• lead and manage SRE team(s) responsible for production reliability, incident response, and operational readiness across Empower systems and integrated platforms • establish and evolve SRE operating practices including on-call, incident triage/escalation, post-incident reviews, problem management, and operational governance • define and implement service reliability standards • drive automation-first approaches that reduce manual effort • partner with engineering teams to improve deployment workflows • lead observability strategy and execution • collaborate with data/platform and engineering teams to design and optimize AWS-native infrastructure patterns • coordinate with upstream/downstream system owners and data/platform teams to manage dependencies

• Build systematic K8s workflows to deploy our product, either client-side on a variety of infrastructures, or internally for our cloud platform; • you'll work closely with sales and customer success to assist product deployment, pre and post sales (POC, demos, production), both on-prem, in cloud and in our SaaS. • you'll be part of our first line of support for customer escalation, including bugs, security escalations, special events support (scale-outs, large workshops, load tests) • Contribute to deployment support, in particular on North America time zones. This involves both personally joining customer calls to assist onboarding and troubleshooting, but also leading and contributing to our support mechanisms such as ticket triaging and oncall process. • Contribute to our product roadmap, by coordinating between the needs of the Commercial Staff and latest developments from our Technical Staff; • Report clearly on your work to a distributed collaborative team, with a bias for asynchronous written communication.

• Partner with engineers to build dev tools that empower developer workflows and deployment infrastructure. • Ensure reliability of multi-cloud Kubernetes clusters and pipelines. • Metrics, logging, analytics, and alerting for performance and security across all endpoints and applications. • Infrastructure-as-code deployment tooling and supporting services on multiple cloud providers. • Automate operations and engineering. Focus on automation so we can spend energy where it matters. • Building machine learning infrastructure that enables AI teams to train, test, and deploy on large-scale datasets.

• Gestionar la cola de tickets de soporte: Priorizar y resolver problemas de manera eficiente atendiendo las tareas de trabajo según la entrega de SLA y los recursos disponibles. • Solucionar problemas técnicos: Asistir en el diagnóstico y la resolución de problemas técnicos y escaladas de solicitudes/incidentes entrantes. • Investigar y diagnosticar problemas: Realizar una investigación exhaustiva para diagnosticar y resolver problemas técnicos para nuestro conjunto de herramientas de aplicaciones. • Tareas administrativas en herramientas de Atlassian: Realizar tareas administrativas y mantenimiento de servidores utilizando CLI en herramientas de Atlassian (Jira, Confluence y Bitbucket Data Center). • Personalización de Atlassian: Realizar personalización a nivel de proyecto y espacio para Jira Data Center. • Actualizaciones de producto: Asistir en la realización de actualizaciones de productos para garantizar que nuestros sistemas estén actualizados. • Soporte de herramientas Gen AI: Apoyar a los desarrolladores en la configuración y administración de herramientas Gen AI. • Monitorear la salud de la aplicación: Monitorear continuamente la salud de las aplicaciones para garantizar un rendimiento óptimo.