SRE Manager, Client Reliability

| Greater NYC Area | Remote
Company Description
Hyperscience is a technology company blazing a new path in enterprise automation with a reimagined approach to building and powering processes. The Hyperscience Platform is the world's first Software-Defined, Input-to-Outcome Automation platform used by top public companies and government organizations around the world to build and run mission-critical processes with ease and speed.
Hyperscience helps enterprises quickly build and roll out new business processes with built-in automations, reduce manual errors, increase high- and low-skilled employee productivity, and eliminate the need for costly transformation. Hyperscience’s Intelligent Document Processing solution has been implemented at some of the world's leading financial services, insurance, healthcare and government organizations, including TD Ameritrade, QBE Insurance Group Limited and Voya Financial, helping them lower costs, reduce error rates by 67% and increase employee capacity by 10x.
Since its founding in 2014, Hyperscience has grown to more than 250 employees with offices in New York City, Sofia, Bulgaria, and London, UK, and has consistently been recognized as one of the best places to work, with a collaborative and innovative culture and best-in-class benefits.
Job Description
As the Site Reliability Engineering Manager, you will lead capabilities that are critical to Hyperscience’s success and the success of our clients.
Hyperscience serves our customers on-premise (including client-managed private clouds) and is currently building out our Cloud offering. You will lead the team defining the technology stack, tooling, automation, standards and practices for the SRE capability focused on our clients’ operations and infrastructure. You will partner with our CloudOps team on our SaaS and general Cloud operations, including alerting, monitoring, incident management, and definition and adherence to effective SLAs. You will partner with our application engineering teams to ensure alignment with the Product roadmap and technical roadmap.
For our on-premise customers, you will define standards, practices, and processes for on-premise incident management and escalation, including Tier 2 and Tier 3 support, as well as an SRE roadmap for tooling and automation to make on-premise operations and serviceability simple for our customers. You will partner with the Customer Success (CX) team to ensure effective collaboration in support of our clients.
As with Google’s definition of SRE, our focus is on automation. This means that strong software development and scripting practices and capabilities are central to the team.
You will also be responsible for the development and growth of the SRE team members. You will serve as a strong mentor for your team. You will also partner with them to guide their career development and personal growth.
This is an exciting time for Hyperscience’s product and business. You will have the opportunity to influence and deliver on a bold vision for transforming the way organizations model and execute their business processes, and there will be many opportunities for growth along the way.
Location
Ideally this position is in New York City or Toronto, but working remotely elsewhere on the US East Coast is an option.

Responsibilities:

  • Drive SRE strategy, with a strong focus on standards, practices, processes, automation, and measurement, including definition of SLIs, SLOs, and SLAs.
  • Partner with Customer Success and Product Engineering teams to define and evolve Tier 2 and Tier 3 processes and practices.
  • Partner with Product Engineering to improve aspects of product serviceability and operations, including on-premise deployment, operations, observability, and incident management.
  • Partner with CloudOps on cloud infrastructure operations and incident management standards and practices.
  • Lead growth of the SRE area, including improvements to our hiring practices, onboarding, mentorship and career development practices.
  • Drive career development, personal, and technical growth of all team members.
  • Drive organizational improvements both within your area and across all of Product Engineering.
  • Oversee and manage vendors, vendor contracts and appropriate SLAs within the SRE area.

Qualifications:

  • 3+ years SRE management experience.
  • Experience defining and managing a roadmap for an SRE team that drives change across an organization, including collaborating with Product and other engineering teams and stakeholders on the roadmap.
  • Strong experience with SRE tech stack, including tooling and automation strategy and implementation to improve incident response effectiveness across Engineering and CX.
  • Experience technically overseeing a team in developing tooling and automation, including setting technical direction and reviewing implementation.
  • Deep experience defining and implementing standards, practices, and processes, including driving adoption and change management.
  • Experience in operations, including automation, monitoring, alerting, and incident management.
  • Experience establishing and evolving Tier 2 and Tier 3 support processes for on-premise and Cloud.
  • 2+ years of experience with AWS infrastructure, including strong architecture, infrastructure automation, and operational experience.
  • Experience with both SaaS products and on-premise delivery.
  • Experience building highly collaborative teams with strong bottom-up ownership.
  • Excellent verbal and written communication skills.
  • Experience with GCP and Azure a plus

Benefits
- Top notch healthcare for you and your family
- 30 days of paid leave annually to help nurture work-life symbiosis
- A 100% 401(k) match for up to 6% of your annual salary
- Stock Options
- Wellness stipend
- Pre-tax transportation and commuter benefits
- 6-month parental leave (or double salary to pay for your partner's unpaid leave)
- Free travel for any person accompanying a breastfeeding mother and her baby on a business trip
- A dependent care stipend up to $3,000 per month, per child, under the age of 21 for a maximum of $6,000 per month total
- Daily catered lunch, snacks, and drinks
- Budget to attend conferences, train, and further your education
- $1,000 one-time-use WFH stipend and $75 monthly WFH stipend
- Relocation assistance
We are an equal opportunity employer. We welcome people of different backgrounds, experiences, abilities and perspectives. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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Technology we use

  • Engineering
  • Product
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

Location

Our New York City office is located on the 45th Floor of One World Trade. Incredible views, open floor plan, and minutes from the Subway & PATH.

An Insider's view of Hyperscience

What are some social events your company does?

Outside of company-sponsored lunch daily, we do birthday & anniversary celebrations, dessert breaks, and company outings. It’s pretty common to get together for drinks after work or go to karaoke as a team. When our team from Sofia visits, we like to do something social outside the office, whether it’s lunchtime basketball game or rooftop drinks.

John Lee

Talent Acquisition Lead

What projects are you most excited about?

We’re working on building a Machine Learning model that allows our customers to process more types of documents, which will help significantly with their workflow. I’m excited to visit customer on-sites to see how different customers use our product. We’re here to make people’s lives easier so understanding specific use cases is always valuable.

Sarah

Product Designer

What are some things you learned at the company?

I’ve been at Hyperscience for more than a couple of years now and seen it grow 4x(!) in that time. The two most important things I've learnt in my time at Hyperscience have been learning when to ask for help and bias for action -- most actions can be reversed; the only way to never break anything is to never actually do anything.

Akhil

Director of Machine Learning

How do your team's ideas influence the company's direction?

We operate a growth mentality across all aspects of our business. Every team member is expected to go radically beyond normal expectations. This requires bold ideas coming from everyone. Once we choose a path to follow, we will all get behind it, irrespective of whose idea it was.

Charlie

Chief Operating Officer

What makes someone successful on your team?

A successful member of our team is someone who shows up and gives 110% every day, is not afraid to ask for help and uses constructive criticism to better themselves. We represent the entire organization with new clients, and we’re excited to be the first touchpoint that works to understand their pain points and articulate our mission and value.

Lawrence

Account Manager

What are Hyperscience Perks + Benefits

Hyperscience Benefits Overview

Although benefits vary according to the specific locations (including factors such as national health systems and parental leave requirements), employees generally enjoy benefits such as 100% covered healthcare for employees and their dependents, 100% 401(k) match for up to 6% of annual salary, six months of paid parental leave or double salary to pay for partner’s unpaid leave, a child care stipend of up to $3,000 per month per child under the age of 21 for a maximum of $6,000 per month total), elder care reimbursement for eligible dependents of eligible employees up to a maximum amount of $72,000/year, 30 days of paid leave annually, and relocation and immigration support.

Offering these benefits gives talented employees an incentive to work for us. It also benefits our employees by significantly improving parts of their lives including healthcare, dependent care and retirement savings.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Hyperscience offers 100% healthcare for you, your family and dependents.
Life Insurance
Wellness Programs
Team workouts
Our Culture Committee hosts virtual yoga & meditation classes each week!
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Hyperscience provides employees with a 401(k) matching plan managed by Betterment. We match 100% of contributions up to 6% of an employee's annual gross pay.
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Hyperscience offers a child care and education stipend up to $3,000 per month, per child, under the age of 21 for a maximum of $6,000 per month total.
Generous Parental Leave
6 month parental leave (or double salary to pay for your partner's unpaid leave).
Flexible Work Schedule
Hyperscience provides employees with a flexible work schedule that includes flexible start and end times.
Remote Work Program
Hyperscience employees are working remotely for the foreseeable future. We're excited to launch our revised remote employee experience in 2021.
Family Medical Leave
We offer unlimited medical/sick and bereavement leave.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Hyperscience employees receive 30 days per year of paid time off annually (not including holidays and sick days).
Paid Holidays
Paid Sick Days
Employees receive unlimited paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Hyperscience hosts monthly virtual outings, sponsored by our Culture Committee!
Stocked Kitchen
Happy Hours
Happy hours are hosted monthly - all virtually!
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Annual individual budget for training.
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $1500 annually for continuing education.
Online course subscriptions available
Customized development tracks
Paid industry certifications
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