Director of Production Engineering (Reliability Platform Engineering)

Toshiba Global Commerce Solutions is seeking a Director of Production Engineering (Reliability Platform Engineering) to lead the reliability backbone of our global POS, cloud, and middleware platform. This strategic role owns system availability, resilience, performance, observability, and release reliability across a distributed, mission-critical commerce ecosystem. 
 
This leader will unify Site Reliability Engineering (SRE), Resilience & Performance Engineering, Observability, and AI-driven Reliability Automation into one cohesive function. As AI accelerates development velocity, verification and reliability become the core bottlenecks—making this role a cornerstone of our engineering organization. 
 
You will partner closely with Architecture, Cloud Operations, Functional Quality Engineering, and Software Development to ensure predictable reliability, smooth releases, and dramatically fewer Sev-1/Sev-2 incidents. 

Responsibilities 

System Reliability & Uptime: 

• Define and enforce SLO/SLA frameworks, error budgets, and release criteria 

• Lead availability, resilience, and performance strategy across all services. 

• Own MTTR, MTBF, incident prevention, and rollback strategies at scale. 

Unified Reliability Engineering Organization: 

• Lead teams across SRE & L3 Engineering, Resilience & Performance 

• Engineering, Observability & Telemetry, AI Reliability Automation. 

• Build a culture focused on prevention over firefighting. 

Architecture-Level Reliability: 

• Collaborate with Principal Engineers and Architects to define system guardrails, resilience patterns, and failure modes. 

• Ensure high-quality Production Readiness Reviews (PRRs) and architectural consistency. 

Resilience & Performance Engineering: 

• Own chaos, failover, load, stress, and soak testing strategies. 

• Validate store-mode behavior, payment workflows, edge-device dependencies, and multi-service interactions. 

Observability & Telemetry: 

• Ensure complete, accurate signal for logs, traces, metrics, and business health. 

• Partner with AI systems to build intelligent anomaly detection pipelines. 

AI-Driven Release Reliability: 

• Integrate AI-based reliability scoring, resiliency prediction, automated gating, regression analysis, and incident pattern detection. 

• Define the path toward autonomous release reliability pipelines. 

Cross-Org Leadership: 

• Partner with Software Development, Functional Quality Engineering, Cloud Operations, Architecture, and TPM/TPO teams. 

• Drive multi-team initiatives and ensure readiness across complex release trains. 

Required Experience: 

• Bachelors Degree in Computer Science, Engineering or 10-15 years direct experience.
• 10–15+ years in SRE, Reliability Engineering, Production Engineering, Distributed Systems, and Performance/Resilience Engineering
• Proven ownership of uptime and system reliability in complex distributed architectures. 
• Expertise in distributed systems, cloud platforms (AKS, Kubernetes), observability stacks (OpenTelemetry, Grafana, App Insights, Datadog), performance tuning, fault tolerance, network fundamentals, DB/service scaling, chaos testing
• Architectural Leadership: Experience designing resilience patterns (timeouts, retries, hedging, circuit breakers). Strong partnership with architects and senior engineers. 
• Operational Maturity: Led SRE/on-call organizations. Defined SLOs, SLIs, and error budgets at scale. Track record of driving incident prevention culture. 
• Leadership & Communication: Builds strong engineering teams and hires top talent. 
• Influential communicator with executives and cross-functional teams. Highly collaborative and low-ego. 

Preferred Requirements 

• AI-driven anomaly detection, regression analysis, incident clustering, reliability scoring. 

• Experience with retail POS, payments, edge devices, or store environments. 
  Hybrid cloud + edge architectures. 

• Leading reliability transformations and scaling engineering organizations (200→500+). 

Why This Role Matters 

As AI accelerates development velocity, the bottleneck shifts from coding to verification, reliability, and release safety. This role ensures: 
- Uptime becomes engineered, not reactive. 
- Development and QA operate at AI-enabled speed. 
- Our platform grows safely while delivering stability and performance. 
- We match or surpass best-in-class tech organizations (Google, Amazon, Azure, Stripe). 
 
You will build the production engineering foundation that powers our next decade of innovation. 

Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands. Have you ever been in a hurry and made use of the self-checkout at Lowe's Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ's, or Costco? These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader. 
 
The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let's get together to drive the new economy. 
 
Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following: 
 

• Group health coverage (medical, dental, & vision) 

• Employee Assistance Programs 

• Pre-tax spending accounts 

• 401(k) plan (with company match) 

• Company provided life insurance 

• Pet Insurance 

• Employee discounts 

• Generous paid holiday schedule, paid vacation & sick/personal days 

 
 
EEO: 
 
Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 
 
Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email [email protected] to request an accommodation 
 
DIVERSITY, EQUITY & INCLUSION: 
 
We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore, we're committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency). We're passionate about our customers the retail industry and becoming a more responsible company as we help create a brighter future.