Platform Reliability & Operations Lead

Requirements

• At least 5 years of hands-on experience in Site Reliability focused positions.
• Strong knowledge of containerization technologies (Docker, Kubernetes).
• Experience with infrastructure as code (Terraform).
• Solid understanding of networking, security, and system architecture.
• Proficient in scripting languages (Java, Golang, Python, Bash, or similar).
• Experience with monitoring and observability tools (DataDog, Prometheus, Grafana).
• Knowledge of database management systems (PostgreSQL, Bigtable).
• Understanding of API and microservices architecture.
• Strong people leadership skills with at least a year in leading and driving high-performance technical teams.
• Operations teams within enterprise environments with knowledge of DevOps, ITIL, Cloud Services, IT Infrastructure and Operations supporting and maintaining production and development environments.
• Experience with establishing Service Delivery strategies that align to new ways of work methods, including Agile.
• Experience of establishing and delivering IT support services in a high availability (HA) environment such as 24/7 operations.

What the job involves

• The System and Platform Operations Manager is a technical leadership role responsible for the support, reliability, and stability of Epsilon Retail Media production systems, environments, and offerings.
• The team owns the reliability vision for the company, driving continuous improvement through a combination of development and operations initiatives as well as process excellence.
• This position has solid-line responsibility for operations including the deployment, management, monitoring, reporting, troubleshooting, and repair of production systems.
• Core to the success of the role is to provide a premium customer support experience focused on a “centre of excellence” that allows for a full-service delivery support cycle.
• This role is responsible for managing the Platform Operation Team centralized within a single geo-region, orchestrating the regional teamwork, serving with both technical and professional support, and championing the company values.
• The Platform Operations Engineer works closely with the Engineering team to ensure ongoing system stability and supports the Technical Account Managers from an environment's perspective.
• The Platform Operations team is responsible for supporting all retailers once they are live.
• Critically important is how this team collaborates and liaises with other teams such as Customer Support, Technical Account Management, Engineering, and Customer Success teams.
• You'll establish and manage operational practices and ensure we design, implement, and operate a support model that is fit for purpose for our future.
• Adopt a “Measure Everything” approach to ensure that internal service level objectives and customer service levels agreements are exceeded including executive level reporting on operational health metrics such as SLAs, incident resolution, performance, availability, reliability, capacity etc.
• Take ownership of complex issues related to performance, reliability, and scalability and lead resolution of serious incidents and events including communications with customers and wider stakeholders.
• Provide insight and expertise on how customers will perceive the changes or impacts to customers to drive customer organisation change management and communication.
• Empower the Delivery teams to release new products, features, updates, and fixes quickly, while ensuring Platforms remain reliable and stable.
• Work with the wider Engineering, Product, Delivery, and Security teams to ensure that appropriate attention is given to production/system reliability.
• Identify the capabilities needed to meet the current and emerging business needs of a significant function.
• As subject matter expert on the team, maintain understanding of current technology, database management, reliability practices, and future trends through ongoing education, conference attendance, and industry press.