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Job Details

Reliability amp Response Engineering Operations Manager

Posted on
Dec 07, 2021

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See yourself at Twilio
Join the team as our next Reliability & Response Engineering Operations Manager.
Who we are & why we’re hiring
The Twilio Reliability & Response organization was formed under Platform Engineering to drive standards and best practices for operational excellence across Twilio. As Twilio expands market reach globally, customer trust and reliability remain top priority. Our customers rely on our cloud platform for critical customer engagement and communications workloads, expecting High Availability, Performance, Scalability and Security.
Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion
wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.
About the job
We are opening this position to ensure the highest possible service availability and quality for our customers.
We are hiring an Engineering Operations Manager as part of the Site Reliability Engineering (SRE) group overseeing the operation of Twilio’s worldwide infrastructure.
Twilio is looking for a leader who lives the
Twilio Magic
and has a demonstrated track record of building horizontal platforms that support product teams. You will lead the team to meet high availability, scalability, quality, and reliability goals across Twilio. This position includes defining operational goals, aligning with key stakeholders, reporting on operational performance, and driving operational processes across Twilio. You will present updates on a regular cadence to senior executives, business and engineering leadership, while collaborating with engineering, product managers, and program managers to deliver results.
Responsibilities
In this role, you’ll:
Define the operational processes for Twilio Engineering teams worldwide towards service availability and quality goals. You will create best practices and operational procedures, enforcing processes across Product Engineering teams across multiple business units. You will craft implementation plans with engineering and product management to automate these processes.
Analyze and report on operational metrics on a regular cadence, including incident, betterment, performance, and quality data across Twilio. You will work with key stakeholders to align on opportunities to improve systems and processes.
Collaborate with engineering and product leaders to align on operational metrics across disparate teams, aggregating operational metrics, and defining integration across teams.
Mitigate operational risks to services, driving risk areas with SRE and Platform teams through system improvements, processes and programs. You’ll use metrics and data to drive decision making and influence planning for Product Engineering teams.
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
Strong sense of Being an Owner, Wearing the Customer Shoes, with the ability to Empower Others demonstrated through clear communication, coaching and influence.
Skills to collaborate with key stakeholders across multiple global teams, defining and communicating operational metrics, and driving operational processes across Twilio.
Depth of operational experience in complex distributed systems, including defining and measuring SLO/SLAs towards high availability and reliability goals
Ability to think at scale, bringing a focus on methodologies for process and programs from definition through operations.
Bachelors/Masters degree required, or equivalent experience.
5 years of management experience including 3 years leading teams in a DevOps culture environment.
Desired:
Experience operating large scale systems in production across multiple regions or data centers in a cloud platform or enterprise scale environment.
Ability to influence and build effective working relationships with all levels of the organization.
Excellent written and verbal communication skills.
Location
This role will be remote with a slight preference towards Eastern and Central United States.
What We Offer
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call
Twilio Magic
. Additionally, we empower employees to build
positive change in their communities
by supporting their volunteering and donation efforts.
So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!
If this role isn't what you're looking for,
please consider other open positions
(Location dependent information)
Colorado applicants:
The estimated pay range for this role, based in Colorado, is
$146,240 - $201,080
Additionally, this role is eligible to participate in Twilio's equity plan.
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
Important COVID-19 Guidance (For candidates applying to roles in the United States):
To comply with Executive Order 14042, all Twilio employees working in the U.S. are required to submit proof of vaccination for COVID-19 unless they qualify for a medical or religious accommodation / exemption. Employees onboarded after January 4, 2022 must submit proof of vaccination or receive approval for an exemption prior to their Twilio start date.

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