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

Lead Site Reliability Engineer – IT Support Automation