Chapter Manager, SRE Development & Reliability
$79,000–$131,000 year
On-site · Toronto, Ontario, Canada
Job Summary
Chapter Manager, SRE Operations & Support leads reliability strategy for Supply Chain Technology. Responsible for incident and problem management, defining monitoring, telemetry, and observability standards, and driving automation and tooling to improve incident response and service performance. Collaborates with technology leaders to set SRE strategy, defines SLOs/SLIs, maintains dashboards for application service performance, leads on-call rotations, oversees root cause analysis, and partners with admins and L3 teams to ensure highly reliable infrastructure and integrations. Requires strong experience in monitoring, telemetry, and incident/problem management; proficiency with tools like New Relic, Grafana, Splunk, Sumologic, PowerBI, ServiceNow, Jira/Confluence; familiarity with cloud platforms, SAFe practices, and the ability to communicate with executives and stakeholders; willingness to work non-standard hours to support 24/7 operations.
Required Qualifications
- Experience in Incident Management and Problem Management
- Experience with monitoring: alerts, events, metrics, tracing, dashboards
- Experience using APM tools (e.g., New Relic)
- Experience with dashboard development in ServiceNow and PowerBI
- Systems engineering basics: networking, DNS, virtualization, containers, OS (Linux, AIX, Windows)
- Experience presenting to executive stakeholders
- Strong technical and analytical troubleshooting skills
- SRE experience creating and designing meaningful SLO/AI and error budget definitions
- Experience with monitoring, logging and telemetry tools (New Relic, Sumologic, Grafana, Splunk, Azure Monitor or similar)
- Ability to identify toil and automate/reduce repetitive tasks
- Ability to liaise with business users, IT personnel, and vendors to deliver solutions
- Knowledge of Supply Chain Industry and Retail domain familiarity
- Willingness to work non-standard hours (nights, weekends, holidays) to support 24/7 operations
- Familiarity with cloud platforms
- Experience with Jira, Confluence, ServiceNow
- Knowledge of SAFe methodology
- Experience in producing operational dashboards and metrics
- Experience in incident and problem management lifecycle
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