Senior Manager, Platform Continuity

Accountabilities:: Lead, develop, and retain a distributed team of senior and staff-level Site Reliability Engineers across the United States, Ireland, and Spain, providing strategic direction, technical guidance, and people management. Establish and own the Operational Intake & Acceptance process, ensuring that systems transferred to the team include documented runbooks, architecture context, validated access permissions, and a formal knowledge transfer walkthrough. Drive a shift-left and automation-first approach by identifying repetitive operational activities, partnering with Cloud Platform Tools teams to automate recurring tasks, and ensuring that solvable problems are transferred to the appropriate teams rather than becoming permanent responsibilities. Oversee operational activities across five key areas: Infrastructure as Code (IaC) and Terraform workspace management, virtual desktop infrastructure (VDI) and end-user computing, monitoring and alerting maintenance, cloud cost optimization, and SRE-level application and client support. Define and track the team's primary performance indicator: reducing the organization-wide Keep The Lights On (KTLO) workload from an initial baseline of 86%, with quarterly reporting and visibility into progress across individual teams. Build and maintain a comprehensive playbook library to ensure operational activities are standardized, repeatable, auditable, and increasingly automated. Establish and enforce clear operational intake criteria, ensuring that routine documentation requests and basic support activities remain within the appropriate IT Service Desk scope rather than being unnecessarily escalated to Platform Continuity. Protect team capacity by managing misrouted requests, clarifying ownership boundaries, and ensuring operational responsibilities remain aligned with the team's defined scope. Collaborate with Cloud Platform Infrastructure, Services, engineering SRE, and Tools leadership to coordinate cross-functional initiatives and maintain effective ownership across the organization. Act as the operational escalation point for complex platform-level issues that engineering teams cannot independently diagnose, including production access, SSL certificate management, and system-state remediation. Continuously improve operational processes, service quality, and team effectiveness by identifying opportunities to eliminate manual work and strengthen infrastructure resilience. Requirements: At least 5 years of engineering management experience, including responsibility for distributed or international teams operating across multiple time zones. Strong technical foundation in cloud infrastructure operations, with the credibility and expertise required to guide senior and staff-level SREs and make sound technical decisions regarding scope, ownership, and escalation. Solid knowledge of Infrastructure as Code (IaC) and Terraform, including infrastructure state management, module versioning, and workspace hygiene at scale. Strong operational understanding of Kubernetes environments, particularly Amazon EKS and/or Azure AKS, including cluster health, workload troubleshooting, and node management. Professional experience with AWS is required, while experience with Microsoft Azure is a strong advantage. Experience managing cloud infrastructure in regulated, compliance-sensitive, or security-conscious environments. Hands-on familiarity with observability platforms, preferably Datadog, including monitor management, alert configuration, and dashboard governance. Demonstrated ability to establish operational discipline through structured runbooks, Service Level Agreements (SLAs), intake procedures, escalation paths, and shift-left frameworks. Strong communication and stakeholder management skills, with the ability to define ownership boundaries, manage cross-team expectations, and explain technical and operational trade-offs to both technical and non-technical audiences. Proven ability to influence stakeholders without direct authority and build effective working relationships across multiple engineering and infrastructure functions. Comfort working in ambiguous environments, with the ability to establish processes, define team responsibilities, and develop an operating model while simultaneously delivering operational results. A continuous improvement mindset, with a strong focus on automation, reducing operational toil, improving efficiency, and building scalable engineering practices. Additional qualifications that would be an advantage: Experience using Datadog in FedRAMP or AWS GovCloud environments. Previous leadership of operational or platform engineering teams with a clear automation-first strategy or measurable toil-reduction objectives. Familiarity with PagerDuty, Incident.io, and GitOps workflows, particularly ArgoCD. Experience within healthcare technology, life sciences, or other regulated data environments. Ability to lead organizational change and establish sustainable operational practices across geographically distributed teams. Benefits: Annual total cash compensation: Estimated range of $158,000–$187,000, depending on the candidate's experience, skills, responsibilities, and level. Healthcare and wellbeing: Access to a comprehensive rewards package designed to support employee health, wellbeing, and financial security. Flexible work environment: Remote working opportunity within the United States, with required availability during Eastern Time (EST) business hours. Professional development: Opportunity to build and lead a newly established engineering function, shape operational strategy, and influence infrastructure practices across a growing organization. Leadership opportunities: Direct responsibility for developing senior engineering talent and strengthening distributed technical teams. Meaningful impact: Contribute to improving the security, accessibility, and reliability of healthcare data infrastructure, supporting organizations across the healthcare ecosystem. Collaborative environment: Work alongside experienced engineering, cloud infrastructure, SRE, and platform leadership teams. Employment eligibility: This position is not eligible for employment visa sponsorship.