Head of Site Reliability Engineering

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the worldAcquire Intelligence exists to help businesses unlock smarter ways of working. We believe that by combining the best of people, process, and automation, companies can grow faster and operate with greater confidence. Our purpose is to remove complexity, improve performance, and drive intelligent transformation for organizations around the world.As an Acquire Intelligence employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining stakeholder relationships. You're also responsible for complying with and enforcing procedures aligned with our information security policies.As a values-led organization, we expect all our team members to exemplify our four values:Curious and Clever,Entrepreneurial Energy,Fast with Intent, andLaugh and Learn.A SNAPSHOT OF YOUR ROLELeadership & People Management· Build an SRE team of initially 3-6 engineers: goal setting, career development, regular 1:1s, and annual performance reviews.· Ensure operational system knowledge is captured and that the team is kept "fresh" on operating and troubleshooting procedures.· Recruit, onboard, and mentor new engineers; scale the team to meet business growth.· Maintain an inclusive, psychologically‑safe culture centered on learning and continuous improvement.· Own, and participate in, the on‑call roster for the team, ensuring equitable rotations and sustainable workloads.Service Level Management & Reliability· Define, monitor, and enforce SLOs and error budgets across all production systems.· Continuously analyse error‑budget burn to halt risky deployments and guide capacity decisions.· Champion a data‑driven reliability mindset throughout engineering and product teams.Infrastructure Automation & Management· Architect and implement Infrastructure‑as‑Code in Pulumi/TypeScript for AWS resources (EKS, MSK, Single Store, MongoDB, S3, etc.).· Lead large‑scale migration or modernization projects (e.g., Kubernetes upgrades, multi‑AZ resilience).· Eliminate toil—any manual task >2 engineer‑days/quarter or frequently repeated becomes an automation candidate.Incident Response & Post‑Mortem Leadership· Participate in on-call monitoring and response roster.· Serve as escalation point and incident commander.· Ensure post‑mortems are published within 48 hours with actionable "never again" tasks tracked to closure.· Improve runbooks and game‑day exercises; train engineers on incident command principles.Security & Compliance· Enforce least‑privilege IAM policies and champion DevSecOps practices.· Contribute to SOC 2 & ISO 27001 evidence collection and continuous control monitoring.· Oversee security patch pipelines, vulnerability management, and secrets hygiene.Operational Excellence & Continuous Improvement· Own reliability KPIs (MTTR, change failure rate, meantime between failures).· Lead quarterly reliability reviews and drive the reliability roadmap.· Partner with Product on capacity forecasts and cost‑optimization initiatives.A BIT ABOUT YOUMinimum Experience·10+ yearsoperating production systems at scale, including3+ yearsin an SRE/DevOps capacity.·2+ yearspeople or technical leadership—mentoring, performance coaching, or line· management.· Proven expertise with AWS EKS, MSK, large‑scale databases (SingleStore, PostgreSQL, MongoDB).· Demonstrated incident commander experience with strong communication under pressure.· Hands‑on Infrastructure‑as‑Code with Pulumi/TypeScript or Terraform.· Familiarity with high‑volume data pipelines (≥10k msgs/sec) and IoT workloads.Technical Proficiency· Expert‑level TypeScript services, AWS Lambda, Pulumi tooling).· Deep understanding of AWS networking, container networking (CNI), TLS, HTTP, DNS.· Advanced observability: Prometheus, Grafana, Loki, PagerDuty, AWS CloudWatch.· CI/CD (GitLab or GitHub Actions), automated testing & rollout strategies (blue/green, canary).· Security best practices: IAM, KMS, secrets management, compliance frameworks.Education· Bachelor's in Computer Science, Engineering, or equivalent practical experience.WHAT WE VALUECurious and Clever – Smart questions spark smart solutionsEntrepreneurial Energy – Think like an owner. Solve like a founderFast with Intent – We move fast and deliver real resultsLaugh and Learn – We don't take ourselves too seriously, just our resultsWhat Are You Waiting For?Apply now and help turn data into action with Acquire IntelligenceJoin the A-Team and experience the A-Life