Senior Site Reliability Engineer, Incident Response

Box is seeking a Global Senior Site Reliability Engineer to lead their Global Technical Operations and ensure the continuous health, availability, and reliability of their platforms and SaaS offerings. The role involves managing live-site incidents, coordinating with cross-functional teams, and implementing improvements to enhance site and service manageability. The ideal candidate should have extensive experience in production/platform operations, strong technical expertise in Linux systems and networking, and familiarity with ITILv4 Service Lifecycle Management.

• Own and direct live-site Major Incident Management
• Triage, refine, and verify the Problem Statement
• Notify and coordinate the efforts of appropriate SME resources
• Lead cross-functional Incident Bridges
• Ensure accurate and timely communication to key stakeholders and business entities
• Lead daily Incident and Change ticket reviews
• Coordinate and monitor change windows
• Coordinate with Problem Management on TopOps Issues and action items
• Protect customers, their data, and the availability of all Box services
• Troubleshoot and identify critical problems in a global hybrid cloud architecture
• Provide technical expertise and experience to address issues in 24x7 environments
• Lead daily reviews of planned changes
• Ensure complete and correct documentation of customer-impacting Incident tickets
• Contribute and review Incident postmortems
• Participate in Problem Management scrums and Postmortems
• Lead projects to improve tools and processes related to site and service manageability
• Coordinate regularly with Infosec, Customer Success, Platform, and Dev leaders
• Mentor and train Global NOC and system engineers
• Have large-scale production/platform operations experience
• Be competent in debugging global, distributed Web/API sites
• Have a solid understanding of ITILv4 Service Lifecycle Management and Incident, Change, and Problem Management framework

• 5+ years of large-scale production/platform operations experience in a large, SaaS provider environments, preferably as a Major Incident Manager, SRE team leader or Infrastructure (IaaS) or Platform (PaaS) Architecture SME in a Managed Service Provider environment.
• Experience in bare metal, Openstack, and K-8 architectures supporting a large number of SOA-API-based services.
• Exposure to Open Source Service-Meshes, Proxies, Caching, Message Buses (Kafka, MQS), NOSQL (Hbase, Hadoop), MYSQL clusters, and Search environments (SOLR, ES).
• Competence in debugging global, distributed Web/API sites based on Linux systems (Ubuntu, RHL, Centos), BGP, iBGP, and IP Anycast networking in multi-vendor virtualized, Edge and hybrid public cloud architectures.
• Familiarity with common terminologies, processes, and architectures in Linux Open Source environments, as well as a thorough understanding of Virtualization, Containers, and Kubernetes.
• Strong communication and interaction skills with individuals at all levels, from individual-contributors to C-level executives from multiple countries, ethnicities, and backgrounds.
• Command presence and ability to remain calm and collected in highly stressful situations, such as a major service outage.
• Willingness to continuously learn new skills and technologies.
• Bachelor's degree in Computer Science or Information Systems or equivalent technical field, or similar work experience in a large-scale 24/7 production environment supporting critical, real-time applications.
• Flexibility to work different shifts and provide weekend coverage as needed.
• Solid understanding of ITILv4 Service Lifecycle Management, Service Delivery KPIs, SLIs, SLOs, and Incident, Change, and Problem Management framework, terminology, tools (ServiceNow, Remedy).

• Pension
• Medical and dental coverage
• Robust wellness program
• 25 days of vacation (plus birthday off)
• Subsidized gym membership
• Free lunch and snacks
• Impressive office location
• Equal opportunity employer
• Respect for diversity and inclusion
• Accommodations available for people with disabilities
• Protection of personal information during application process