Senior Staff Site Reliability Operations

Responsibilities

• Own day-to-day site operations — incidents, requests, critical issues, and support coverage — with accountability for queue health, SLA attainment, backlog, and service quality, plus site asset and inventory management across lifecycle, refresh, procurement, and compliance.
• Serve as Tier 3 escalation owner for the site and AMER across identity (AD, hybrid Entra ID, GPO, Kerberos/LDAP, SSO, MFA), messaging (Exchange hybrid mail flow, mailbox, SMTP relay), compute (Windows, Linux, macOS, virtualization, storage, and hands-on datacenter and lab hardware), and endpoint (M365, Teams, Intune,…
• Own endpoint compliance, vulnerability remediation, patch management, and hardening; audit readiness and evidence; and partnership with InfoSec on incident response and privileged access.
• Drive critical issues into global platform teams and vendors with reproduction cases and diagnostic evidence through to a committed fix.
• Act as technical lead for site SRO engineers setting standards, reviewing work, directing blocking issues, building diagnostic rigor through mentorship, and owning the site knowledge base and runbook library.
• Serve as the primary technical contact for site IT, partnering with employees, site and executive leadership, Facilities, Security, HR, and Procurement on incidents, planned changes, onboarding and moves, and office and lab expansions.
• Build automation in PowerShell, Python, or Bash for diagnostics, remediation, health checks, and reporting; analyze ticket and reliability trends to eliminate top recurring drivers; and champion AI-driven and agentic solutions that advance SRO strategy.
• Represent site and AMER priorities in regional and global IT initiatives, standards, and architecture forums, and lead operational decisions in the manager's absence.
• What we need to see
• 12+ years in enterprise support engineering, infrastructure, or end user services, including 5+ years in a senior, lead, or escalation-tier role in a multi-site environment.

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