• Contribute to the operation, maintenance, and continuous improvement of Accela's production cloud environments. • Support platform modernization initiatives, including containerization, cloud-native technologies, and automation efforts. • Monitor platform health, availability, performance, and capacity using modern observability and monitoring tools. • Participate in incident response activities, troubleshooting production issues and contributing to Root Cause Analysis efforts. • Develop and maintain automation, tooling, and scripts that improve reliability, scalability, deployment efficiency, and operational effectiveness. • Support the implementation and monitoring of service level objectives (SLOs), service level agreements (SLAs), and operational metrics. • Partner with Development, DevOps, Database Engineering, and Security teams to identify and resolve reliability, performance, and scalability challenges. • Assist with platform deployments, operational readiness reviews, and change management activities. • Contribute to observability initiatives through monitoring, logging, metrics collection, and distributed tracing. • Support compliance-related operational activities associated with SOC 2, HIPAA, FedRAMP, StateRAMP, and PCI-DSS environments. • Participate in post-incident reviews and contribute to corrective and preventive actions that improve platform stability.

• Serve as the customer-facing technical representative for Accela's SaaS Operations organization, partnering with Engineering, SRE, Database Engineering, Product, Professional Services, and Support teams to ensure customer success. • Lead technical engagements related to SaaS implementations, migrations, and ongoing production operations, ensuring reliable and predictable outcomes for customers. • Partner with Professional Services and Support teams to identify technical requirements, define migration strategies, and facilitate successful transitions into steady-state operations. • Develop and improve operational processes, tooling, monitoring, metrics, and alerting capabilities that support customer onboarding, migrations, and ongoing platform reliability. • Act as a senior escalation point for complex customer issues, leveraging observability tools, application performance monitoring, log analysis, distributed tracing, and metrics to diagnose and resolve production concerns. • Lead cross-functional response efforts for critical customer-impacting incidents and implementation challenges, coordinating stakeholders to drive timely resolution. • Partner with customers to establish reliability expectations, communicate service-level commitments, and provide guidance regarding operational risk and change management practices. • Collaborate with Sales, Professional Services, and Support teams to communicate Accela's service management processes, cloud operations practices, and compliance posture, including SOC 2, HIPAA, FedRAMP, StateRAMP, and PCI-DSS requirements. • Provide customer-driven insights and feedback to Product, Engineering, and SRE teams to improve platform reliability, usability, and operational effectiveness. • Support pre-sales and customer expansion activities by providing technical expertise related to reliability, architecture, cloud operations, and compliance. • Provide technical leadership, mentorship, and best-practice guidance to Customer Reliability Engineers, Site Reliability Engineers, and other technical teams.

• Design, implement, and improve Site Reliability Engineering practices across production environments. • Define, manage, and continuously improve Service Level Objectives (SLOs), Service Level Indicators (SLIs), and Error Budgets. • Lead and participate in incident response and incident command processes. • Build and evolve observability strategies, including monitoring, logging, alerting, and distributed tracing. • Improve system reliability, availability, scalability, and operational efficiency. • Partner with engineering teams to improve application performance and production readiness. • Develop automation solutions that reduce operational overhead and improve reliability. • Participate in root cause analysis and post-incident reviews. • Drive continuous improvement initiatives based on operational insights and incident learnings. • Help establish reliability best practices across teams and services.

• Help strengthen the security of our software delivery lifecycle, cloud infrastructure, and production environment • Work closely with engineering, IT, product, quality, and compliance teams to improve CI/CD security, software supply chain security, Azure and AKS security posture, infrastructure security baselines, vulnerability management, privileged access controls, and technical audit readiness.