Site Performance and Reliability Manager

About Us: Cytracom delivers infrastructure software purpose-built to empower managed service providers (MSPs) and IT professionals (ITSPs) with cloud solutions that connect and secure both traditional and hybrid workforces.
Our secure access service edge (SASE) solution provides identity-based network security and connectivity within a single platform that enables businesses to deploy zero-trust networks, enforce compliance and eliminate traditional firewalls and VPNs.
Our unified communications suite (UCaaS) uniquely aligns with the operating needs of MSPs and enables their customers to experience seamless communication and collaboration regardless of physical location.
As the communication and security needs of the workforce evolve, Cytracom continues to deliver powerful yet intuitive solutions that enable MSPs and ITSPs to meet the challenges of security, compliance, and connectivity.
Specialized products, support, and training give partners an advantage over the competition, reinforcing Cytracom's commitment to connecting the modern workforce while empowering our partners and customers to grow and thrive.
Cytracom is a Sverica Portfolio Company headquartered outside of Dallas, TX.
Our Benefits: * Medical, dental, and vision insurance is available * 401K * Disability and Life insurance * Paid vacations and holidays * Flexible PTO policy * Casual, laid-back work environment * Free refreshments * Standing desks Here's a closer look at this key role: As a Site Performance and Reliability Manager, you will be responsible for leading all aspects of incident management, change management, availability, and capacity reporting to ensure Cytracom is viewed as the most reliable and highly available solution in the UCaaS and Security space.
Your mission is to enforce and inform processes and procedures to assure reliability and availability of Cytracom production services.
Responsibilities: Leadership and Strategy: * Guide and develop incident response policy and processes.
* Guide and develop change management policy and processes * Development and delivery of periodic reporting on production service availability.
* Development and delivery of periodic reporting on production service capacity.
Technical Excellence: * UC and ControlOne Platform awareness * Proficient in Datadog, Atlassian Jira and Atlassian status * Drive continuous improvement in change management, incident handling, availability and capacity reporting, tools, and methodologies to enhance efficiency and productivity.
* Stay current with emerging technologies and industry trends, evaluating their potential for application within the organization.
Cross-Functional Collaboration: * Collaborate closely with Engineering, Support and Technical Operations teams for maintenance announcements, change meetings, changes, capacity and availability reporting metrics.
* Develop external RCA communications to status.
* Periodic review of previous RCA and agreed incident remediation activities.
* Develop and maintain standard communication templates for status and other external communication vectors.
* Advocate for best practice and technology investments to drive availability.
* Work with stakeholders to define and refine incident response and change management policies and procedures.
Requirements: * Leads meetings effectively and efficiently.
* Prepares and delivers effective presentations.
* Writes clear, concise, and meaningful documentation.
* Develops and leverages collaborative relationships to accomplish objectives effectively and efficiently.
* Utilizes analytical reasoning including assessing and understanding events; anticipating questions and potential impact.
* Makes thoughtful decisions based on sound rationale.
* Deploys strategic thinking and planning.
* Presents alternative strategies for addressing events and issues.
Cytracom, LLC is an Equal Opportunity Employer and supports a diverse, inclusive work environment.
All qualified applicants will receive consideration for employment without regard to protected characteristics, including race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or age.
Job Type: Full-time