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Job Title: Support / Site Reliability Engineering (SRE) Lead – Digital Platforms (Web & Mobile)

Location: Irving, TX (Hybrid Monday - Wednesday On-Site)

Duration: Contract with option to hire

Position Summary:

We’re looking for a dynamic and experienced Support / SRE Lead to oversee the stability, performance, and operational excellence of our digital platforms—spanning both web and mobile applications. This role is ideal for a hands-on leader with a deep technical foundation, a passion for reliable systems, and a track record of building high-performing support teams. You’ll collaborate across engineering, product, and operations to ensure exceptional user experiences and robust, scalable platforms.

Key Responsibilities:

• Lead day-to-day operations for support and reliability across web and mobile platforms.
• Serve as the senior escalation point for major incidents, driving rapid and effective resolution.
• Monitor application health, performance, and availability using modern observability practices.
• Partner with development, QA, and product teams to support seamless deployments and feature rollouts.
• Define and enforce best-in-class support practices, including incident response, problem management, and post-incident reviews.
• Establish, track, and improve Service Level Objectives (SLOs) and Service Level Indicators (SLIs).
• Design and implement scalable monitoring, alerting, and logging frameworks.
• Develop and maintain automation scripts, CI/CD pipelines, and recovery tools to support system resilience.

Qualifications:

• 8+ years of experience in application support, technical operations, or site reliability engineering.
• Minimum 3 years in a leadership role managing support or SRE teams.
• Deep understanding of web/mobile app architectures, APIs, cloud services (AWS, Azure, or GCP), and databases.
• Strong experience with incident response, root cause analysis, and ITIL processes.
• Proficiency with monitoring and alerting tools (e.g., Datadog, Cloudflare), and log analysis.
• Hands-on experience with ticketing platforms like Azure DevOps, ServiceNow, or Freshservice.
• Solid grasp of CI/CD pipelines, DevOps practices, and automation tooling.

Nice to Have:

• Industry experience in e-commerce, fintech, healthcare, or media.
• Exposure to mobile frameworks (Flutter, React Native, Kotlin, Swift).
• Experience with CMS platforms (WordPress, Drupal, Crownpeak, AEM).
• Familiarity with front-end frameworks (JavaScript/TypeScript, React).
• Relevant certifications (e.g., ITIL, AWS, Azure, SRE).