Manager Site Reliability

| Greater Boston Area
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About us:

Agero is powering the next generation of software-enabled driver safety services and technology, pushing the limits of big data to transform the entire driving experience. The majority of leading vehicle manufacturers and insurance providers use Agero’s roadside assistance, accident management, dispatch, consumer affairs and telematics innovations to strengthen their businesses and create stronger, lasting connections with their customers. Together, we’re making driving smarter and safer for everyone.

About the Role:

This position leads the Site Reliability team and oversees the process and procedures for maintaining the reliability of our products.  The SRE team has oversite across product and technology for implementing the standards for testing, monitoring, and release stability of our applications. The SRE manager collaborates with product and engineering teams to ensure that the solutions adhere to our standards as well as collaborates on improving those standards. Works closely developing standards for runbooks, incident response, and blameless post-mortems.  Plays a pivotal role in major incident response team should an incident impact the availability or reliability of one of the products.    

Key Outcomes:

  • Build and invest in relationships with key partners while learning the business and supporting model
  • Implement AIOps machine learning solutions to automate the detection, consolidation, and remediation of alerts, events, and metrics in our platforms.
  • Modernize processes to enable automation for change control, runbooks, documentation publishing, and monitoring solutions.
  • Drive adoption of unified processes for Monitoring, Alerting, Incident Response and cross-product visibility as the enterprise product portfolios evolve.

The Day to Day: 

  • Responsible for monitoring an organization’s servers, networks, and computer systems for irregularities and performance issues.
  • Assess system data and error logs, along with user reports, to determine areas for improvement or repair. In this aspect of the role, an IT operations manager may also determine when systems or servers are due for upgrades.
  • Monitor environments, technical assets and/or services for behavior or performance outside of standards or SLAs. Identify potential cause and evaluate impact on infrastructure, delivery or services. Determine appropriate next steps (e.g. closer monitoring, further review or immediate action). Alert appropriate team (per process) when a threshold has been reached or a change/failure has occurred. Provide advice and guidance to others in monitoring and analysis of assets, systems and services.
  • Provide oversight, technical direction, and expertise to the other teams as it relates to data analysis, monitoring tools and processes, and event detection
  • Set standards for L1 & L2 support processes, runbooks, response, and incident management
  • Recommend stack design improvements to facilitate automated remediation of production events
  • Research, develop and introduce tools and methodologies to increase application uptime
  • Provide strategies for improving application platforms with a focus on reliability, stability, performance and total cost of ownership
  • Maintain understanding of industry best practices and leading edge technologies and adopt as appropriate
  • Drive down inefficiencies and enhance cost savings for operational workflow across all platforms
  • Responsible for major IT systems incident management from initiation until an acceptable work-around is in place or resolved.
  • Responsible for training team members and putting process & procedure in place to support the system and to handle the critical incidents.
  • Coordinate appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements.
  • Own all communication during a major system outage, ensuring IT management and the businesses are kept updated until the incident is resolved.
  • With thorough understanding of technology assets/environments/services, business needs and SLAs/SLOs, lead the creation, revision and implementation of monitoring tools, processes and reports.
  • Regularly review and identify process improvement opportunities and implement changes in collaboration with process owner and other technology functions. Champion and provide oversight to ensure adherence to established processes, tools and methodologies.
  • Engage in establishment of environment and technical asset and service availability, reliability and maintainability requirements.
  • Review availability information and identify developing issues and opportunities for improvement. Ensure effective hand-offs with appropriate technology function(s). Provide input into and drive availability improvement plans.
  • Document concerns and findings, collecting all pertinent data (to include comparison of exception data and normal data). Ensure incident/event tracking tools are current (per established guidelines and procedures). Review, improve and champion the accuracy and maintenance of knowledge base content and known error database

Skills, Experiences and Education:

  • B.S. in Electrical or Computer Engineering, Computer Science or relevant work experience
  • 7+  years of experience in large complex information systems, and/or Cloud environments.
  • Broad experience in troubleshooting large-scale distributed systems covering application, cloud, OS, networking, and storage areas
  • Self-motivated and proactive, with demonstrated creative and critical thinking capabilities





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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
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    • SlackCollaboration
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    • TrelloProject Management

Location

Corporate HQ is located in Medford, MA, on the banks of the Malden River, with picturesque views of public parks, walking trails and the beautiful Tufts University boathouse. We're walking-distance to public transport, with close access to I-93, restaurants, Assembly Row shopping center & downtown.

An Insider's view of Agero

How do you collaborate with other teams in the company?

We would not be successful without easy communication/collaboration. We collaborate via content, messaging, video, meetings and chat, using tools like Slack, Google, Zoom, email, etc. Our ability to easily access info and share across the organization, especially in this WFH environment, shows Agero's commitment to teamwork.

Thea

Director, Service Network - East

How has your career grown since starting at the company?

My journey with Agero began in 2001; it’s been a rewarding 20-year ride! I’ve held 13+ job titles, have worn numerous hats, and led many key initiatives. With every change came opportunity for growth and a chance to push myself out of my comfort zone. This is EXACTLY what’s motivated me all these years. Agero has supported me every step of the way.

Amy

Head of Specialty Network

What is your vision for the company?

To deliver exceptional, modern & seamless roadside assistance, accident management & connected vehicle experiences to customers worldwide. We’ve long been a leader in the US & are transforming the industry, creating new experiences for the consumer, client, call center agent, service provider, dealership & repair shop.

Jeff

Chief Strategy & Digital Officer

How does the company support your career growth?

The Agero team has supported my career growth in two ways, by helping identify my strengths and creating a role that plays to those strengths. They value their employees and frequently expose them to new opportunities. They have created an increasingly unique environment with relatively high job security, fun work, and high career growth potential.

Richard

Sr. Director, Platform Success

What are Agero Perks + Benefits

Agero Benefits Overview

Agero is focused on providing a resource rich, creative environment driven by exciting work as well as a multitude of opportunities to accelerate your career. In support of this mission, we offer a wide range of benefits to include:

- Full range of core benefits including: medical, dental, vision, disability and life insurance, 401k matching
- Variety of tools and resources to support employee mental health
- Flexible time off policy
- Rich opportunities to volunteer and give back to our surrounding community through groups such as "Read to a Child" and the Mystic Rivershed Cleanup organization
- Educational assistance
- Regular employee social events
- Robust internal learning and career development programs designed to support the growth of each employee's career

Culture
Volunteer in local community
Read to a Child, Mystic Rivershed Clean up
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Agero employees can contribute up to $2,750 annually to their FSA.
Disability insurance
Disability insurance covers 60% of pre-disability earnings.
Dental insurance
Vision insurance
Health insurance
Agero offers Medical Plans that members have access to local providers and flexibility to see other providers anywhere in the US, in and out of network providers and more
Life insurance
Employer covered life insurance is equal to 1x an employee's annual salary. Employees also have the option to purchase supplemental life insurance up to 5x their annual salary.
Pet insurance
Wellness programs
Life Speak, your total well-being platform, a resource provided to Agero associates and their families to aid in all-things wellness.
Team workouts
Mental health benefits
Employee Assistance Program program that provides you & your family toll-free, confidential guidance & support 24/7.
Financial & Retirement
401(K)
401(K) matching
Agero provides employees with a 401(k) matching plan managed by Fidelity Investments after 1 year of employment. We match 100% of the first 2% of contributions and 50% of the next 4% of contributions.
Performance bonus
Whether you are an engineer or a contact center representative, a piece of your annual compensation is delivered via an annual bonus, paid 2 per year. Target bonus amounts vary by role.
Child Care & Parental Leave Benefits
Generous parental leave
Three weeks paternity leave 8-26 weeks maternity leave (MA)
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Agero sponsors summer BBQ's as well as a halloween extravaganza complete with in house trick or treating, haunted houses and best costume contests for the children of employees.
Vacation & Time Off Benefits
Generous PTO
Flexible Time Off policy
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Fitness stipend
$150/year towards fitness reimbursement
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Continuing Education stipend "Tuition Reimbursement up to the IRS tax exempt maximum $5,250
Lunch and learns
Whether it's personal development or for general education about our business, Learn at lunch is a big part of who we are!
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

We’ve got the benefits you’re used to and some you aren’t. We take care of the time off and allow you to make decisions about what you need to recharge your batteries and achieve harmony both inside and outside of the workplace. We’ve got more discounts and perks than you can count on two hands – and they are meaningful! Plus we offer a free subscription to our roadside assistance program.

We offer major discounts at retailers such as BJ's, Dell, Verizon and others. We also have a vehicle purchase program.

Agero offers a number of voluntary benefits that you can elect to support you and your family, when you need it most such as Medical Bridge Gap and Critical Care Supplemental Insurance, Supplemental Life Insurance, Pet Insurance, Legal Support, Identity Theft & Credit Protection, scholarship tuition reward points and more.

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