PayPal is hiring a Site Reliability Engineering Manager to lead the North America Command Center team. You will ensure the reliability, scalability, and 24/7 availability of our mission-critical payment infrastructure. This role is central to driving operational excellence, process maturity, and a culture of continuous improvement across the organization.
What You'll Do
- Manage and mentor a team of site reliability engineers and Production Operation Managers, setting performance objectives, providing technical guidance, and ensuring alignment with business goals.
- Oversee the execution of reliability initiatives, ensuring critical systems maintain high availability, resilience, and performance at scale.
- Lead incident management activities, including coordination of response efforts, root cause analysis, and implementing solutions to prevent future incidents.
- Define and track key performance indicators (KPIs) like MTTD, MTTR, incident frequency, and change failure rate, reporting results to leadership regularly.
- Promote and drive automation-first practices, including runbook automation, self-healing systems, and AI/ML-based event-driven remediation.
- Manage capacity planning efforts and ensure the scalability of systems to handle increasing traffic and resource demands.
- Ensure the development and testing of disaster recovery plans and procedures to minimize downtime.
- Lead career development and mentorship efforts for team members, providing coaching and growing leadership capabilities.
- Oversee 24/7 monitoring and management of multi/hybrid cloud and on-premises infrastructure, ensuring optimal performance.
- Collaborate with cross-functional teams including DevOps, Security, and Application Development to resolve critical incidents and implement preventive measures.
- Provide technical leadership during major incidents and post-incident analysis.
What We're Looking For
- 8+ years of relevant experience and a Bachelor’s degree, or an equivalent combination of education and experience.
- A Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 8+ years of experience in infrastructure management, with at least 3 years in a leadership role.
- Extensive experience with multiple cloud platforms (AWS, Azure, GCP) and on-premises infrastructure management.
- Demonstrated experience building or scaling AI/ML-based automation for operations (AIOps platforms, alert noise reduction, auto-remediation).
- Strong background in incident management, ITIL frameworks, and operational best practices.
- Experience with monitoring tools, automation platforms, and infrastructure-as-code technologies.
- Proven track record of leading technical teams in high-pressure, mission-critical environments.
- Excellent communication skills with ability to interact effectively with technical teams and executive leadership.
Nice to Have
- A Master’s degree.
- Relevant certifications (ITIL, cloud provider certifications, PMP).
- Deep knowledge of financial regulatory requirements.
- Background in DevOps practices and CI/CD pipeline management.
- Experience with containerization technologies and orchestration platforms.
Technical Stack
- AWS, Azure, GCP
- AIOps platforms
- Infrastructure-as-code
- Containerization technologies and orchestration platforms
- Monitoring tools and automation platforms
Team & Environment
You will lead PayPal’s North America Command Center team, managing managers and team leads across multiple time zones.
Benefits & Compensation
- Comprehensive, choice-based programs to support personal wellbeing—physical, emotional, and financial.
- Generous paid time off.
- Healthcare coverage for you and your family.
- Resources to create financial security and support your mental health.
- Compensation for Scottsdale, Arizona: $152,500.00 - $226,600.00 Annually.
Work Mode
This is a hybrid position based in Scottsdale, Arizona.
PayPal is committed to building an equitable and inclusive global economy, guided by core values of Inclusion, Innovation, Collaboration, and Wellness.
