Lead Site Reliability Engineer – IT Support Automation at Everops

OVERVIEW As technology organizations scale, so does operational friction. IT support teams become overloaded with repetitive tickets — account lockouts, access requests, provisioning tasks, and standard “ask IT” issues that drain time and attention from higher-value work. EverOps partners directly with enterprise engineering and IT organizations to solve complex operational challenges from within their environments. We don’t patch symptoms — we eliminate root causes. We are seeking a Lead Site Reliability Engineer to own and execute a comprehensive IT support automation strategy designed to significantly reduce ticket volume and human intervention. THE CHALLENGE This is not a reactive support role. This is a systems-level engineering role focused on: - Eliminating tickets before they are created - Automating resolution paths when tickets do occur - Building durable automation frameworks across SaaS and internal platforms - Removing systemic friction across the IT lifecycle You will operate heavily within the IT support domain, addressing areas such as: - Account lockouts and access management - Provisioning and deprovisioning workflows - Device and asset lifecycle management - Standard internal IT requests - SaaS integrations and workflow orchestration The expectation is leadership-level ownership. You will define the automation roadmap, architect solutions, and drive initiatives from intake through deployment with measurable outcomes. THE MISSION As a Lead SRE, your mission is to: - Reduce human intervention across IT support workflows - Build automation systems that scale without increasing headcount - Architect reliable, observable, production-grade automation services - Establish engineering standards for automation development - Mentor junior engineers while maintaining direct ownership of delivery Success is measured in outcomes: - Reduced ticket creation rates - Increased fully automated resolution percentages - Improved user satisfaction while lowering operational burden This role requires deep technical capability combined with strong execution discipline and cross-functional influence. WHAT YOU’LL DO 1. ROOT-CAUSE TICKET ELIMINATION - Analyze ticket trends and identify systemic failure patterns - Redesign workflows to remove recurring pain points - Replace reactive fixes with preventative engineering solutions - Partner with IT and engineering stakeholders to prioritize high-leverage automation opportunities 2. END-TO-END AUTOMATION ARCHITECTURE - Design and implement automation workflows across multiple SaaS platforms - Integrate with third-party and internal APIs (e.g., identity providers, collaboration tools, asset systems, ticketing platforms) - Architect resilient API integrations including: - Authentication & authorization flows (OAuth2, SAML, token management) - Rate limiting and retry strategies - Error handling and observability - Build self-service systems that allow users to resolve common requests without human escalation 3. CUSTOM SERVICE & TOOLING DEVELOPMENT When no off-the-shelf solution exists, you will: - Build lightweight microservices or serverless functions (Python or Go preferred) - Develop internal middleware, proxies, or orchestration services - Create background automation jobs (cron-style processes) - Containerize and deploy services using modern DevOps practices You will make thoughtful build-vs-buy decisions, balancing speed, maintainability, and long-term scalability. 4. RELIABILITY, OBSERVABILITY & PRODUCTION STANDARDS Automation must be as reliable as any production system. You will: - Implement Infrastructure as Code (Terraform, Pulumi, or similar) - Maintain CI/CD pipelines for automation services - Design monitoring, logging, and alerting frameworks - Define SLIs/SLOs to measure automation reliability - Ensure automation services are secure, observable, and resilient This is not scripting — this is platform-grade engineering. 5. LEAD-LEVEL OWNERSHIP & EXECUTION This role requires operating as a single-threaded owner for major initiatives. You will: - Define solution architecture from concept to deployment - Set timelines and milestones autonomously - Conduct feasibility validation in development environments - Communicate proactively with stakeholders - Re-scope tactically to maintain forward momentum when blocked - Deliver measurable impact — not just activity You are expected to think systemically, move with urgency, and drive initiatives to completion without requiring micro-management. YOU HAVE EXPERIENCE - 8+ years in SRE, Platform Engineering, DevOps, or Automation Engineering - Proven experience designing enterprise-scale automation systems - Strong exposure to IT support domains (access, provisioning, identity, device lifecycle, SaaS operations) TECHNICAL STRENGTH API & Integration Expertise - Deep experience designing and consuming REST APIs - Strong understanding of authentication and authorization patterns - Experience orchestrating workflows across multiple SaaS platforms Programming & Automation - Strong proficiency in Python or Go - Experience building production-ready services - Advanced scripting for orchestration and automation logic Cloud & Infrastructure - Strong familiarity with at least one major cloud provider (AWS, GCP, or Azure) - Containerization and Kubernetes exposure - Infrastructure as Code experience Systems Thinking - Networking fundamentals - Identity and access concepts - Understanding of asset lifecycle management LEADERSHIP & COMMUNICATION - Experience leading technical initiatives from idea through deployment - Ability to mentor junior engineers - Strong written and verbal communication skills - Comfortable influencing cross-functional stakeholders - Data-driven decision-making approach You think in terms of leverage, scale, and long-term impact. WHAT SUCCESS LOOKS LIKE Within 6–12 months, you will have: - Eliminated entire categories of recurring IT tickets - Implemented durable automation frameworks across core IT workflows - Increased automated resolution rates quarter over quarter - Reduced manual provisioning and access overhead - Established scalable, observable automation systems that continue to compound value Your impact will be visible in metrics — not anecdotes. NICE TO HAVE - Experience integrating AI/LLM capabilities into workflow automation - Familiarity with ITSM frameworks - Background building internal self-service platforms - Experience presenting technical strategy to senior leadership - Experience operating in high-scale, compliance-sensitive environments BENEFITS - 100% Remote Workplace - Unlimited Paid Time Off - Equity – Become a true owner of the company - 401K with company contribution and sponsored healthcare - Professional Growth – Access to training and certification programs