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About the Role
The Platform Reliability Engineering Manager leads the platform reliability team, responsible for managing incidents, driving automation, and ensuring the 24/7 reliability of Firmus' AI infrastructure. This hands-on technical leadership role involves guiding complex fault diagnosis, managing on-call operations, and transforming operational learnings into permanent fixes and automated solutions.
Responsibilities
- Lead and manage the platform reliability team, including hiring, onboarding, performance, development, and wellbeing across regions.
- Manage the team's 24/7 on-call and incident command rosters, with cover across regions.
- Serve on the incident command roster and act as incident commander for major incidents on rostered weeks.
- Act as a senior technical escalation point for the team, joining complex faults, guiding diagnosis and recovery, and reviewing technical quality.
- Manage the service level objectives for supported services and report service performance to leadership.
- Work with specialist engineering teams on clear escalation paths and response commitments.
- Hold the team to its incident, change, and problem management practice.
- Drive the team's runbook and automation work to fix common faults and allow engineers time to build automation.
- Build a clear development path for the team's engineers into senior specialist roles.
- Work with Service Delivery Managers and engineering teams to ensure new and changed services are production-ready.
- Turn production evidence into clear improvement requirements for engineering teams and follow them to closure.
- Manage customer and leadership reporting on service health and attend customer service reviews.
- Keep the team's ITSM, on-call, and operational tooling fit for purpose.
Requirements
- Solid hands-on engineering experience in infrastructure operations or site reliability engineering (Linux, networking, storage, Kubernetes or virtualisation).
- Technical depth to lead recovery, question diagnosis, and judge escalation evidence.
- Significant experience leading a 24/7 operations, SRE, or production engineering team in a large-scale hosting, HPC, telecommunications, data centre, or service provider environment.
- Experience running on-call rosters and incident response.
- Working ability in scripting or programming (e.g., Python, Go, Bash) and infrastructure as code.
- Working knowledge of site reliability engineering practice, including SLOs, error budgets, toil reduction, runbook automation, and production readiness.
- Clear communication and sound judgement, including under pressure.
- Experience with ITSM, on-call, and observability tooling (e.g., Jira Service Management, ServiceNow, PagerDuty, Grafana).
- Experience building and developing engineering teams, including hiring, coaching, setting performance expectations, and growing people into senior roles.
Skills
- Linux
- Networking
- Storage
- Kubernetes
- Virtualisation
- Python
- Go
- Bash
- Infrastructure as Code
- Site Reliability Engineering
- Service Level Objectives (SLOs)
- Error Budgets
- Toil Reduction
- Runbook Automation
- Production Readiness
- Incident Management
- Change Management
- Problem Management
- ITSM
- On-call Tooling
- Observability Tooling
- Jira Service Management
- ServiceNow
- PagerDuty
- Grafana
Location
- Australia
- Singapore
Work Type
- Permanent full-time
- 24/7 on-call
Experience Level
- Technical leadership
- Senior technical escalation point
- Experience leading a 24/7 operations, SRE or production engineering team
- Experience building and developing engineering teams
Education Level
- ITIL or an equivalent service management qualification
About the Company
- Firmus Technologies is a global leader pioneering the development and operation of efficient AI infrastructure across Asia Pacific.
- Founded in Australia in 2019, our mission is to create the most efficient AI infrastructure by combining cutting-edge technology with a steadfast commitment to sustainability.
- We design, build, and operate a new class of digital infrastructure – the AI Factory.
- Our model-to-grid technology approach pushes the boundaries of multi-generational liquid cooling systems, energy management, AI software orchestration, and construction.
- Firmus AI Cloud is a large-scale GPU cloud platform purpose-built to deliver energy-efficient AI compute at scale.
- AI FactoryOS is Firmus' proprietary operating system for the AI Factory, governing GPU telemetry, cooling, power, and grid interaction as one integrated layer.
Equal Opportunity
- At Firmus, we are committed to building a diverse and inclusive workplace.
- We encourage applications from candidates of all backgrounds who are passionate about creating a more sustainable future through innovative engineering solutions.