AIOPS Support Lead (SRE)

Responsibilities:

• Manage the Tier 1 team: directly manage a team of 14 AIOps Support Engineers performing manual triage of alarms and alerts across a diverse 50-to-320-application portfolio, including hiring, coaching, scheduling, and performance management.
• Own triage quality and speed: set and monitor standards for how quickly and accurately the team detects, classifies, and routes incidents, and drive continuous improvement in mean time-to-triage.
• Drive data stewardship: partner with application teams to standardize alarm and alert data across heterogeneous log aggregation tools (Dynatrace, New Relic, ManageEngine, Glassbox, and others) into a clean, consistent telemetry backbone built on OpenTelemetry.
• Manage the reactive-to-proactive shift: reduce reliance on reactive, manual triage over time by improving alert quality, correlation, and early-warning signals, laying the groundwork for future automated and agentic triage.
• Navigate a diverse, moving application landscape: support applications spanning different technology stacks and different architecture dispositions (Invest, Tolerate, Retire, Migrate), reprioritizing team focus as the portfolio shifts.
• Coordinate onboarding of new apps: run a repeatable process for bringing new applications into Tier 1 coverage as the program scales from 50 to 320 applications, including support group and application owner mapping.
• Manage stakeholders: act as the primary point of contact for support groups, application owners, and AIOps program leadership on Tier 1 status, incidents, and data-quality issues.
• Manage shift/roster coverage: ensure the team of 14 provides consistent triage coverage across required hours as the application count grows.
• Report on outcomes: track and report team KPIs (triage time, alert-to-incident accuracy, false-positive rates, and coverage growth) to program leadership.

Requirements:

• Experience: 7+ years in application/production support (L1/L1.5/L2) or site reliability, with 2+ years directly managing a technical support team.
• Hybrid environment expertise: proven experience supporting applications across both on-premises and cloud environments, with exposure to modern microservices architectures.
• Observability tooling: hands-on experience with monitoring and observability platforms such as Dynatrace, New Relic, AWS CloudWatch, ManageEngine, or Glassbox; working knowledge of OpenTelemetry and distributed tracing concepts.
• ITIL discipline: strong grounding in incident, problem, and change management practices, with ServiceNow or Jira ticket management experience.
• Technical range: comfortable with Linux and Windows troubleshooting, basic networking (TCP/IP, DNS, HTTP/HTTPS, SSL, load balancers), SQL/database query analysis, and API/integration troubleshooting.
• People management: demonstrated ability to hire, coach, and retain a team of 10+ technical support staff through a period of significant scale-up (5x application coverage growth).
• Analytical mindset: able to turn noisy, inconsistent alert data into clear, actionable insight and to build repeatable frameworks rather than one-off fixes.
• Comfort with ambiguity: willing to support a moving target, a portfolio spanning Invest, Tolerate, Retire, and Migrate applications, and to adapt priorities as the program evolves.

Must-Have Skills:

• Incident Management Lifecycle and working knowledge of Problem, Change Request, and Service Request concepts (ITIL).
• CMDB concepts and their use in incident and asset traceability.
• Hands-on experience with log aggregation technologies (Dynatrace, New Relic, ManageEngine, Glassbox, or similar).
• Working knowledge of JSON and XML and basic file/task automation.
• Understanding of IT infrastructure and basic networking: VMs, firewalls, load balancers, containers, OpenShift (OCP), Kubernetes, Unix Shell scripting, and Windows batch file creation.
• Basic cloud concepts: compute, storage, and security fundamentals.
• Security fundamentals: TLS, SSL, tokens, and secret management.
• Familiarity with API gateways and API testing toolkits (Postman, SOAP UI, or similar).
• Outage response management and experience leading cross-functional coordination during major incidents.
• Ability to drive Root Cause Analyses (RCAs) and build reusable knowledge articles/runbooks.
• SLA/SLO management and reporting, including availability calculation.
• Working knowledge of data concepts: data latency, data fragmentation, data lineage, and data mar.