Senior Site Reliability Operations Engineer, Salesforce

• 8+ years in IT operations, incident management, or site reliability work. Proven experience in a 24x7 high availability environment with enterprise systems
• Demonstrated ability to lead high severity incident response under pressure. Establish impact, evaluate solutions with subject matter experts, and make decisions that balance technical and business needs
• Excellent verbal and written communication skills for technical and executive audiences. Create clear incident updates, status reports, and executive summaries for leadership
• Strong technical troubleshooting ability across Windows and Linux servers, networking, cloud platforms, and virtualization technologies. Diagnose problems quickly using logs, monitoring tools, and common diagnostic approaches
• Experience leading or mentoring technical teams in incident response or operations roles
• Experience with cloud platforms like AWS and monitoring of IT infrastructure. Comfortable with core cloud concepts and various monitoring tools
• Suggest and design SLIs/SLOs to ensure reliability and performance of critical systems in alignment with SRE best practices
• ITILv4 certification and deep understanding of incident, problem, and change management processes
• Industry certifications from public cloud platforms like AWS/Azure/Google, CCNA, RHCE or Microsoft associate
• BS in Computer Science or equivalent practical experience. What matters most is proven ability to solve complex problems and lead technical response efforts

Desirable

• As a Sr. Site Reliability Operations Engineer you'll be part of our internal DET Site Reliability Operations team supporting our employees globally
• This role combines incident command, reliability engineering, and hands-on technical support. You'll lead response efforts for critical incidents while working with teams across different time zones
• Lead incident response for high severity incidents affecting internal business operations. Serve as Incident Commander to coordinate technical teams, establish impact, and drive rapid service restoration
• Monitor and troubleshoot enterprise systems including infrastructure, applications, and network components. Use your technical skills to diagnose complex problems across multiple platforms and vendors before they impact users
• Prepare executive summaries and communicate incident status to leadership up to CDO level. Translate technical details into business language for stakeholders during and after incidents
• Drive improvements to incident management processes by updating playbooks, creating SOPs, and leading automation initiatives. Mentor junior team members on handling escalated technical issues
• Coordinate emergency changes and infrastructure updates to resolve incidents. Work with cross-functional teams to maintain business continuity during critical situations
• Analyze incident data and KPI metrics to identify trends. Develop actionable recommendations to reduce impact duration and improve team performance
• Participate in on-call rotation as part of regional coverage. Lead incident review meetings and ensure accurate documentation for post-incident analysis