Technical Manager, Site Reliability Engineering

Summary

Join Coalfire's Management and Operations team as a leader in cloud technology solutions. You will ensure client SLAs are met, collaborate with cross-functional teams, and drive operational excellence. Responsibilities include managing a team, leading escalations, improving tools and processes, and developing governance models. This role requires extensive experience in cloud architecture, AWS, IaC, and team management. Coalfire offers a flexible work model, competitive perks, paid parental leave, flexible time off, and comprehensive insurance options.

Requirements

• Proven experience supporting clients in a managed services environment
• Demonstrated expertise in ticket management and meeting SLA requirements
• Strong relationship management skills, with a track record of building and maintaining client trust
• Extensive experience with AWS, Azure, or GCP services; cloud certifications are highly preferred
• Deep expertise with Terraform, Ansible, GitLab, and CI/CD technologies
• Proven experience managing technical teams of 5-8 members
• Exceptional communication, organizational, and problem-solving skills in fast-paced environments
• Strong documentation skills, including the creation of technical diagrams and comprehensive written descriptions
• Ability to work autonomously and collaboratively, demonstrating a professional attitude and demeanor
• Critical thinker capable of balancing security requirements with mission objectives
• Proven ability to derive application and platform infrastructure requirements
• Minimum of 7 years of experience in systems engineering and architecture, including requirements definition, architecture development, use case creation, and systems integration and testing
• Minimum of 7 years of experience in cloud architecture, design, implementation, operations, and automation, specifically in AWS
• Minimum of 7 years of hands-on experience with Infrastructure-as-Code and orchestration/automation tools, including Terraform and Ansible

Responsibilities

• Ensure client Service Level Agreements (SLAs) are consistently met, particularly regarding availability, response times, and service posture
• Collaborate with Site Reliability Engineers and cross-functional teams to identify, prioritize, and escalate bugs or issues, ensuring appropriate fixes and responses are driven effectively
• Lead and coordinate Coalfire and client teams during escalations, with a primary focus on fast-tracking issue resolution
• Drive operational excellence and benefits realization through continuous measurement and improvement of key performance indicators (KPIs)
• Lead initiatives to improve existing tools and processes while providing actionable feedback on new practices and procedures
• Guide the creation and maturation of internally-managed Infrastructure as Code (IaC) solutions to enhance project efficiency and reduce system variability
• Develop and advocate for governance models that promote consistent use of cloud technologies, aligning with institutional strategies, policies, and regulatory standards such as FedRAMP
• Ensure operational support team members are well-versed in client business objectives, architectures, cloud adoption strategies, and operating models
• Prepare and coach the team for regulatory compliance audit interviews with third-party auditors, with a focus on control implementations during client assessments
• Manage and mentor a team of 6-8 individual contributors, focusing on career development, goal setting, project management, quality assurance, and daily guidance
• Contribute to the definition, planning, and documentation of key Managed Services projects and initiatives while tracking progress and outcomes against established goals
• Support hiring and personnel development to meet current needs and enable scalable growth aligned with client expansion
• Work with other TSM’s on supporting the practice and driving technical growth and innovation

Preferred Qualifications

• Previous experience in a consulting roles
• Previous experience managing or operating a 24x7x365 highly-available environment for a SaaS vendor
• Demonstrated expertise in implementing system encryption (SSL, PKI, FIPS 140-2) and system hardening using CIS Benchmarks and DISA STIG standards
• Experience with cloud-based networking technologies and other network technologies such as Palo Alto, Cisco ASAv, and similar platforms
• Proficiency in serverless, microservices, and modern application architectures
• Advanced skills in creating diagrams using tools like Visio and Lucid Chart, along with experience using Jira for project management
• Experience leading cloud infrastructure audits and gathering artifacts to demonstrate compliance with at least one regulatory framework
• Familiarity with frameworks such as FedRAMP, FISMA, SOC, ISO, HIPAA, HITRUST, PCI, etc

Benefits

• Flexible work model
• Paid parental leave
• Flexible time off
• Certification and training reimbursement
• Digital mental health and wellbeing support membership
• Comprehensive insurance options
• Annual incentive
• Commission
• Recognition programs