Manager - Site Reliability Engineering [T500-13228]

About Inspire Brands Inspire Brands is disrupting the restaurant industry through digital transformation and operational efficiencies. The company’s technology hub, Inspire Brands Hyderabad Support Center, India, will lead technology innovation and product development for the organization and its portfolio of distinct brands. The Inspire Brands Hyderabad Support Center will focus on developing new capabilities in data science, data analytics, eCommerce, automation, cloud computing, and information security to accelerate the company’s business strategy. Inspire Brands Hyderabad Support Center will also host an innovation lab and collaborate with start-ups to develop solutions for productivity optimization, workforce management, loyalty management, payments systems, and more.

PURPOSE OF THE POSITION : To lead the design, development, and implementation of the cloud architecture in various cloud, hybrid, and on-premise systems. This position will directly contribute to the overall implementation of enterprise cloud architecture while working closely with staff to enhance and develop new designs and strategies across all types of cloud-based applications. As Manager, they will lead a team to collaborate with both Information Technology and Business Units to ensure open lines of communication and clear understanding of objectives within each project ensuring high availability for critical business systems. The successful candidate possesses excellent interpersonal and communication skills. Ensure that IT customer expectations are met or exceeded. As Manager, they will lead a team that provides service insight, response, and service management to maintain high service reliability and availability with low touch through extensible services and platforms, standardized processes, data insights, and product feedback. Responsible for managing internal and external resources as well as client and vendor relationships.

RESPONSIBILITIES : Oversee the development / monitoring of dashboards and alerts to detect problems related to application, infrastructure and potential security incidents on daily basis. Run the production environment by monitoring availability and taking a holistic view of system health. Build software and systems to manage platform infrastructure and applications. Improve reliability, quality, and time-to-market of our suite of software solutions by creating sustainable systems and services through automation and uplifts. Lead the primary operational support and engineering for multiple large, distributed software applications. Gather and analyze metrics from both operating systems and applications to assist in performance tuning and fault finding. Ensure appropriate sizing of solutions, technology fit, and DR are assessed and accounted for by the Site Reliability Engineering team. Oversee the administration of cloud-based business-critical systems, services and applications. Research and make decisions on software, processes, and partners to provide enterprise class support for Inspire Brands platforms. Ensure that comprehensive service and support procedures are implemented and well understood, and that service level objectives are met or exceeded as applicable. Responsible for platform operations support related issues on a day-to-day basis, and long-term planning for maintaining technologically current, reliable, and cost-effective solutions. Oversee and provide leadership direction during operational incidents, ensuring necessary resourcing and availability of subject matter expertise as well as proactive, business communications. Ensure that requests and incidents are accurately documented, escalated, and resolved. Responsible for continuously generating and analyzing metrics to ensure that performance levels are satisfactory, and trends are identified and proactively addressed as necessary. Develop, implement, and manage governance models that enable business units to leverage technology offerings securely and effectively Coordinate with functional or operational area managers to understand their current and future information needs and develop plans, cost estimates, and schedules for integrating these needs into existing operations or develop plans for future operational support. Ensure that technical and financial evaluation of services consider all specified requirements, and that product selection is based on thorough research. Assist and advise in the areas of physical planning, security, backup and recovery and the logistics of contingency planning. Develop processes to manage allocation, reporting and containment of costs for platforms. Maintain systems in accordance with best practices to improve security, reliability and resilience of the systems in production. Recruit and retain top talent and coach and mentor team members. Provide employee leadership, guidance, performance feedback and reviews, and individual / career development.

EDUCATION QUALIFICATION : Required Minimum : BS / BA degree in IT or related field preferred; equivalent experience may be substituted in lieu of education.

EXPERIENCE QUALIFICATION : 4 - 6 years personnel management and leadership experience. 6+ years of technical management / administration of operational technology systems.

REQUIRED KNOWLEDGE, SKILLS OR ABILITIES : Hands-on technical expertise with implementation and administration of platforms is required. Demonstrated understanding of how to proactively identify and address operational technology needs. General knowledge of identity management and information security best practices is required. Hands-on experience with Microsoft Azure is required. Specifically, Azure Security Center, Azure monitoring, Azure Key Vault, Azure Kubernetes Service, Azure Dedicated HSM, Blob Storage, Azure Backup, Azure Functions, Virtual Machines, Service Fabric and Container Instances. Able to pick up and learn new AWS / Azure technologies and create internal training documentation and pass that information on to the supporting teams. Experience with Database technologies (SQL, Cluster technology and creation, Always-On, migration, log shipping). Experience with enterprise applications (architecture, development, support, and troubleshooting). Experience with enterprise architecture and working as part of a cross-functional team to implement solutions. Experience in handling production support incidents and connect between Developer / Operations team to perform deep dive analysis work on RCA and implementing fixes. Experience with monitoring solutions : e.g. New Relic, Splunk, Dynatrace. Hands on experience with log aggregation tools. Experience with Jira, Confluence, Opsgenie. Knowledge of CI / CD automation. Knowledge of ITIL concepts including Service Management and Service Delivery. Highly developed analytical skills and the ability to solve complex technical problems using a methodical systematic approach. Excellent written and verbal communication and interpersonal skills and a strong customer service orientation.