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Engineering Manager, Infrastructure

Egypt, Al Qāhirah, CairoEngineering

Job description

Unifonic is a customer engagement platform that enables organizations to delight customers with remarkable omnichannel experiences. By unifying communication channels, messaging apps, and chatbots, Unifonic streamlines conversations at every touch point throughout the customer journey.

Engineering Manager, Infrastructure

The Infrastructure team at Unifonic is looking for a proactive and dynamic Engineering Manager, Infrastructure to manage a team of people dedicated to proactively building reliability into the product. The successful candidate should possess a breadth of knowledge and an ability to pull different disciplines together for one common goal – proactively building resilience into IT infrastructure and applications. The Engineering Manager, Infrastructure responsibilities include but are not limited to:

  • Manage a team of SRE Engineers focused on the production environment

  • Drive ITIL best practices implementation

  • Set SLOs, SLAs, SLIs, track and meet requirements

  • Project planning and prioritization

  • Improve the on-call incident response process

  • Proactively testing the flexibility and resilience of the system by implementing Chaos engineering best practices

  • Establish SRE’s four golden signals (latency, traffic, error rate, and saturation) and improve service observability by maturing our observability stack, fighting alert fatigue, and onboarding squads to Opsgenie

  • Play a critical role in the day-to-day operations of services in the Production environment.

  • Adopt and apply SRE best practices to products you support and identify areas of automation.

  • Assist in the rollout and deployment of new product features and installations to support our growth.

  • Build, manage, and monitor our extensive infrastructure to continuously make sure that it can scale with us as we grow.

  • Introduce and test new technologies, tools, and systems that enable fast and safe code deployment.

  • Implement Infrastructure as Code (IAC), defining cloud infrastructure in reusable, composable building blocks using tools like Terraform.

  • Measure and improve the performance, uptime, cost, stability, and other operational characteristics of our cloud-based systems.

  • Define and support operational processes and enforce structure, including documentation, training and policies, escalations, RCAs, and post-mortems to ensure systems are well understood and work smoothly, and recover gracefully in case of an unexpected failure.

  • Debug production issues across services and levels of the stack.

Job requirements


  • Hands-on 2+ years of managerial experience having managed 3+ subordinates.

  • Hands-on 3+ years of recent technical experience in a Professional Services/Enterprise SRE role.

  • Hands-on 3+ years of experience hosting production systems on k8s.

  • Good understanding of ITIL and Scrum Project management methodologies.

  • Experience in building scalable infrastructure.

  • AWS experience or similar.

  • Strong technical skills and proficiency in multiple functional areas are required; such as infrastructure as Code (CloudFormation/Terraform), containerize orchestration (Docker, Kubernetes), configuration management (Ansible) programming language (Python), logging system (Elastic Stack), CI/CD (Drone CI, Argo CD) and network protocols and standards.

  • Fluent in English with excellent writing/editing and verbal communication skills. Efficiency in Arabic is a plus.

Nice To Have

  • Bachelor's degree in Computer Engineering, Software Engineering, or other IT-related field.

  • Sense of ownership, critical thinking, and ability to drive SRE mindset initiatives across teams. Analytical thinking, excellent communication skills, and being accountable for the results of your decisions.

  • Ability to spend substantial time interfacing with the remote teams on a daily basis.

  • Fluent in English with excellent writing/editing and verbal communication skills. Efficiency in Arabic is a plus.

Egypt, Al Qāhirah, Cairo


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