Senior Manager, Production Support Lead

4 weeks ago


Westlake, Ohio, United States The Charles Schwab Corporation Full time
Job Summary:

As a Senior Manager, Production Support Lead at The Charles Schwab Corporation, you will be responsible for leading and mentoring a team of Site Reliability Engineers (SRE) in their journey towards operational excellence and reliability. Your team will be focused on fostering a culture of continuous improvement and innovation, with a strong emphasis on reliability, performance, automation, and operational support.

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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