Senior Manager of Production Support

4 weeks ago


Southlake, Texas, United States The Charles Schwab Corporation Full time
Job Summary

As a Senior Manager of Production Support at The Charles Schwab Corporation, you will lead a team of Site Reliability Engineers (SRE) in their journey to maturity and individual performance management. This role involves overseeing Production Engineering efforts to ensure systems are designed for operational excellence and reliability. You will also provide leadership in incident management and root cause analysis to resolve production issues and prevent recurrence.

Key Responsibilities

Lead the team in their SRE maturity journey and overall individual performance management.
Oversee Production Engineering efforts to ensure systems are designed for operational excellence and reliability.
Provide leadership in incident management and root cause analysis to resolve production issues and prevent recurrence.
Establish and maintain operational support practices, including monitoring, alerting, and incident response.
Conduct post-mortem reviews to identify areas for improvement and implement solutions to enhance system reliability.
Implement and promote performance engineering practices to ensure optimal system performance.
Develop and execute strategies for destructive testing to identify potential points of failure and improve system resilience.

Requirements

8+ years of experience leading a Production Support/SRE team responsible for enterprise applications, infrastructure, and systems.
8+ years of experience in measuring, tracking, improving, and reporting on SLO/SLA's/KPI's.
5+ years of experience working Enterprise ITSM Business Processes.
Availability for after-hours calls/incident management.
ITIL v. 4 Experience with Enterprise Systems that includes but not limited to: Event and Incident Management, Release and deployment, Enterprise Change Management experience.
Experience managing multi-shift based teams.
Recent experience leading an Operations organization that focuses on event and incident management.
Experience monitoring tools with a focus on ITIL capabilities.
Experience with GitHub, Bamboo, Bitbucket, Splunk, ThousandEyes, and AppDynamics.

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