Senior Manager, Service Reliability Engineering

Yahoo Mail is the ultimate consumer inbox with hundreds of millions of users. It’s the best way to access your email and stay organized from a computer, phone or tablet. With its beautiful design and lightning fast speed, Yahoo Mail makes reading, organizing, and sending emails easier than ever.

Role Overview:

The Mail Service Reliability Engineering (SRE) Manager is responsible for ensuring 7x24 incident management and the reliability of mail services. The manager leads a diverse, distributed team across multiple time zones and countries, partnering closely to respond to and resolve mail service incidents and implement changes in production environments. This role is critical to the organization’s commitment to high-availability mail services, ensuring users experience minimal disruptions and rapid recovery from incidents.

Responsibilities:

• 24/7 Incident Management

  • Lead, organize, and oversee the team’s 7x24 incident response for all mail applications, ensuring rapid detection and resolution of incidents.

  • Strive to shorten Mean Time to Detection (MTTD) and Mean Time to Resolution (MTTR) while consistently improving Service Level Objectives (SLO) and Service Level Agreements (SLA).

• System & Service Health Monitoring

  • Implement comprehensive system/service health monitoring.

  • Design, deploy, and maintain dashboards for real-time visibility of critical metrics (Availability, MTTD, MTTR).

  • Set up alerts and escalation processes for early issue detection and response.

• Runbooks & Operational Excellence

  • Develop and maintain detailed runbooks for SRE and Operations teams, specifying permissions, documented service impact, and clear step-by-step procedures for incident response and service changes.

• Incident Analysis and Remediation

  • Facilitate root cause analysis and post-mortems for all major incidents, ensuring action items are tracked and implemented for continuous improvement.

  • Drive remediation, preventive measures, and process enhancements across teams.

• Change Management

  • Oversee safe deployment procedures; ensure readiness for rollback operations during outage.

  • Record and track impacts to systems and users throughout incidents and change events.

• Collaboration

  • Coordinate with team members and partners across different regions and time zones to ensure seamless handoffs and communication.

  • Foster a culture of reliability, accountability, and proactive problem-solving.

Qualifications:

• Minimum 7 years of proven experience in Incident Management, preferably in a large-scale, distributed mail or messaging system environment, for both on-perm and cloud environments.

• Hands-on experience with monitoring tools, dashboard setup, and alerting systems.

• Deep understanding of SRE principles: system reliability, operational runbooks, and root cause analysis.

• Strong organizational, leadership, and communication skills across diverse, global teams.

• Demonstrable record of improving service reliability metrics (MTTD, MTTR, Availability).

The material job duties and responsibilities of this role include those listed above as well as adhering to Yahoo policies; exercising sound judgment; working effectively, safely and inclusively with others; exhibiting trustworthiness and meeting expectations; and safeguarding business operations and brand integrity.

At Yahoo, we offer flexible hybrid work options that our employees love! While most roles don’t require regular office attendance, you may occasionally be asked to attend in-person events or team sessions. You’ll always get notice to make arrangements. Your recruiter will let you know if a specific job requires regular attendance at a Yahoo office or facility. If you have any questions about how this applies to the role, just ask the recruiter!

Yahoo is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. Yahoo will consider for employment qualified applicants with criminal histories in a manner consistent with applicable law. Yahoo is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please submit a request via the Accommodation Request Form (www.yahooinc.com/careers/contact-us.html) or call +1.866.772.3182. Requests and calls received for non-disability related issues, such as following up on an application, will not receive a response.

We believe that a diverse and inclusive workplace strengthens Yahoo and deepens our relationships. When you support everyone to be their best selves, they spark discovery, innovation and creativity. Among other efforts, our 11 employee resource groups (ERGs) enhance a culture of belonging with programs, events and fellowship that help educate, support and create a workplace where all feel welcome.

The compensation for this position ranges from $136,125.00 - $283,750.00/yr and will vary depending on factors such as your location, skills and experience.The compensation package may also include incentive compensation opportunities in the form of discretionary annual bonus or commissions. Our comprehensive benefits include healthcare, a great 401k, backup childcare, education stipends and much (much) more.

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