• Lead the design, development and operation of large-scale, secure observability systems • Collaborate with internal teams on industry thought leadership • Attend regular internal practice community meetings • Complete client case studies and learning material (blogs, media material) • Build out material to contribute to the Digital Transformation practice • Attend internal itD networking events (in person and virtual)

• Troubleshoot system issues using logs, diagnostics, and monitoring tools • Develop and maintain automation scripts using PowerShell and Bash • Design and manage CI/CD pipelines for continuous integration and deployment • Configure and maintain web servers (IIS) and support application hosting environments • Deploy, manage, and scale applications in Azure Kubernetes Service (AKS) • Build and maintain Docker images, Docker files, and containerized environments • Implement and maintain monitoring, logging, and observability solutions (Grafana, Prometheus, ELK, etc.) • Collaborate with development teams to ensure smooth release cycles and reliable deployments • Contribute to improving system architecture and adopting best DevOps practices

• Lead and grow our SRE team of ~10 engineers, including hiring, retention, career development, and performance management across multiple time zones (US, HK, NZ). • Build strategic partnerships with product engineering pillars — shifting SRE from reactive, ticket-based support to proactive co-ownership of reliability outcomes. • Scale our multi-tenant infrastructure to support new customer onboarding and growing patient populations. • Own cloud cost management and FinOps practices, building frameworks that balance cost control with reliability and performance. • Champion developer self-service and platform engineering. Build self-service capabilities so product teams can manage routine operations without filing SRE tickets. Establish SLOs/SLIs for critical services and improve alert quality so every page is meaningful. • Ensure the SRE team is fully leveraging AI tooling in their workflows — using tools like Claude Code for IaC generation, log analysis, root cause investigation, and automating repetitive work — at the same level as the rest of engineering.

Role Description We're looking for a Senior Manager of Site Reliability Engineering to join our team. You'll lead a team of ~10 SREs across North America, UK, HK, and New Zealand — owning both the day-to-day operations and the long-term technical direction of the SRE organization. This role sits at the intersection of people leadership, technical depth, and strategic partnership: you're here to make Counterpart’s infrastructure reliable, scalable, and cost-efficient — and to transform the SRE team's engagement model from reactive support to proactive collaboration with our product engineering pillars. - Lead and grow our SRE team of ~10 engineers, including hiring, retention, career development, and performance management across multiple time zones (US, HK, NZ). - Build strategic partnerships with product engineering pillars — shifting SRE from reactive, ticket-based support to proactive co-ownership of reliability outcomes. - Scale our multi-tenant infrastructure to support new customer onboarding and growing patient populations. - Own cloud cost management and FinOps practices, building frameworks that balance cost control with reliability and performance. - Champion developer self-service and platform engineering. Build self-service capabilities so product teams can manage routine operations without filing SRE tickets. Establish SLOs/SLIs for critical services and improve alert quality so every page is meaningful. - Ensure the SRE team is fully leveraging AI tooling in their workflows — using tools like Claude Code for IaC generation, log analysis, root cause investigation, and automating repetitive work — at the same level as the rest of engineering. Qualifications - You have 6+ years managing an SRE team and 10+ years of hands-on SRE or infrastructure engineering experience. - You're deeply comfortable with our core stack: Kubernetes, GCP (GKE, Cloud SQL, Pub/Sub, GCS), Terraform, Helm, ArgoCD, PostgreSQL, and Prometheus/Grafana. - You have strong programming skills in Python and/or Go, and you're comfortable writing and reviewing infrastructure tooling code — including using AI coding tools to do so. - You have experience with CI/CD pipelines (GitHub Actions) and a track record of building or improving developer tooling and automation. - You have sound build vs. buy judgment — you default to the right answer, not the easiest one, and you're comfortable building internal tooling when existing solutions don't fit. - You have experience leading teams across multiple time zones and a track record of developing engineers into strong technical contributors. Benefits - Financial Well-Being: Competitive base salary and equity opportunities, performance-based bonus program, 401k matching, and regular compensation reviews. - Physical Well-Being: Comprehensive medical, dental, and vision coverage. - Mental Well-Being: Initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy. - Professional Development: Learning programs, mentorship, professional development funding, and regular performance feedback and reviews. - Additional Perks: Employee Stock Purchase Plan (ESPP), reimbursement for office setup expenses, monthly cell phone & internet stipend, remote-first culture, paid parental leave for all new parents, and much more!