Tech Manager - SRE

Description

**About VOLL** ================ VOLL is a leading corporate travel management platform that connects companies to a smarter, more efficient, and human-centered travel experience. With a data-driven culture, continuous innovation, and customer focus, we are growing rapidly and need people who want to build the future with us. **Why this role exists** ============================ VOLL’s IT Operations tower is restructuring to support the company’s next phase. In our B2B product — backed by contractual SLAs and serving enterprise-scale clients — every minute of uptime is a sales argument; every well-communicated incident preserves trust; and every improvement fed back into the product via Customer Reliability becomes a competitive advantage no rival can match. We are creating the SRE Manager role to establish reliability engineering as a formal discipline — not as a maintenance function, but as a strategic layer that unlocks product velocity, customer satisfaction, and global scalability. The tower already has a strong culture, a capable team, and tools in place. What’s missing is the leadership that takes this foundation and builds the next stage. **Responsibilities and assignments** **What you’ll build** ============================ * **The reference SRE function at VOLL.** Published SLOs for critical systems; error budgets operating as release decision instruments; blameless postmortems embedded as cultural practice; and DORA metrics serving as the common language between operations and engineering. * **Customer Reliability Engineering as a formal practice.** Technical customer support evolves from a reactive layer into an engine of operational intelligence — structured Voice of Customer feeding the product roadmap; customer metrics linked to internal SLOs; and AI copilots elevating team productivity. * **Operations ready for global scale.** Observability, executable runbooks, and incident response capability spanning multiple geographies and time zones. Reliability that scales without requiring the team to double in size proportionally. * **A culture of measurable excellence.** Release, capacity, and investment decisions anchored in data — not opinion. Operations that defends itself with numbers — not narrative. * **The next generation of technical leaders.** Current engineers and analysts evolving into Tech Leads, Specialists, and potential Managers within the next 18\-36 months — under your direct mentorship. * **The SRE\-Engineering\-Customer loop as a competitive differentiator.** Not three isolated areas — but a single, unified machine for continuous learning where every incident becomes an opportunity to improve product, process, and team. **Requirements and qualifications** **AI applied to operations** ========================== Adopting AI in operations is an active part of our agenda. We’re in the early stages of applying copilots, agents, and intelligent automation to incidents, customer support, and IT governance. You’ll lead this adoption jointly with other technical teams across the company — as a central component of our next operational maturity phase. **What you need:** =========================== * **Proven experience leading technical teams** in cloud-native environments (DevOps, SRE, Cloud Operations). * **Strong people management experience.** * **Deep hands-on AWS operations expertise:** architecture, observability, security, cost optimization. * **Practical experience with modern SRE:** SLO/SLI, error budget, blameless postmortems, incident command. * **Experience leading critical incidents**, with direct accountability for executive-level communications. * **Solid technical background —** depth required in cloud and security. **Nice-to-haves:** ================= * Prior experience in organizations that embed Customer Support under the SRE umbrella (e.g., Stripe, Datadog, GitHub, Linear, global B2B SaaS scale-ups). * Experience with AI applied to operations: agents, copilots, executable runbooks, intelligent observability. * AWS certifications (Solutions Architect, Security Specialty). * Experience in global B2B SaaS scale-ups with contractual SLAs and multi-geography operations. * A track record of elevating existing team maturity without disruption — building upon what’s already in place, not replacing it. **How you’ll operate here:** ============================== * **As a builder.** Those seeking only to "maintain the status quo" won’t thrive in this role. This is for people who want to build, transform, leave a lasting mark, and create legacy. * **As a multiplier.** Your impact is measured by the capability of the operations function and the team — not your individual output. Those needing to be involved in everything all the time won’t scale in this role. * **As a translator between technical and strategic.** You speak architecture with engineers and risk with C-level executives — without losing depth in either domain. * **As an owner of processes — not people.** You lead through system design (rituals, metrics, automation), not individual proximity. A strong team that thrives without your constant presence is the goal. * **Familiarity with high-pressure environments.** During critical incidents, the team needs a calm, clear, decisive, and prioritization-aware reference point. These attributes are non-negotiable. **Stack:** ========== * Cloud: AWS * Infrastructure as Code: Terraform * Version control and CI/CD: GitHub * Observability and monitoring: New Relic * Other supporting tools, security, and governance tools will be introduced during the selection process **Additional information** **Our benefits package:** * Meal/food allowance on Flash card; * Sulamérica Medical and Dental Plan; * Total Pass; * Flexible remote work allowance on Flash card; * Physical and mental health support (VOLL Care); * Education assistance (VOLL Education); * Group life insurance; * 6-month maternity leave; * 30-day paternity leave (Our parental leave policy applies equally to same-sex couples). * Day off. * Remote work model * Accessible leadership and real influence over strategic decisions — the right company size for you to make a difference. **Diversity at VOLL** At VOLL, we value every person and their uniqueness, offering an environment that respects diversity and individuality. Here, you have space to be authentically yourself \#TogetherOnTheSameBoat. * VOLL exists to transform innovative ideas into solutions shaping the future of corporate travel, mobility, and expenses. We pioneered the world’s first integrated mobility and travel app — unifying every step of the journey, from booking to payment. Our platform delivers the best for both corporate managers and travelers — with comprehensive solutions that simplify and integrate all needs in one place. This is the result of extraordinary work by over 400 employees across more than 17 states. **OUR VALUES** We execute with mastery; We play fair; We’re together on the same boat; We are protagonists; We are strong. \#ToInfinity