Purpose of Role: As a Site Reliability Engineer Manager, you will be responsible for leading and ensuring your distributed team provides operational support to Platform on a 24/7 basis “and” ensuring that necessary tools, software and processes are put in place to allow the system to scale with increase in operational load. You will be part of the Technical Services Department, responsible for of the last line of escalation for technical and support issues, which have been escalated by Support Teams globally. You will be highly analytical and will be an excellent problem solver with the ability to uncover not only the problem but also the root cause of it. You will have technical skills and will be an outstanding communicator, working not only as a team at times on issues but also managing escalations, participating in user group meetings, and developing operational relationships with the key internal customers and external customers throughout Key Responsibilities: Defining, Supporting and executing the strategy, mission and vision of Keyloop Technical Services Improving Platform quality through engagement with other Keyloop Teams. Recruitment, performance management and development of the team including coaching, mentoring, and regular one-to-one interactions to ensure expectations and the company/department direction are clearly communicated. Leading, organizing and motivating the team to deliver the highest possible quality of service to customers in resolving their issues; will involve continuous improvement of support processes and working practices, based on customer and associate feedback. Creatively managing and allocating resources to ensure appropriate availability and skill within the team to resolve customer issues in optimum timeframe. Monitoring and managing according to key metrics that measure the effectiveness of the team in meeting key goals; continuously seeking to improve processes and working practices to ensure that these goals are achieved. Providing primary interface into support for other lines of Keyloop business by establishing strong operational relationships. Building effective working relationships and collaborating with other functions / support teams to ensure smooth information flow and the operational success of Keyloop Platform Function. Acting as an escalation point for high severity customer issues that arise Regularly meeting with internal customers to gather direct customer feedback, educate on platform processes, and promote Technical Services Essentials Skills and Qualifications: Proven Management Experience Understand customer issues, troubleshooting Experience with AWS cloud infrastructure (EC2, Cloudformation, Lambda, DynamoDB etc) Some CI/CD experience with Jenkins/Bamboo Understanding of web security and DevSecOps principles Knowledge of microservice implementation technologies (both serverless and containers) Strong communication and collaboration skills Ability to work across global teams and working with different cultures across different time zones Good written and spoken English skills Terraform, CloudFormation, Serverless framework AWS (Lambda, SQS, SNS, DynamoDB, S3, ECR, EC2) Apigee, API Gateway .NET Core, ASP.NET Core, C#, Node.js React Cloudwatch, ELK stack Bamboo specs, Jenkins, Docker, Shell script Desired Skills and Qualifications: .. Bachelor’s Degree in Computer Science ..