Sr Manager, Network and Infrastructure Reliability | India

About the role

This position is accountable for the stewardship of Five9's global network and infrastructure reliability, ensuring that our services remain performant and available at all times. You will own the strategic oversight of critical infrastructure components, driving initiatives that enhance stability and prevent potential failures before they impact customers. The role involves leading a dedicated team of engineers who are passionate about maintaining the highest standards of system uptime and operational excellence. You will be responsible for translating business requirements into robust technical strategies that support the company's mission. Collaboration with cross-functional partners will be essential to align infrastructure capabilities with evolving product and business needs. This position demands a proactive mindset focused on continuous improvement and the elimination of systemic risks. You will serve as a key technical leader, influencing best practices and architectural decisions across the organization.

Key facts

What you'll do

• Oversee the daily operations and strategic planning for network and infrastructure uptime, establishing processes that ensure consistency and resilience.
• Manage and mentor a team of engineers dedicated to reliability and performance, fostering their professional growth and technical development.
• Develop and implement strategies to prevent outages and minimize downtime, leveraging data and incident history to inform long-term solutions.
• Drive improvements in monitoring, alerting, and incident response processes to reduce mean time to resolution and improve system observability.
• Collaborate with other engineering teams to ensure the scalability and stability of our services as we grow and evolve.
• Conduct in-depth analysis of infrastructure performance metrics to identify trends, bottlenecks, and opportunities for optimization.
• Define and maintain standards for network and infrastructure operations, ensuring compliance with security and regulatory requirements.
• Partner with product and infrastructure teams to guide the architectural review of new services and features from a reliability perspective.
• Lead post-incident reviews to extract learnings and implement corrective actions that prevent recurrence.
• Evaluate and recommend new technologies and tools that enhance the reliability and efficiency of our infrastructure stack.
• Coordinate with global teams to ensure alignment on reliability goals and the sharing of best practices.
• Own the reliability roadmap, prioritizing initiatives based on risk, impact, and resource availability.
• Act as the subject matter expert for infrastructure reliability, providing guidance and thought leadership within the organization.
• Ensure that all operational procedures are documented, updated, and easily accessible to support continuity and knowledge sharing.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field is mandatory for this position.
• Minimum of 7 years of experience in network and infrastructure management is required to demonstrate deep technical competence.
• At least 3 years of experience in a leadership or management role is necessary to lead and develop engineering teams effectively.
• Proven track record of improving system reliability and performance must be evident through measurable outcomes and past achievements.
• Deep understanding of cloud infrastructure, networking protocols, and distributed systems is essential for navigating complex technical challenges.
• Demonstrated ability to work effectively in a fast-paced, dynamic environment while managing multiple priorities.
• Strong written and verbal communication skills are required to articulate technical concepts to both technical and non-technical stakeholders.
• Commitment to following established processes and contributing to the continuous improvement of operational practices.

Nice to have

• Experience with Five9's core technologies is preferred to enable faster onboarding and more effective contribution.
• An advanced degree in a relevant technical field may provide additional depth in specialized areas of infrastructure design.

Practical notes

• Visa sponsorship is not available for this role, so candidates must ensure they have the appropriate rights to work in India.
• Occasional travel may be required to support team activities, business needs, or client engagements.