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About Gap Inc.
Our brands bridge the gaps we see in the world. Old Navy democratizes style to ensure everyone has access to quality fashion at every price point. Athleta unleashes the potential of every woman, regardless of body size, age or ethnicity. Banana Republic believes in sustainable luxury for all. And Gap inspires the world to bring individuality to modern, responsibly made essentials.
This simple idea—that we all deserve to belong, and on our own terms—is core to who we are as a company and how we make decisions. Our team is made up of thousands of people across the globe who take risks, think big, and do good for our customers, communities, and the planet. Ready to learn fast, create with audacity and lead boldly? Join our team.
About the Role
The Site Reliability Engineering (SRE) team is part of the IT Service Management (ITSM) group at GapTech and serves engineering teams across all brands and markets. The mission of our Site Reliability team is to operate an always-on, self-healing, fault resilient, customer-centered, proactive set of systems that deliver optimal customer experience, across digital experience & commerce applications, fulfillment & distribution centers, databases, platforms, and technology stacks.
As Director of SRE, you will report to the Sr. Director of Service Management, Asset Management & Enterprise Metrics and be responsible for strategic design & development of site reliability solutions that drive resiliency and reliability across the enterprise. You will be managing and directing high performing teams and talented engineers in an Agile work environment responsible for the production support of customer-facing eCommerce applications, stores & fulfillment, infrastructure, and digital platforms across all brands and markets. In addition to the production support for Hybrid Cloud and On-Premises hosted systems and applications, you will be expected to work with management, peers, and customers to define and implement the technical vision of the team and to adopt SRE practices. You are expected to design a system of reactive problem solving as well as proactive preventative solutions removing TOIL and decreasing overall incidents by establishing roadmaps and blueprints.
What You’ll Do
Site Reliability Engineers are hybrid systems and software engineers who are responsible and take ownership for reliability, scalability, automation, and other issues related to uptime and availability of our platforms. Our goal is to build, scale and guard the systems that service the customers.
This work group demands to be available 24*7 for business-critical incidents and must be agreeable to work a flexible schedule to meet the needs of the business, including holiday, evening, overnight and weekend shifts.
- Improve the reliability, latency, availability, and scalability of The Gap brands E-commerce/Retail and Enterprise products including MTTA and MTTR. Maintain error budgets to help product teams effectively understand how they should be prioritizing site reliability work vs feature work.
- Provide guidance to Production support (L2), Incident management, Network, Infrastructure and Application teams in adopting SRE methodology defining service level objectives (SLO) and service level indicators (SLI) at every touchpoint/component that is driving customer experience. Work with FinOps stakeholders to craft business SLO’s of our digital platform to ensure our cost-effective stewardship of the platform.
- Participate in on-call escalations for high-severity incidents, taking an active leadership role in managing the technical response to the incident and communications to internal stakeholders including taking a very active, highly-visible leadership role in our Thanksgiving weekend peak retail sales operations; Take active leadership role in after-incident efforts. Participate in blameless post-mortems and drive to effective understandings of what happened and how we can improve. Work with product teams to make sure those improvements get done.
- Build tools/automate to prevent re-occurrence of problem to mission critical products/services.
- Augment existing instrumentation to drive agility and resiliency along with key vendor partners to build a cohesive picture of the characteristics of our systems with special attention to eliminating points of failure.
- Design and integrate highly reliable observability tools to ensure early detection and provide ‘smart’ alerts
- Collaborate closely with key partners/stakeholders to identify opportunities to remove TOIL across the enterprise through automated solutions
- Develop a deep understanding of the ecosystem of services and applications that come together to deliver Gap brands e-commerce/Retail and Enterprise products; be instrumental in the delivery of
- Continuous development of talent to ensure team members are staying current with new innovative technologies and solutions as well as expansion of their capabilities for growth in SRE methodology; Actively seek out latent potential, develop successor and leadership pipeline. Mentor other leaders from outside of your direct team.
Who You Are
- BS in Computer Science or related Engineering Discipline
- 10+ years of relevant experience in a SRE, DevOps role, and/or Software Engineering role; 8+ years in an Operations organization supporting 24/7 mission-critical applications and services
- Effective leader experienced with working with geographically distributed teams.
- Experience in designing, investigating, analyzing, and troubleshooting large-scale enterprise systems.
- Methodical and systematic problem-solving approach, combined with a solid awareness of ownership, initiative, and drive.
- Empathetic leader focused on learning from customer experiences to drive solutions that matter.
- Fluency with running services at scale; Networking knowledge and in depth understanding of network concepts.
- Experience with IaaS and PaaS providers such as Oracle OCI, Azure, OpenStack, GCP as well as containerization and container platforms. (e.g. Kubernetes)
- Experience with enterprise monitoring solutions like PagerDuty, Azure Monitoring, New Relic, Prometheus, Graphite, Grafana, Nagios, and Splunk including the ability to build custom monitoring.
- Familiarity with continuous integration/deployment processes and tools such as Jenkins, GitLab, etc.
- Proven ability to prioritize, manage multiple activities at one time in a high pressure environment and adaptable to changing requirements and direction; Thinks and acts strategically
- Excellent verbal and written communications, especially at the senior leadership level, and the ability to work well with business and technical teams.
Benefits at Gap Inc.
- Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
- One of the most competitive Paid Time Off plans in the industry.*
- Employees can take up to five “on the clock” hours each month to volunteer at a charity of their choice.*
- Extensive 401(k) plan with company matching for contributions up to four percent of an employee’s base pay.*
- Employee stock purchase plan.*
- Medical, dental, vision and life insurance.*
- See more of the benefits we offer.
*For eligible employees
