Team Lead, On-Call Automation and Reliability (London)

About Fresha Fresha is the leading AI-powered operating system for the global beauty and wellness industry, giving businesses everything they need to run smarter, grow faster and build stronger client relationships. Our mission is simple: help beauty and wellness businesses grow by giving them the technology they need to attract clients, manage their operations and run their business in one place.

Role Overview: Team Lead, On-Call Automation and Reliability | Four days in office, Wednesdays remote. We're looking for a hands‑on Team Lead for a new team. You'll report to the Head of Infrastructure. Your team owns what every engineer at Fresha uses when production breaks: alerting and paging, incident tooling, SLO and error budget tooling, the postmortem process, and the AI agents that do first‑line triage. Your team's job is to make that on‑call quiet, fast and safe.

How We Build:

• Production first: We have no pre‑production environments. We test locally, validate in CI, ship behind feature flags, and hold a high quality bar.
• Unix philosophy: Each service does one thing well behind a clear interface, and complexity stays at the edges.
• We optimise for rate of change: an engineer with one year of experience should be able to make a change quickly.
• Optional adoption, mandatory value: Teams choose their tools. Platform features win by being better, not by force.
• Automate first, document second: A check that blocks the merge beats a page nobody reads.
• Independent teams: Tribes own their code, deployments, on‑call and roadmaps.

What You'll Do:

• Build and run the AI agents that triage alerts, collect context, suggest a cause, and run safe fixes inside clear guardrails.
• Cut alert noise. Measure alert quality per team, and work with teams to fix or delete the alerts that don't help.
• Own SLO and error budget tooling, and the reliability scorecard each team sees.
• Own the incident process and tooling: roles, communication, postmortems, and follow‑up on the actions.
• Run game days and disaster recovery drills, and get the on‑call rotas ready for seasonal peaks.
• Write code, review it, and work through incidents alongside your team.

People leadership:

• Run your team: Know what each person is working on and where they're stuck, and step in quickly when someone is struggling.
• Feedback and growth: Give feedback when it happens, help your engineers grow, and make the case for them when they're ready.
• Hiring: Interview for your team and hold the bar on who joins.

Our stack: Kubernetes on AWS, Terraform, Kafka and Postgres. Services in Ruby, Elixir and TypeScript behind a federated GraphQL layer.

What We're Looking For:

• Hands‑on first: You write production code in at least one general‑purpose language.
• Production experience: You've been on call for systems at scale, and you've led incidents as incident commander.
• Automation you can trust: You've built automation that changes production, and you know how to make it safe.
• AI agents: You've put LLM-based tools or agents into real use, or you can show serious work toward it.
• Security: You design for least privilege and full audit from the start.
• Cloud and observability: AWS, Kubernetes, and metrics, logs and traces at scale.
• You've led a team: Formally, or as a senior engineer people already followed.
• Product mindset: Engineers are your users. You track adoption and outcomes, run a roadmap, and say no to the wrong work.
• Opinionated and clear: You write postmortems people read, and you can persuade a product team to change how they run their service.

At Fresha, we value passion and potential as much as specific skills. If you're enthusiastic and eager to learn, we encourage you to apply, even if you don't meet every listed requirement.

Your Opportunity at Fresha:

• Scale: Around 1 million bookings a day across 120 countries.
• A new team: You shape its scope, its tools and its people from the start.
• AI in production: Agents that do real on‑call work, not demos.

Interview Process:

• Screen Call - Video call with a member of the Talent Team (30min)
• 1st Stage - Technical video/in‑person interview with our engineers (90min)
• 2nd Stage - Practical coding session plus design of an incident automation system (up to 2 hrs)
• Final Stage - Leadership and people management with the Head of Infrastructure / VP of Architecture (60min)

Inclusive Workforce: At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable. We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals.