Cloud Ops Engineer

About the Role:

As a Cloud Ops Engineer in the Platform Engineering organization, you will be a core member of the team responsible for the operational health, reliability, and observability of the entire Motive platform. Your mission is to ensure our globally distributed, highly-available systems recover from issues quickly and help ensure we avoid future issues. You will spearhead the effort to manage incident response, build world-class monitoring systems, and drive automation across all operational workflows. This is a critical role that improves the daily lives of engineers and ensures a consistent, high-quality experience for all our customers, across all our complex tech stacks from our core SaaS product to our mobile and AI-powered embedded systems. If you are passionate about high-leverage work, automation, continuously improving critical systems and processes, being involved across all areas of engineering, and are able to be the strong calm in the middle of incidents, this is the perfect role for you.

What You'll Do:

• Own and refine the incident management lifecycle and be the incident commander, running communication and triage, and post-incident analysis and follow-ups to drive continuous service improvement.
• Manage the central on-call solution and integrations used by over 100 teams from different monitoring and other platforms, leveraging automation and self-serve tools such as terraform.
• Analyze operational statistics (MTTR, incident frequency, service-level data) to identify trends and prioritize reliability initiatives and teams’ focus.
• Improve change management processes and automation to reduce both risk and friction.
• Collaborate with engineering teams across the organization to standardize operational practices and develop automated workflows.
• Leverage AI for incident analysis, alert/issue solutioning, and automation.

What We're Looking For:

We are looking for an individual with prior experience in cloud operations, site reliability engineering, or a similar field, who has a passion for improving system reliability and operational processes in a large-scale, distributed environment.

• Experience managing and participating in a 24/7 on-call rotation and incident response process.
• Experience with on-call systems such as Rootly, PagerDuty, Opsgenie, etc.
• Experience with monitoring and observability tools (e.g., Datadog, NewRelic, Grafana, etc.).
• Ability to communicate clearly and manage incidents, communications, and action items with stakeholders from engineers to directors, and public-facing messaging.
• Experience with IT Service Management tools (Jira/JSM) for ticket and change management.
• 3+ years experience in an incident response role.

 

Bonus Skills to have:

• Experience with Infrastructure as Code (IaC) tools such as Terraform.
• Scripting and automation skills in at least one modern language (Python, Go, Bash) -  AI-coding assistance welcomed.
• Prior experience in an Ops or SRE team supporting a diverse cloud product.