). The role will help take FMS from development through beta customer migration and scaled SaaS operations. It combines hands-on reliability engineering with leadership of incident response operational readiness technical support escalation and post-launch improvement.

Working with the Platform Engineering & Cloud Architecture lead application engineering QA security and customer support teams this person will ensure the product is observable recoverable and supportable. The lead will use conventional and AI-assisted automation to streamline operations while establishing clear boundaries between technical SRE ownership and customer-facing support ownership.

What You Will Do:

• Define service health measures and reliability objectives for FMS including availability latency error rates recovery expectations and appropriate service-level indicators and objectives.
• Establish end-to-end observability across applications infrastructure integrations and AI-enabled services through actionable logs metrics traces dashboards health checks and alerts; assess where AI-assisted anomaly detection can improve signal quality.
• Lead the technical incident-response model including severity definitions on-call and escalation practices incident coordination recovery procedures and post-incident reviews; use AI-assisted summarization and evidence gathering where it improves response without replacing human judgment.
• Work with engineering and platform teams to design for resilience performance capacity backup and recovery and safe operation under expected customer and data growth.
• Define and implement operational-readiness criteria for beta and production releases including monitoring runbooks rollback plans ownership support handoffs and post-release validation.
• Establish the technical support escalation model and partner with customer support product and engineering to resolve issues and turn recurring incidents and tickets into permanent fixes; evaluate AI-assisted ticket categorization and knowledge retrieval to speed technical triage.
• Support customer migrations go-lives and post-launch stabilization by preparing technical monitoring and response plans triaging production issues and incorporating lessons into repeatable procedures.
• Automate routine operational tasks health checks deployment verification incident triage and recovery; use AI where it demonstrates improved speed or accuracy with access controls auditability and human approval for production-impacting actions.
• Track reliability incident supportability and operational-efficiency trends; communicate risks corrective actions and progress to engineering and program leadership including evidence of whether AI-assisted workflows reduce toil or improve outcomes.
• Help build and mentor an SRE/production-operations capability as FMS moves from initial releases to scaled customer use.
  

What You Will Need:

Education and Experience

• Bachelors degree in Computer Science Engineering Information Systems or a related field or equivalent relevant experience.
• 10 years of relevant experience in site reliability engineering production engineering cloud operations or software operations including experience leading incident response or operational improvement across teams.
• Demonstrated experience operating production web or SaaS services and improving their reliability through software engineering and automation.
• Experience establishing observability on-call practices runbooks and service-health or reliability measures for production systems.
• Experience partnering with software engineering platform engineering and customer-facing support teams during releases incidents and customer go-lives.
• Experience applying AI-assisted tools or workflows to technical operations incident triage monitoring analysis support knowledge retrieval or operational automation with an understanding of how to validate results before use in production.
• Experience with Azure cloud preferred.
  

Knowledge Skills and Abilities

• Strong command of SRE practices including SLIs/SLOs incident response root-cause analysis performance capacity resilience and disaster recovery.
• Experience operating production SaaS applications on Azure including compute networking identity storage containers databases integrations and security.
• Ability to build effective observability and on-call practices using telemetry logs metrics traces and tools such as Azure Monitor Application Insights and Log Analytics-without creating unnecessary alert noise.
• Ability to automate secure deployments and operational workflows using scripting APIs CI/CD infrastructure as code managed identities and Key Vault.
• Sound judgment on release risk rollback customer impact and the responsible use of AI-assisted operations including data protection and human oversight of production-impacting actions.
• Clear communication and collaborative leadership across engineering support and business stakeholders including the ability to drive improvements without direct ownership of every team or system.
  

Reporting Relationships:

Reports to the Sr Director Platform Engineering & Cloud Architecture. The role will initially lead cross-functional operational practices; direct-report scope will be determined as the SRE and production-operations capability scales. Customer-facing support teams retain ownership of routine customer communications and frontline support.

Required Experience:

Manager