Senior TPM, Global Reliability

What you'll do

• Own and mature the end-to-end incident management program including detection, triage, response, and post-incident reviews.
• Lead the strategic transition of incident response operations to Salesforce's Command Incident Center.
• Manage reliability initiatives for load management, compute services, and Enterprise Key Management.
• Define reliability standards and SLO frameworks for non-deterministic, LLM-powered agentic workloads.
• Develop incident response playbooks for novel AI failure scenarios like prompt injection and model degradation.
• Track and report reliability metrics such as SLOs and error budgets to inform investment decisions.
• Drive capacity planning and load-shedding strategies in partnership with infrastructure engineering teams.
• Build and maintain program artifacts including risk registers, dependency maps, and executive dashboards.

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 developing and managing programs within an SRE, reliability, or infrastructure organization.
• Direct experience building or maturing incident management programs, including severity frameworks and escalation processes.
• Proficiency in AWS Cloud offerings or similar cloud services.
• SQL experience for extracting large data sets into executive-level dashboards.
• Strong verbal and written communication skills with the technical capability to identify risks and communicate with engineers.
• Experience with data residency, compliance, or regulated infrastructure programs (preferred).
• Familiarity with AI/ML infrastructure, LLM serving platforms, or agentic systems (preferred).
• Experience navigating large-org integrations and parent company partnerships (preferred).