The SRE Connectivity team at Talkdesk is responsible for building, running, and evolving the infrastructure foundation that supports all engineering teams, with an automation-first mindset and a strong focus on availability, reliability, and scalability.As a Technical Manager, you will combine hands‐on technical leadership with people and delivery ownership. You will actively contribute to the design, implementation, and operation of the network and SRE stack, while also guiding the team, setting technical direction, and ensuring sustainable execution.At Talkdesk, we follow a "you build it, you own it" philosophy. In this role, you will help reinforce that culture by empowering teams with the right tools, practices, and guardrails, fostering a blameless environment focused on learning and continuous improvement.You will work with a large, distributed, multi‐region, multi‐cloud infrastructure, using modern technologies at scale.Technical (hands‐on)Design, build, and maintain the core network infrastructure and related tooling used across TalkdeskRemain hands‐on in the day‐to‐day work, contributing code, infrastructure changes, and reviewsDrive automation‐first practices across network and infrastructure operationsEnsure infrastructure reliability through observability, monitoring, alerting, and proactive issue detectionDevelop and evolve tooling, alerts, and operational processes that enable engineering teams to safely run production workloadsParticipate in on‐call rotation, leading by example and staying close to production realitiesLead and actively participate in incident response, root cause analysis, and post‐mortems, ensuring concrete follow‐ups that improve resilienceLeadership & managementProvide technical direction and standards for the network and SRE domainMentor and coach engineers, supporting their technical growth and operational maturityPlan and prioritize work with a focus on impact, risk reduction, and long‐term sustainabilityAct as a technical partner to product engineering teams, helping them design more reliable, scalable, and observable servicesBalance short‐term operational needs with longer‐term architectural improvementsNeed to haveStrong hands‐on experience with AWS networkingHands‐on experience configuring and operating AWS Direct ConnectHands‐on experience with Fortinet firewalls and Fortinet network security productsExperience working with NetBox or similar network source‐of‐truth solutionsSolid knowledge of Linux/Unix systemsProgramming/scripting skills in at least one language (e.g. Python, Bash)Experience with Infrastructure as Code (CloudFormation, Terraform, or similar)Experience with configuration management tools such as AnsibleExperience with monitoring and observability tools (Datadog, New Relic, Grafana, or similar)Proven ability to identify manual, error‐prone processes and replace them with automationStrong troubleshooting skills and ability to identify root causes in large‐scale distributed systemsPragmatic, solution‐oriented mindset with strong critical thinking skillsBe valued forExperience supporting production systems at scaleExperience with technologies such as Docker, Consul, Vault, Jenkins, Concourse, Prometheus, NexusExperience with encryption and key management technologies (ACM, KMS, hashing, secret management)Experience with additional firewall or network security solutions beyond FortinetExperience with other cloud providers such as GCP or AzurePrevious experience acting as a technical lead or manager while remaining hands‐onWork Environment and Physical Requirements Primarily office‐environment work, extended periods of sitting or standing, computer‐based work. Limited lifting, and equipment usage limited to computer‐related equipment (keyboards, mouse, etc.).The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.#J-18808-Ljbffr