Technical Senior Manager - Site Reliability Engineering | Remote US

About Coalfire
Coalfire is on a mission to make the world a safer place by solving our clients’ hardest cybersecurity challenges. We work at the cutting edge of technology to advise, assess, automate, and ultimately help companies navigate the ever-changing cybersecurity landscape. We are headquartered in Denver, Colorado with offices across the U.S. and U.K., and we support clients around the world. But that’s not who we are – that’s just what we do. We are thought leaders, consultants, and cybersecurity experts, but above all else, we are a team of passionate problem-solvers who are hungry to learn, grow, and make a difference.  And we’re growing fast. We’re looking for a Senior Manager to support our Managed Services team.
Position Summary
Coalfire Cloud Managed Services is designed to increase cloud adoption and accelerate go-to-market for application and platform providers; it simplifies design, deployment and operations using automation and standardization, backed up by a dedicated team of Site Reliability and Security Engineers. Coalfire's CMS enables organizations to reduce costs and operational burdens and enable organization to truly focus on their business without the burdens of managing infrastructure. Coalfire CMS will continue to address complex regulatory compliance, such as FedRAMP.
This person is passionate about technology, a problem solver, and a leader of business and technical solutions. Has a desire to be at the forefront of cloud technology and supports clients through leveraging its full value. Focused on delivering monitoring, patch management, change management, security, and backup services in the most efficient and effective ways possible. 

What You'll Do

• Serve as the accountable party to provide client with an exceptional experience and assist clients with highly-technical and customer-focused service through direct interaction and recurring support.
• Rapid onboarding into a team to provide immediate impacts to direct reports and client projects.
• Ensure that the client Service Level Agreements (SLAs) are met related to availability, response, and posture.
• Work with Site Reliability and other Engineers, and supporting Teams to identify and raise awareness of impacting bugs and/or issues, and drive the appropriate prioritization for fixes and/or responses.
• Provide oversight and orchestrate key parties from Coalfire and client teams during escalations with a focus on expedited resolution.
• Responsible for measuring and driving operational excellence as well as benefits realization via key performance indicators (KPIs).
• Responsible for driving initiatives regarding improvements to existing tools & processes and providing feedback on new practices & procedures.
• Influence the creation and maturity of internally-housed IaC to create project efficiency and reduce system inconsistencies.
• Assist in developing and promoting governance models supporting the consistent use of cloud technologies aligned to institutional strategies, policies, and regulatory compliance such as FedRAMP.
• Ensure that team members providing operational support understand client business drivers and strategies, architectures, cloud adoption roadmaps, and operating models.
• Prepare the team for regulatory compliance audit interviews and discussions with third-party audit organizations during client assessments, and be able to speak to control implementations.
• Own all facets of performance and career management for the team; providing mentorship, goal and project management, quality assurance, training, and day-to-day oversight.
• Participate in defining, planning, and documenting key Managed Services projects and initiatives, and track the progress of initiative outcomes against goals.
• Support the process of hiring and development of personnel to both fit current needs and also allow scalability with client growth.

What You'll Bring

• Previous experience supporting clients from within a managed services organization
• Ticket management experience and delivery to SLAs
• Exampled relationship management and ability to work with C-Suite
• Strong experience with AWS, Azure, or GCP capabilities and services (cloud certifications preferred)
• Experience managing technical teams of 3-7 individuals
• Excellent communication, organizational, and problem-solving skills in a dynamic environment 
• Effective documentation skills, to include technical diagrams and written descriptions
• Ability to work independently and as part of a team with professional attitude and demeanor
• Critical thinking, and ability to balance security requirements with mission needs
• Exampled ability to derive application and platform infrastructure requirements
• 4+ years of directly relevant systems engine