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Incident Response Manager

1 week ago

Auckland, Auckland, New Zealand Xero Full time

Xero is a cloud accounting software company that empowers small businesses to succeed. We're looking for a highly skilled Site Reliability Engineer to join our team as an Incident Response Manager.

About the Role

This role requires an experienced SRE professional with a strong technical background, deep experience in SRE, a passion for building and delivering robust processes, and extensive experience of leading technical teams who respond to high severity cloud issues.

As a seasoned and relentless professional, you will drive best practice across the business and contribute to the ongoing transformation of the Xero SRE culture. You will lead technical discussions to identify and track actions associated with and identified during incident situations, and collaborate with product teams to thoroughly analyze failures and integrate insights to improve service reliability, scalability, and operational efficiency.

What You'll Do
  • Own the incident management process, ensuring it drives enduring reliability across all products and services within Xero.
  • Provide expert leadership during critical outages, coordinating multiple teams to ensure streamlined decision-making and quick resolution.
  • Lead and advocate for the transformation to a world-leading SRE organization, promoting SRE principles within the Engineering Department.
  • Promote a customer-focused approach by addressing and mitigating global customer environment issues, and fostering a culture of continuous learning and technical excellence within the SRE team.