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Manager SRE

Bangalore
Ushur delivers the world’s first Customer Experience Automation platform built specifically for regulated industries. Purpose-built for delivering ideal self-service, Ushur infuses intelligence into digital experiences for the most delightful and impactful customer engagements. Equipped with guardrails and compliance-ready infrastructure, Ushur powers vertical AI Agents for healthcare, financial services and insurance use cases. Designed for rapid code-less deployment with flexible, advanced capabilities for IT and business teams, enterprises can transform customer and employee journeys at scale in the fastest time to value.
 
For remote positions, Ushur’s U.S. hiring is open to candidates who are residents of the following states: AZ, CA, CO, CT, FL, GA, HI, ID, IL, KA, MD, MI, MN, MO, MA, NE, NV, NJ, NC, OH, PA, SC, TX, TN, UT, VA, WA, NY.

 

Ushur is transforming the way enterprises communicate and engage with customers. Fueled by consumer’s self-service demands, enterprises are modernizing customer engagement and experience models. Ushur is fast becoming the platform of choice for Customer Experience Automation™, enabling these enterprises to leapfrog their digital native counterparts and deliver delightful customer and employee experiences. With cutting-edge Conversational AI, Machine Learning and Intelligent Process Automation technologies, Ushur has enabled Fortune 100 enterprises including some of the world’s most well known brands in healthcare, insurance, banking and financial services sectors to automate their customer engagement. Cloud-native, 100% no-code and purely workflow-driven, Ushur empowers citizen developers within business operations teams to build AI-powered, fully-automated and omni-channel experience to digitally transform customer journeys end-to-end.

Role

    • Our fast-growing team is seeking a Manager of SRE to join us as we pioneer Customer Experience Automation TM as an Industry category.
As the Manager of SRE you will be responsible for two important charters
    • Operate and manage Ushur’s production cloud
    • Build a white-glove customer support and incident management function
The ideal candidate for this role will be passionate about building a healthy high-performing team, and bring strong technical leadership, a customer-centric focus, and results-oriented action. You will begin as a player/coach while building and continuously improving execution, processes, tools/technology and analytics. 

Responsibilities

    • Build and Manage a world-class SRE team. Design a 24x7 follow-the-sun organization including seamless handover across regions. Mentor and grow team focused on delivering white glove support and incident management service. 
    • Drive data-driven SRE strategy by defining and prioritizing SRE Objectives and Key Results (OKRs) aligned with company mission. This includes setting measurable targets for key service level agreements
    • Manager Enterprise Support function to deliver exceptional white glove experiences at scale in close partnership with our Customer Success, Solution Consulting and Engineering teams.
    • Responsible for ensuring that the Ushur platform runs reliably in production. Partner with the DevOps, Security and Engineering teams to automate deployment, monitoring and observability of the production cloud. 
    • Bring deep technical expertise in Ushur Customer Experience Automation.
    • Provide customers with ongoing technical support and incident management for complex issues and support escalations.
    • Optimize and automate support processes including improving the reliability of on-call processes, managing incidents, updating runbooks and documentation, reviewing RCAs and recommending solutions to prevent the recurrence and severity of incidents.
    • Cross-functionally to drive positive customer outcomes. Engage with Product, Sales, Customer Success, Solution Consulting, Security, and Engineering, as necessary to make customers successful on our platform

Qualifications

    • 5+ years of experience of SRE/CloudOps  Manager/Lead  role in Enterprise SaaS 
    • Track record of developing and mentoring great talent, building and motivating high-achieving teams. Ability to lead diverse teams across multiple time zones.
    • Business Acumen - Ability to quickly grasp and adapt to a variety of customer verticals, geographies, and business structures.
    • Excellent verbal, written, and presentation skills with the ability to absorb complex technical concepts and communicate them to a non-technical audience
    • Highly organized, collaborative and detail-oriented
    • Deep experience  with AWS cloud services, Kubernetes , REST APIs, Linux
    • Experience with DevOps processes and Build deployment, and orchestration technologies Passion for technology and for being a part of a fast-growing SaaS startup where we move quickly and wear many hats
    • Flexible approach, able to operate effectively with uncertainty and change
    • Driven, self-motivated, enthusiastic and with a “can do” attitude

Benefits

    • Great Company Culture. We pride ourselves on having a values-based culture that is welcoming, intentional, and respectful. 
    • Bring your whole self to work. We are focused on building a diverse culture, with innovative ideas where you and your ideas are valued. We are a start-up and know that every person has a significant impact! 
    • Rest and Relaxation. 20 days of flexible leaves per year, Monthly Wellness Day (aka a day off to care for yourself) and more!
    • Health Benefits. Preventive health checkups, Medical Insurance covering the dependents, wellness sessions, and health talks at the office
    • Keep learning. One of our core values is Growth Mindset - we believe in lifelong learning. Certification courses are reimbursed. Ushur Community offers wide resources for our employees to learn and grow.
    • Flexible Work. In-office or hybrid working model, depending on position and location. We seek to create an environment for all our employees where they can thrive in both their profession and personal life.

Why join us?

    • We are passionate about Ushur, our product, and helping our employees grow and develop in their career in a caring, collaborative environment. We offer a very competitive compensation plan & stock options for the ideal candidates.
 
As an AI-first company, Ushur encourages all team members—across every function—to embrace the opportunities AI brings to our work and our customers. We’re building a culture where continuously deepening our understanding of AI technologies and their practical applications is part of how we grow and deliver value. Team members are expected to leverage AI tools to enhance productivity, collaboration, and customer outcomes—and to support the adoption of Ushur’s AI-powered capabilities wherever they can drive impact. The ideal candidate is curious, adaptable, and proactive in exploring how AI can transform the way we work.
 
Why Join Us?
 
Thriving Company Culture. At Ushur, we foster a values-driven culture that prioritizes respect, inclusion, and collaboration. We empower every individual to thrive, contribute innovative ideas, and make a meaningful impact in a supportive and dynamic environment.
 
Bring Your Whole Self to Work. We celebrate diversity and believe that innovative ideas thrive in an inclusive environment where every team member is valued. As a dynamic start-up, we recognize that every individual makes a significant impact.
 
Rest and Recharge. Take advantage of unlimited PTO, wellness days (10 per year), paid holidays (10 holidays + full week off at the end of December), and more to prioritize your well-being and maintain balance.
 
Comprehensive Health Benefits. We’ve got you covered with health, dental, and vision plans tailored to meet the needs of you and your loved ones, plus additional offerings like life insurance, accident coverage, and more.
 
Invest in Your Future. We provide a 401(k) plan to support your retirement savings and stock options to give you a stake in our company’s success and growth.
 
Embrace Growth. One of our core values is Growth Mindset – we believe in lifelong learning. We offer opportunities to support your development, including assistance with certifications and continuing education related to your role at Ushur.
 
Flexible Work Options. We understand the importance of flexibility. For employees based near our HQ, we offer a hybrid work model that balances collaboration and autonomy. Fully remote roles are available for employees located outside of the HQ area, ensuring everyone can thrive in an environment that works best for them.

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