Digital SRE Lead (Digital Production Support Lead)

About the position

The Digital SRE Lead (Digital Production Support Lead) plays a critical role in ensuring the smooth operation of digital production processes within a company. This position requires a blend of technical expertise, leadership skills, and the ability to manage multiple projects simultaneously. The ideal candidate will be proactive, detail-oriented, and proficient in digital production environments.

Responsibilities

• Provide comprehensive technical support for all digital production tools and platforms.
• Troubleshoot and resolve issues promptly to minimize downtime.
• Identify areas for improvement in digital production workflows and implement solutions to enhance efficiency and productivity.
• Work closely with dev partners to understand their needs and deliver tailored digital production solutions.
• Maintain thorough documentation of digital production processes, procedures, and troubleshooting steps.
• Ensure easy access to information for team members.
• Work with Digital Development teams to document production issues that require code fixes and assist with validating and closing out any defects.
• Update and Manage Runbooks and Maintenance reference Manuals on Support wiki site.
• Provide Level 1 & Level 2 support for application and platform issues.
• Develop and maintain automation for deployment, monitoring, and incident response to minimize downtime.
• Collaborate with application and infrastructure teams to improve system performance and reliability.
• Coordinate planning and execution with internal software engineering teams, business partners and technical leaders across the division.
• Own deployment, availability, reliability, performance, and customer escalation targets for these environments.
• Proactively identify and reduce issues through design, testing, and implementation of software.
• Uphold high organizational standard of great employee and team satisfaction.
• Optimize system performance, with an eye toward pushing our capabilities forward, getting ahead of customer needs, and innovating to continually improve.
• Provide primary operational support and engineering for multiple large, distributed software applications.
• Gather and analyze metrics from both operating systems and applications to assist in performance tuning and fault finding.
• Partner with cross-functional teams, including cybersecurity, application support, and compliance teams, to align on security and operational goals.
• Communicate technical risks and mitigations effectively to both technical and non-technical stakeholders.
• Work effectively in a fast-paced, highly complex matrix organization with emphasis on achieving quality outcome while meeting specific project deliverables.

Requirements

• Bachelor's degree in information technology, or a related field.
• 5 years of experience in digital production support or a similar role.
• Proficiency in digital production tools and software.
• Strong leadership skills with the ability to manage and inspire a team.
• Experience in conflict resolution and team building.
• Keen attention to detail and a commitment to maintaining high standards of quality.
• 3+ years of experience in Site Reliability Engineering, Security Engineering, or a similar role.
• 2+ years experience implementing and managing PAM solutions (e.g., CyberArk).
• Proficiency in scripting and automation (e.g., Python, PowerShell, Ansible, etc.).
• 2+ years experience monitoring and observability tools (e.g., Dynatrace, Splunk, etc.).
• 2+ years experience with cloud platforms (e.g., AWS/ GCP) and containerization.
• 2+ years experience with database queries (e.g. SQL / Oracle, etc.).
• Expertise utilizing Cloud Infrastructure such as Azure, AWS.
• Experience developing repeatable processes and metrics that maximum uptime, reliability, and predictability.
• Experience with Agile and DevOps methodologies.

Nice-to-haves

• Masters Degree preferred.
• Microsoft Office experience.
• Experience working in multi-platform environment.
• Ability to balance both development and support roles.
• Experience in working on projects that involve business segments.
• Strong analytical, strong troubleshooting skills and excellent communication skills.
• Strong interpersonal skills, focus on customer service, and the ability to work well with other IT, vendor, and business groups.
• Strong problem-solving and analytical skills with a focus on security and operational excellence.
• Excellent communication skills with the ability to engage stakeholders at all levels.