.Job SummaryWe are seeking a leadership role to run NA Commercial Insurance Production Services and Site Reliability Engineering (SRE) function out of engineering center in Bogota. This role will be responsible for the reliability, availability, and performance of critical production systems. In this role, you will bridge software engineering and operations, driving the cultural and technical transformation toward engineering-based operations. You will collaborate closely with SREs, development, testing and business teams to ensure our systems are robust and scalable effectively providing 99.9% availability. While the focus is on technical engineering, you will also mentor junior team members and share best practices with regional teams.Key ResponsibilitiesLeadership & CollaborationLead a team of SREs; mentor engineers on reliability practicesTeam building and performance evaluation of production services/SRE staff in CECCPartner with development, testing and business teams to embed reliability requirements into the SDLCPartner with development, infrastructure teams to ensure lower environment stability across CI footprintAct as the escalation point for major incidents and production crisesCommunicate effectively with business and operations partners, especially during critical system outages, client escalationsReliability & AvailabilityPartner with technology and business partners to define and own SLAs, SLOs, SLIs, and error budgets across CI portfolioLead incident response, blameless post-mortems, and remediation follow-throughDrive reduction in MTTR and MTTD across the production estateProcess & GovernanceEnforce change management, release gating, and production readiness reviewsEstablish on-call practices, runbooks,



and operational playbooksReport on production health metrics to senior stakeholdersPartner with Bogota leadership team in providing oversight into AMS MSM vendor engagement. This may include weekly/monthly governance calls, site visits, performance evaluation etc.Platform EngineeringDesign and implement observability frameworks (metrics, logs, traces)Build self-healing automation to reduce toil and manual interventionOwn capacity planning, performance baselining, and scalability initiativesSkills & ExperienceRequired:10+ years in SRE, platform engineering, or production operations5+ years in a lead or senior individual contributor capacityStrong reasoning, analytical thinking and troubleshooting skills for applications, including RCA & memory debugging.Experience with observability and monitoring tools (e.G., ELK Stack, Application Insights, Splunk, Kibana, AppDynamics, DynaTrace).Basic/intermediate knowledge of databases such as MS SQL Server.Strong communication skills and ability to work under pressure.Nice to Have:Experience with AI technologies (e.G. Claude) and their application in enhancing system reliability and performance.Experience with application production support/SRE managementBackground in regulated or high-compliance industries.Familiarity with chaos engineering, performance optimization or fault injection.Familiarity with Azure cloud infrastructure and services (e.G. PaaS and identity management such as Active Directory, Azure AD).Soft Skills:Excellent verbal and written communication skills; must have strong experience in working with senior technology and business stakeholdersProactive, detail-oriented, and able to handle production-critical issues.Collaborative mindset and willingness to mentor others.What Success Looks LikeRapid, effective resolution of incidents and performance issues.High uptime and reliability for all critical applications.Continuous improvement in automation and operational efficiency.A culture of reliability and technical excellence within the team.#J-18808-Ljbffr

📌 Production Services Lead (Colombia)
🏢 Chubb Insurance Hong Kong
📍 Colombia