Senior TPM – Global Reliability

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and enhance Slack’s incident management program from start to finish, encompassing detection, triage, response, resolution, and post-incident analysis.

• Lead the strategic evolution of incident response operations within the Customer Experience team and Salesforce’s Command Incident Center.

• Align processes, integrate tools, transfer runbooks, and facilitate cross-organizational training.

• Establish and continually refine incident severity frameworks, escalation paths, and communication protocols.

• Collaborate with Reliability leadership to assess and decrease customer-impacting incident volume and mean time to resolution.

• Oversee Slack’s reliability initiatives review, focusing on tracking, prioritizing, and implementing reliability enhancements.

• Manage load balancing and compute services programs to accommodate traffic surges and ensure smooth scaling.

• Lead capacity planning and load-shedding strategies in partnership with infrastructure engineering teams.

• Monitor and report on reliability and availability metrics, including SLOs, error budgets, and incident trends.

• Define reliability standards and SLO frameworks for agentic workloads.

• Create incident response playbooks tailored for AI failure scenarios.

• Advocate for reliability-as-a-feature in AI product development.

• Coordinate efforts across platform, infrastructure, security, and Salesforce partner teams.

• Develop scalable policies, processes, and operational rhythms.

• Create and manage timelines, risk registers, dependency maps, and executive dashboards.

⛳️ Requirements

• Over 8 years of experience leading technical programs in a fast-paced product or engineering organization, demonstrating progressive scope and complexity.

• Strong verbal and written communication skills.

• Adequate technical expertise to effectively converse with engineers and identify technical risks.

• Capability to work independently and communicate across various time zones.

• Exceptional organizational and interpersonal/social skills.

• Experience managing activities across multiple teams.

• Ability to analyze extensive data sets and distill them into narratives and presentations.

• Proficient in SQL for extracting large data sets into executive-level dashboards.

• Proven history of delivering complex technical projects and programs with multifunctional teams.

• At least 3 years of experience in developing and managing programs within an SRE, reliability, or infrastructure organization.

• Knowledgeable in AWS Cloud offerings or comparable cloud services.

• Direct experience with incident management programs, including severity frameworks, escalation processes, and post-incident review methodologies.

• Experience with data residency, compliance, or regulated infrastructure programs across multiple regions or jurisdictions is a significant advantage.

• Familiarity with AI/ML infrastructure, LLM serving platforms, or agentic systems is beneficial, along with demonstrated ability to rapidly acquire technical fluency in new areas.

• Experience navigating large organizational integrations is highly regarded.

• A relevant technical degree is required.

🏝️ Benefits

• Time off programs

• Medical insurance

• Dental insurance

• Vision insurance

• Mental health support

• Paid parental leave

• Life insurance

• Disability insurance

• 401(k)

• Employee stock purchasing program

• Reasonable accommodation during the application or recruiting process