Senior Manager - Technical Operations

TechOps Manager:

As TechOps Manager, you'll lead the core operations engineering functions at Billtrust GCC,
managing a team of 11 engineers across Site Reliability, Database, and Platform functions. You'll
drive the evolution of our infrastructure operations toward intelligent, autonomous systems
powered by AI and modern agentic workflows.

Reporting to the SVP of Technology Operations, you'll deliver 24x7 operational excellence while
establishing strategy around AI-enabled operations, autonomous triage, and intelligent incident
response. You'll own vendor transitions, knowledge transfer, and world-class onboarding for our
global operations team

What You'll Do

• Lead, mentor, and develop an 11-person operations engineering team (6 SRE, 3 DBA, 2
  DevOps)
• Establish and optimize 24x7 follow-the-sun SRE coverage model
• Drive AI-enabled operations strategy: designing autonomous runbooks, agentic incident
  triage, and LLM-powered observability workflows
• Establish and maintain operational KPIs: SLO/SLI frameworks, mean-time-to-recovery,
  incident velocity metrics
• Own vendor management program, transition planning, and stakeholder communications
• Design and execute knowledge transfer processes for technology platform changes and
  migrations
• Lead recruitment, hiring, and retention strategies for operations engineering talent
• Champion automation and toil reduction initiatives across all operational functions
• Establish operational excellence standards, runbooks, and incident response procedures
• Collaborate with product and infrastructure leadership on platform reliability requirements

Experience & Technical Background:

• 10+ years of progressive experience in infrastructure, operations, or systems engineering
• 5+ years of leadership experience managing technical teams (10+ people preferred)
• Deep expertise in Linux/Unix systems, cloud platforms (AWS preferred), and Kubernetes
  orchestration
• Strong background in incident response, post-mortems, and operational excellence practices
• Proven experience implementing and scaling SRE practices and SLO/SLI frameworks
• Experience managing 24x7 operations, on-call rotations, and follow-the-sun support models
• Track record of successful vendor management and technology transitions
• Background in DevOps tooling, CI/CD automation, and infrastructure-as-code methodologies

Soft Skills & Attributes:

• Strategic thinker with ability to translate vision into operational execution
• Exceptional communicator able to influence across technical and non-technical
  stakeholders
• Builder mindset with hands-on approach and willingness to debug complex systems
• Demonstrated ability to develop high-performing teams and foster psychological safety
• Data-driven decision maker comfortable with metrics and operational dashboards
  
  

AI & Autonomous Agent Engineering Requirements

The Operations Engineering Center is built on a foundation of AI-enabled operations. As
TechOps Manager, you will drive the strategy, adoption, and engineering of autonomous
systems across SRE, database, and DevOps functions.

1.Autonomous Agent Architecture:
Design and lead the development of autonomous agents for incident detection, triage,
and resolution -- reducing mean-time-to-recovery by 40%+ through intelligent automation

2.Agentic Workflow Orchestration
Build and govern multi-step agentic workflows that coordinate across monitoring,
alerting, remediation, and communication systems without human intervention.

3.LLM-Driven Operations Strategy
Define the organization's strategy for integrating Large Language Models into
operational workflows -- from intelligent runbook execution to natural-language
incident summarization.

4.Agent Development Lifecycle
Establish engineering standards for autonomous agent development including testing
frameworks, observability, guardrails, feedback loops, and safe deployment practices