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Sr. Manager, Site Reliability

Req id:  27003

Richmond Hill, ON, CA Virtual, CA Mississauga, ON, CA Montreal, Quebec, CA Waterloo, ON, CA



As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 



The Opportunity:


You will manage a team of globally located Site Reliability Engineers to design, automate, build, operate, and continuously improve some of the services that back our customer facing SaaS products.  Your focus will be on NoSQL and Big Data technologies such as Elasticsearch, Cassandra, Kafka, Redis, and RabbitMQ, integrated with the underlying IaaS (VMware, AWS, GCP, Azure) and PaaS (Cloud Foundry, K8s, Anthos).  You will interact with product managers, application engineers, and product developers around the world to deliver highly reliable and scalable services that our enterprise customers can depend on. You will lead a highly skilled team of SREs as they create automation to build the environments, and guide problem management resolution analysis when things go wrong. You’ll work in a fast-paced organization while quickly learning new skills and creating ways to consistently meet service-level agreements for our global cloud services.


Your Responsibilities Will Include:


  • Lead a cross-functional, highly visible, SRE team supporting multiple services including Cassandra, Elasticsearch, Kafka, RabbitMQ, Redis, and Solr
  • Building software and systems to manage infrastructure and backing services for customer-facing OpenText applications through automation
  • Support and nurture engineers across varying experience levels, with an emphasis on continuous learning and career development
  • Partnering closely with development and application support teams to design, build, deploy, support, and monitor new and existing deployments
  • Identify tactical and strategic opportunities to improve service health, performance, reliability, and telemetry
  • Measuring and optimizing service performance and availability
  • Capacity planning and management
  • Migrating legacy deployments to modernized design patterns
  • Solving complex operational problems with software and automation
  • Providing your own hands-on support as needed
  • Working in collaboration with other application teams, including gathering requirements and documenting the solution
  • Driving automation patterns for application deployments, upgrades, and maintenance using tools such as Ansible and Terraform
  • Ensuring our team responds to service requests that satisfy our OLAs
  • Take ownership and accountability for the incident resolution process for services that we support
  • Acting as a technical liaison with other teams to evaluate and report bugs
  • Participating in training and information sharing activities
  • Managing the on-call rotation of the team, ensuring 7x24x365 support coverage is provided
  • Acting as an on-call escalation point for the team as needed
  • Manage third party provider(s) who provide additional expertise and a layer of escalation support for our services



  • BS/MS degree in Computer Engineering or related field
  • 8+ year of Information Technology experience, working on large scale cloud services
  • 5+ years of people manager experience
  • Experience designing, building, operating, and driving ongoing improvement of service infrastructure and systems
  • Track record of improving reliability, availability, and performance of cloud services
  • Track record of strong people management and leadership, building highly motivated and high functioning teams
  • Excellence in written and verbal communication across all levels of organization and technical depths
  • Experience with automation or CI/CD tools, such as Terraform, Ansible, and GitLab
  • Experience managing distributed services, such as Cassandra, Elasticsearch, Kafka, RabbitMQ, and/or Redis
  • Hands-on experience with configuration of monitoring and alerting tools such as Prometheus, New Relic, Nagios, Zabbix, and/or Pager Duty
  • Basic Knowledge of private and public cloud infrastructure platforms (VMware/AWS/Azure/GCP)
  • Knowledge of the Linux operating system
  • Basic understanding of Java memory management including garbage collection and available GC methods
  • Should be extremely detail oriented and meticulous
  • Ability to thrive in a fast-paced environment working on projects against strict deadlines.
  • Strong understanding of ITIL principles, certification is a plus
  • Ability to diagnose & troubleshoot user facing service incidents & outages
  • Ability and willingness to be hands-on when needed

Additional Value-Added Qualifications:

  • Knowledge of Kafka concepts such as topics, partitions, replication factor, offsets, consumers and producers
  • Knowledge of Elasticsearch concepts such as roles, shards, replicas, indexes, index patterns, index lifecycle management, and aliases
  • Basic understanding of Cassandra operations
  • Application clustering / load balancing concepts
  • Understanding network topologies and common network protocols and services (DNS, HTTP(S), SSH, FTP, SMTP, DHCP, TCP, IP etc…)
  • Experience monitoring cloud services with Dynatrace, New Relic, Zabbix, Nagios, BMC or any HPE tools
  • Awareness and insight into industry trends (technology, methods and tooling)



OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact


Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.


Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and potential. Become an OpenText Navigator.

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