Site Reliability Manager

As a Service Experience Manager at Dunnhumby, you will be responsible for owning the end-to-end service management strategy for Media systems. With 8+ years of experience in service management, including systems monitoring, site reliability engineering, or infrastructure operations, and 2+ years in a team lead or managerial role, you will coach team members to deepen their technical monitoring skills and business understanding. Your role will involve building a culture of continuous improvement, automation, and proactive detection, while ensuring monitoring coverage aligns with business-critical services and revenue-driving workflows. Key Responsibilities: - Define, maintain, and evolve service management standards across all Media platforms - Act as an escalation point for major monitoring-related incidents - Lead post-incident reviews to improve detection and alert quality - Partner with system owners to ensure monitoring reflects SLAs and KPIs - Evaluate new tools and methodologies to improve system reliability, visibility, and usability - Communicate system health and incident impact to both technical and non-technical stakeholders Qualifications Required: - Experience in a 24/7 operational environment, ideally in Media, SaaS, or streaming platforms - Familiarity with observability stacks such as Grafana, Prometheus, Splunk, New Relic - Solid understanding of APIs, event pipelines, and log management - Experience with cloud environments like GCP or Azure and their native monitoring tools - Proficiency in integrating monitoring with ITSM tools like ServiceNow, Zendesk - Ability to define alerting thresholds balancing sensitivity with noise reduction - Strong collaboration skills with engineering, operations, and product teams By joining Dunnhumby, you can expect more than just meeting your expectations; you will enjoy a comprehensive rewards package along with personal flexibility, thoughtful perks like flexible working hours, and your birthday off. Additionally, you will benefit from an investment in cutting-edge technology that reflects the company's global ambition while maintaining a nimble, small-business feel that encourages experimentation and learning. Dunnhumby values and respects differences, promoting an inclusive culture that allows you to balance a successful career with your commitments and interests outside of work. The company actively promotes diversity and inclusion through various networks, including dh Gender Equality Network, dh Proud, dh Family, dh One, and dh Thrive, demonstrating a commitment to creating a welcoming environment for all employees.,