Technical 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.
Position Summary Coalfire Management and Operations 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 M&O enables organizations to reduce costs and operational burdens and enable organizations to truly focus on their business without the burdens of managing infrastructure. Coalfire M&O 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

• Ensure client Service Level Agreements (SLAs) are consistently met, particularly regarding availability, response times, and service posture.
• Collaborate with Site Reliability Engineers and cross-functional teams to identify, prioritize, and escalate bugs or issues, ensuring appropriate fixes and responses are driven effectively.
• Lead and coordinate Coalfire and client teams during escalations, with a primary focus on fast-tracking issue resolution
• Drive operational excellence and benefits realization through continuous measurement and improvement of key performance indicators (KPIs).
• Lead initiatives to improve existing tools and processes while providing actionable feedback on new practices and procedures.
• Guide the creation and maturation of internally-managed Infrastructure as Code (IaC) solutions to enhance project efficiency and reduce system variability.
• Develop and advocate for governance models that promote consistent use of cloud technologies, aligning with institutional strategies, policies, and regulatory standards such as FedRAMP.
• Ensure operational support team members are well-versed in client business objectives, architectures, cloud adoption strategies, and operating models.
• Prepare and coach the team for regulatory compliance audit interviews with third-party auditors, with a focus on control implementations during client assessments.
• Manage and mentor a team of 6-8 individual contributors, focusing on career development, goal setting, project management, quality assurance, and daily guidance
• Contribute to the definition, planning, and documentation of key Managed Services projects and initiatives while tracking progress and outcomes against established goals.
• Support hiring and personnel development to meet current needs and enable scalable growth aligned with client expansion.
• Work with other TSM’s on supporting the practice and driving technical growth and innovation. 

What You'll Bring

• Proven experience supporting clients in a managed services environment.
• Demonstrated expertise in ticket management and meeting SLA requirements.
• Strong relationship management skills, with a track record of building and maintaining client trust.
• Extensive experience with AWS, Azure, or GCP services; cloud certifications are highly preferred.
• Deep expertise with Terraform, Ansible, GitLab, and CI/CD technologies.
• Proven experience managing technical teams of 5-8 members.
• Exceptional communication, organizational, and problem-solving skills in fast-paced environments.
• Strong documentation skills, including the creation of technical diagrams and comprehensive written descriptions.
• Ability to work autonomously and collaboratively, demonstrating a professional attitude and demeanor.
• Critical thinker capable of balancing security requirements with mission objectives.
• Proven ability to derive application and platform infrastructure requirements.
• Minimum of 7 years of experience in systems engineering and architecture, inclu