Site Reliability Engineering Manager

Job Requirements

At Quest Global, it’s not just what we do but how and why we do it that makes us different. With over 25 years as an engineering services provider, we believe in the power of doing things differently to make the impossible possible. Our people are driven by the desire to make the world a better place—to make a positive difference that contributes to a brighter future. We bring together technologies and industries, alongside the contributions of diverse individuals who are empowered by an intentional workplace culture, to solve problems better and faster

We are known for our extraordinary people who make the impossible possible every day. Questians are driven by hunger, humility, and aspiration. We believe that our company culture is the key to our ability to make a true difference in every industry we reach. Our teams regularly invest time and dedicated effort into internal culture work, ensuring that all voices are heard.

Job Summary
We are looking for an experienced Technical Lead / SRE Operations Manager to drive the
adoption, operational support, reliability, and continuous improvement of enterprise
telematics APIs and cloud-based platforms.
The ideal candidate will combine expertise in Site Reliability Engineering (SRE), DevOps,
Cloud Operations, API Ecosystems, ITSM, ServiceNow, Team Management, and
Customer Support Operations. This individual will serve as the primary bridge between
business stakeholders, customers, dealers, product teams, and engineering teams,
ensuring seamless API adoption, operational excellence, and platform reliability.
The role includes ownership of API support operations, incident management, SLA
compliance, Snowflake data-sharing governance, observability, and Tier-2 support
leadership.

Key Responsibilities
API Adoption & Business Enablement
• Define and document business requirements for new telematics API capabilities.
• Drive API adoption programs for customers, dealers, and partners.
• Lead field follow-up programs for new API releases and enhancements.
• Provide consulting on API utilization strategies and best practices.
• Gather customer feedback and drive improvements to API reliability and usability.
• Manage dealer and customer communication regarding API updates and releases.
Site Reliability Engineering (SRE)
• Own platform reliability, scalability, availability, and operational excellence.
• Ensure compliance with SLOs, SLAs, and SLIs.
• Improve observability, monitoring, alerting, and incident response processes.
• Drive automation initiatives to reduce operational toil.
• Conduct resilience testing and reliability assessments.
• Lead postmortem reviews and root cause analysis activities.
Production Support & Incident Management
• Act as Tier-2 escalation lead for major incidents and service disruptions.
• Manage production support operations and stakeholder communications.
• Coordinate incident resolution across development, operations, and infrastructure
teams.
• Track and monitor service performance metrics.
• Drive proactive problem management initiatives.
Cloud & Infrastructure Operations
• Support large-scale cloud-native telematics platforms.
• Manage and optimize AWS cloud infrastructure.
• Collaborate with development teams on deployment, performance optimization,
and operational readiness.
• Support containerized environments and microservices architectures.
Service Management & Governance
• Manage ticket assignments and SLA compliance within ServiceNow.
• Drive ITSM best practices across support operations.
• Ensure proper escalation management and operational governance.
• Maintain support documentation, runbooks, and knowledge repositories.
Snowflake Data Sharing Governance
• Lead customer and dealer Snowflake data-sharing initiatives.
• Manage business approvals and stakeholder sign-offs.
• Establish governance frameworks for secure data-sharing programs.
• Ensure alignment with compliance and security requirements.
Leadership & Team Management
• Mentor and guide Tier-2 Engineers and Operations teams.
• Participate in sprint planning and release readiness reviews.
• Foster operational excellence and continuous improvement culture.
• Coordinate across Product, Engineering, DevOps, SRE, and Support teams.

We wholeheartedly believe in the diversity of thought that comes with fostering a culture rooted in respect, where everyone belongs, is valued, and feels inspired to share their ideas. We know embracing our unique differences makes us better, and that solving the worlds hardest engineering problems requires diverse ideas, perspectives, and backgrounds. We shine the brightest when we tap into the many dimensions that thrive across over 21,000 difference-makers in our workplace.

Work Experience

Site Reliability Engineering
• SRE Operations
• Incident Management
• Problem Management
• Root Cause Analysis (RCA)
• Postmortem Reviews
• Reliability Engineering
• Production Support
Cloud Technologies (AWS)
• EC2
• S3
• VPC
• Route 53
• RDS
• Lambda
• DynamoDB
• ECS
• ELB
• CloudFront
• WAF
• IAM
• CloudWatch
• CloudFormation
• SNS
• SQS
• SES
• Certificate Manager
Containers & Orchestration
• Docker
• Amazon ECS
• Kubernetes
Monitoring & Observability
• Prometheus
• Grafana
• CloudWatch
• AppDynamics
• ThousandEyes
• Splunk
DevOps & Automation
• CI/CD Pipelines
• Jenkins
• Git
• Bitbucket
• Maven
• Terraform
• Ansible
• Puppet
• Chef
• PowerShell
Programming & Scripting
• Python
• Java
• Shell Scripting
API Technologies
• REST APIs
• API Gateway
• Apigee
• API Adoption & Integration
Service Management
• ServiceNow
• ITSM
• ITIL Processes
Collaboration Tools
• Jira
• Confluence
• Agile/Scrum