Senior Engineering Manager, Reliability

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

Join the team as Twilio’s next Senior Engineering Manager, Reliability.

About the job

Reliability Engineering is an organization that sits within Platform Engineering. As a member of Reliability Engineering, you will be directly responsible for ensuring and enhancing the availability and reliability of Twilio’s next-generation communications products. You will manage a team of SRE engineers, mostly based in Ireland, who are responsible for developing standard solutions and practices that enable safe and consistent deployment and operation of Twilio’s services. You and your team will partner with Product Engineering teams across the globe to enable them to modernize their software stack and to drive initiatives that promote a high level of operational readiness across those teams. The job requires someone who is comfortable operating global, distributed systems and services at scale, with a strong customer focus.

Responsibilities

In this role, you’ll:

• Be strongly customer focused and drive a culture within your team that recognizes and promotes the importance of high availability and reliability for Twilio’s customer facing services

• Empower a team of highly skilled Engineers, motivating them to perform their best and provide support and guidance that enables them to self-organize and to achieve sustained high velocity

• Lead employee career development by providing coaching and mentoring to junior engineers, while guiding senior contributors to deliver on their potential

• Collaborate across teams on best practices to build, test and operate services at scale in AWS environments, enabling high performance and availability

• Contribute to technical deep dives and right-sizing of the engineering investment relating to modernization initiatives and service enhancements

• Collaborate with Product Managers, Architects and Product Engineering partners to develop and drive a technical roadmap for your team that is aligned with the wider Platform Engineering organization and enables the achievement of defined quarterly objectives and key results

• Communicate effectively with your leaders and peers, as well as internally within your team, distilling complex thoughts and articulating concepts and project plans through written and verbal communication

• Be highly data driven, leveraging metrics and Service Level Indicators and Objectives to identify gaps in systems, services and processes and lead your team to develop and implement solutions to address them

• Empower your team to participate actively in post incident reviews and to identify and take ownership for learnings and follow-up actions that improve Twilio’s responsiveness to service failures

• Carry out periodic audits and risk assessments to identify opportunities to improve the security and reliability of Twilio’s services

• Drive initiatives that increase the use of automation to reduce TOIL and manual intervention by product engineering teams to deploy and operate their services

• As part of the Engineering Management team, foster leadership principles and behaviors throughout the organization and help to groom the next generation of leaders

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 5+ years of management experience, including 3+ years leading a team focused on Reliability Engineering

• Proven track record managing and responding to incidents

• Experience with reliability modeling in distributed systems, including failure mode analysis, chaos engineering, graceful degradation and automated recovery

• Depth of operational experience with complex distributed systems, including defining, measuring and monitoring SLIs and SLOs towards high availability and reliability goals

• Experience building and managing systems with industry standard deployment and operational tools and automation such as Kubernetes, Docker, Kafka and Terraform

• Ability to think at scale, bringing a focus on continuous delivery methodologies from design through deployment and operations

• Strong product and architectural vision and a demonstrated ability to communicate, advocate, and execute on that vision

• High degree of ownership and customer obsession

• Track record in building and sustaining high performing teams, with the ability to empower others, demonstrated through clear communication, mentoring and coaching

• Strong influential and persuasion skills to manage Right vs Right Now engineering decisions

• Excellent written and oral communication skills enabling you to articulate complex, technical material to a non-technical audience

• Success at participating in multi-functional teams; naturally collaborative but decisive when needed

Desired:

• Experience operating large scale, low latency Java-based systems and services in production across multiple regions or data centers in a cloud platform or enterprise scale environment

• A Bachelor or Master's degree in Computer Science, Engineering or a related field, or equivalent training, fellowship, or work experience.

Location

This role will be remote, and based in Ireland

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.