SRE Lead / Production Support Manager

CGI•Vienna, VA

About The Position

Lead the evolution of a critical production support organization, guiding an experienced L2/L3 team while improving service reliability, incident response, and prevention of recurring issues. The role combines hands-on operational leadership with transformation work: strengthening processes and capabilities, introducing Site Reliability Engineering (SRE) practices, and building a practical path toward AIOps and self-healing operations. You will work with technical and business partners to turn operational challenges into measurable improvements while coaching a team focused on dependable service and continuous learning. The manager oversees daily production support operations and develops staff, processes, reliability practices, automation, operational measurement, and communications. They will assess the existing support model and guide a phased transition toward proactive reliability-focused operations, including responsible adoption of AIOps and self-healing capabilities with safeguards, testing, and human oversight.

Requirements

At least 8 years of experience in application production support, IT operations, or service reliability, including leadership of L2/L3 support teams.
Demonstrated experience managing major incidents, escalations, service restoration, root cause analysis, and problem management in a production environment.
Experience establishing or improving support processes, operational procedures, runbooks, knowledge management, and service level reporting.
Hands-on experience applying SRE practices, such as service level indicators and objectives, reliability measurement, blameless incident reviews, and reducing recurring incidents.
Experience assessing a traditional production support organization and leading its transition toward a proactive, reliability-focused operating model.
Experience identifying and delivering automation opportunities that reduce manual effort, improve response times, or prevent incidents.
Working knowledge of monitoring, observability, alerting, and event management across application and infrastructure environments.
Experience partnering with application development, infrastructure, cloud, security, and business teams to resolve production issues and improve service reliability.
Ability to use operational data and trends to prioritize improvement work and communicate risks, progress, and outcomes to technical and business stakeholders.
Strong people leadership, coaching, communication, decision-making, and continuous improvement skills.
Bachelor's degree in computer science, information technology, engineering, or a related field, or equivalent professional experience.
8+ years of experience with Production Support.
8+ years of experience with Production Support management.
8+ years of experience with Incident Management.
8+ years of experience with Problem Management.
8+ years of experience with Change Management.
8+ years of experience with Site Reliability Engineering.

Responsibilities

Lead and develop L2/L3 production support staff, setting responsibilities, performance expectations, and development goals.
Manage daily support operations, including incident response, escalations, service restoration, and coordination across technical teams.
Establish and improve incident, problem, change, knowledge, and service level management processes.
Analyze incidents and operational trends to identify recurring issues, reduce repeat failures, and prioritize preventive actions.
Assess the current production support model and define a phased roadmap for adopting SRE practices.
Introduce SRE disciplines such as service level indicators and objectives, error budgets, operational readiness, blameless reviews, and reliability engineering.
Partner with application, infrastructure, cloud, security, and business teams to improve service reliability and operational outcomes.
Identify opportunities to automate repetitive work, improve monitoring and observability, and reduce manual intervention.
Guide responsible adoption of AIOps capabilities, including event correlation, anomaly detection, and automated response.
Develop and oversee a progression toward self-healing operations, with appropriate safeguards, testing, and human oversight.
Define and report operational measures such as service availability, incident trends, recovery time, repeat incidents, and automation outcomes.
Build and maintain runbooks, support documentation, knowledge articles, and operational procedures.
Communicate service health, major incidents, risks, progress, and improvement plans clearly to technical teams and leadership.
Promote accountability, collaboration, continuous improvement, and learning from operational events.