Senior TPM, Global Reliability

What you'll do

• Manage and mature Slack’s end-to-end incident management program including detection, triage, response, and post-incident reviews.
• Execute the strategic transition of incident response operations to Salesforce’s Command Incident Center.
• Oversee infrastructure resilience programs involving load management, capacity planning, and compute service scaling.
• Develop reliability standards and SLO frameworks for non-deterministic AI agentic workloads and LLM-powered services.
• Create incident response playbooks specifically for novel AI failure modes like model degradation and prompt injection.
• Track and report reliability metrics such as SLOs and error budgets to inform investment decisions.
• Coordinate cross-functional programs involving engineering, security, legal, and go-to-market teams to ensure enterprise compliance.
• Maintain program artifacts including risk registers, dependency maps, and executive dashboards to align stakeholders.

What we're looking for

• A related technical degree is required.
• 8+ years of experience leading technical programs in a dynamic product or engineering organization.
• 3+ years of experience managing programs within an SRE, reliability, or infrastructure organization.
• Direct experience with incident management programs including severity frameworks and escalation processes.
• Proficiency in AWS Cloud offerings or similar cloud services.
• SQL experience extracting large data sets into executive level dashboards.
• Experience with data residency, compliance, or regulated infrastructure programs (preferred).
• Familiarity with AI/ML infrastructure, LLM serving platforms, or agentic systems (preferred).