Be a strong people Leader – inspire, mentor, advocate for, and develop your team to drive change and innovation in partnership with other business and operations leaders
Own service reliability outcomes for the Merchant portfolio including availability, MTTD, MTTR, and customer impact metrics. Establish and operationalize SLOs, SLIs, and detection SLOs in partnership with Product and Engineering
Accountable for day-to-day Service Delivery of the Merchant SaaS Portfolio to our Customers at the highest levels of quality
Lead proactive resilience and observability strategies leveraging unified telemetry, AI-driven anomaly detection, synthetic transactions, and end-to-end traceability
Sponsor and scale AI-assisted operations including automated incident triage, diagnostics, correlation, and executive communication for the Merchant product portfolio
Strengthen change governance, release controls, and UAT reliability across Merchant platforms to reduce change-driven incidents and customer impact

Bachelor’s degree in Computer Science, Information Systems Management or related field; equivalent experience (5+ years); or an equivalent combination of education and experience
Experience leading DevOps, SRE, or Platform Engineering teams in large-scale cloud environment with demonstrated success driving automation-first operational models in regulated or mission-critical systems
Demonstrated experience owning SLOs that include detection metrics and reducing client-detected incidents at scale
Experience scaling observability platforms and AI-assisted operational capabilities
Proven ability to scale judgment through leaders and represent operational risk and trade-offs crisply at the executive level
Proven track record of coaching, mentoring and managing a team with strong workload management and process development skills
Excellent verbal and written communication skills. Ability to communicate, connect with and engage Executive stakeholders and team members at all levels both internally, and Customer facing
Proven skills in the areas of budgeting, project structuring, vendor/partner management, staff structuring, and negotiations
15% travel which may be domestic or international. More travel may be required during initial on-boarding
Ability to support Weekend and off-hours activities as required

Director, Systems Engineering

Key skills