Platform Reliability Engineering Manager
Job description
Leads the platform reliability team at Firmus, managing engineers who resolve escalated incidents and Service Delivery Managers who run incident, change and problem management. The role is hands-on technical leadership ensuring the AI FactoryOS estate meets its service levels.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Australia, Singapore
What you'll do
- Lead and manage the platform reliability team, including hiring, onboarding, performance, development and wellbeing across regions
- Manage the team's 24/7 on-call and incident command rosters, with cover across regions
- Serve on the incident command roster and act as incident commander for major incidents on rostered weeks, alongside the Service Delivery Managers
- Act as a senior technical escalation point for the team: join complex faults, guide diagnosis and recovery, and review the technical quality of root cause analysis, runbooks and automation
- Manage the service level objectives for the services the team supports, and report service performance to leadership
- Work with the specialist engineering teams on clear escalation paths and response commitments
- Hold the team to its incident, change and problem management practice, and arbitrate when speed and process pull in different directions during an incident
- Drive the team's runbook and automation work so common faults are fixed once and handled by runbooks or automation
- Build a clear development path for the team's engineers into senior specialist roles, with mentoring and rotations agreed with other engineering managers
- Work with the Service Delivery Managers and engineering teams so new and changed services are ready to support in production
- Turn production evidence, such as incident trends and repeat causes, into clear improvement requirements for the engineering teams, and follow them to closure
- Manage customer and leadership reporting on service health with the Service Delivery Managers, and attend customer service reviews where contractual response commitments are discussed
- Keep the team's ITSM, on-call and operational tooling fit for purpose
What we're looking for
- Solid hands-on engineering experience in infrastructure operations or site reliability engineering (Linux, networking, storage, Kubernetes or virtualisation), with the technical depth to lead a recovery, question a diagnosis and judge whether an escalation carries enough evidence
- Significant experience leading a 24/7 operations, SRE or production engineering team in a large-scale hosting, HPC, telecommunications, data centre or service provider environment, including running on-call rosters and incident response
- Working ability in scripting or programming (for example Python, Go or Bash) and in infrastructure as code, enough to review the team's automation and runbook code
- Working knowledge of site reliability engineering practice, including service level objectives, error budgets, toil reduction, runbook automation and production readiness, applied alongside formal incident, change and problem management
- Clear communication and sound judgement, including under pressure
- Experience with ITSM, on-call and observability tooling (for example Jira Service Management, ServiceNow, PagerDuty and Grafana)
- Experience building and developing engineering teams, including hiring at pace, coaching early-career engineers, setting performance expectations and growing people into senior roles
Nice to have
- Experience as a major incident commander, including communicating with stakeholders under pressure and leading post-incident reviews
- Experience operating GPU, HPC or AI infrastructure, including the failure modes of large-scale distributed training and inference
- Experience in a multi-tenant service provider, cloud or colocation environment with customer-facing reporting
- Experience working under contractual response commitments and compliance frameworks such as ISO 27001 or SOC 2
- Experience setting up a new operations function or team, including rosters, escalation paths and standards
- Experience leading teams across time zones with follow-the-sun handovers
- ITIL or an equivalent service management qualification
Your team
AI FactoryOS Operations
Runs the AI FactoryOS platform in production and owns the 24/7 reliability of AI FactoryOS, Firmus AI Cloud and the platforms built on them, together with the service levels the estate is measured against. The function builds guarded automation, remediation and operational tooling and works closely with the engineering teams that build the platform.
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About Firmus
Pioneering the development and operation of efficient AI infrastructure across Asia Pacific
Firmus Technologies is a global leader pioneering the development and operation of efficient AI infrastructure across Asia Pacific. Founded in Australia in 2019, Firmus designs, builds and operates a new class of digital infrastructure – the AI Factory – through its model-to-grid technology approach, spanning multi-generational liquid cooling systems, energy management, AI software orchestration and construction. Its large-scale GPU cloud platform, Firmus AI Cloud, delivers energy-efficient AI compute at scale to developers, enterprises, educational institutions and government users.
Mission
To create the most efficient AI infrastructure by combining cutting-edge technology with a steadfast commitment to sustainability
Key facts
- 2019
- Australia
- AI infrastructure
- Founded in Australia in 2019
- Operates AI Factories using a model-to-grid technology approach
- Runs Firmus AI Cloud, a large-scale GPU cloud platform
- AI FactoryOS is Firmus' proprietary operating system for the AI Factory
- AI FactoryOS Operations owns 24/7 reliability of AI FactoryOS and Firmus AI Cloud
What they value
- Sustainability
- Innovative engineering