Site Reliability Engineer (SRE)

We are seeking an experienced Site Reliability Engineer (SRE) with 4 to 8 years of technical expertise to join our SRE and observability team within the CIO RUN function. In this role, you will act as a critical bridge between engineering and operations, driving system stability, proactive detection, and rapid incident mitigation across enterprise systems.

You will be responsible for hands-on configuration of observability platforms, triaging system alerts and user reports, managing incident response workflows, and enforcing end-to-end ITIL lifecycles (Incident, Problem, and Change Management).

Key Responsibilities

• Partner and collaborate with end users to understand administrative needs, resolve issues, and meet business requirements.
• Handle both end-user tickets and monitoring tickets from an ITIL perspective with end-to-end ownership, maintaining required response and resolution SLA targets.
• Liaise with the problem manager to identify repeated incidents and engage with level 2 or domain teams for permanent fixes.
• Manage high-impact major incidents (P1/P2) and perform initial-level troubleshooting and triaging.
• Develop and mentor others around application customization via custom objects, validation rules, workflows, flows, process builder, etc.
• Implement, own, and optimize internal processes to improve efficiency.
• Document procedures, policies, and systems in Runbooks, SOPs, and KEDBs/KB Articles.
• Manage and own system administration and help streamline business functionality, including profiles/permissions, role hierarchy, security models, application customization, reports, and dashboards.

Proactive Monitoring & Observability

• Perform hands-on configuration and tuning of synthetic monitors, application performance monitoring (APM), dashboards, and alert rules in platforms such as Datadog and Dynatrace.
• Drive continuous reduction of alert noise and fatigue by establishing alert correlation rules and actionable threshold triggers.
• Assist in application onboarding to ensure proper logging, tracing, and metric standards are enforced prior to operational go-live.

Triage & Incident Management

• Actively triage incoming system alerts and user-reported issues, minimizing Mean Time to Detect (MTTD) and Mean Time to Restore (MTTR).
• Participate in incident swarming and real-time operational response utilizing modern collaboration and ITSM tools such as Incident.io, Datadog, Jira, and Slack.
• Oversee the lifecycle of monitoring tickets, maintaining strict adherence to SLA compliance and response metrics.

Problem & Change Management

• Conduct thorough Root Cause Analysis (RCA) and facilitate Post-Incident Reviews (PIR) to eliminate recurring incidents.
• Maintain and expand the Known Error Database (KEDB) and runbook documentation to mitigate Single Point of Failure (SPOF) risks across operational workflows.
• Review and govern change requests, verifying risk assessments and rollback plans to maintain operational continuity.

Tooling & Integration Management

• Monitor, troubleshoot, and support bi-directional SaaS integrations and data pipelines (e.g., Salesforce-to-Zuora, Workato, AWS Lambda, and EHC/Zendesk platforms).
• Ensure seamless data flow across ticketing and incident management ecosystems, collaborating with engineering leads to resolve integration breaks.

Required Qualifications

• Experience: 4 to 8 years of experience in Site Reliability Engineering (SRE), IT Operations, System Engineering, or NOC environments.
• Observability Mastery: Hands-on experience configuring observability stacks, including log aggregation, metric creation, APM tracing, and visual dashboards using tools like Datadog, Dynatrace, or New Relic.
• ITIL Proficiency: Strong working knowledge of ITIL frameworks, specifically Incident, Problem, and Change Management integration.
• Cloud & Architecture: Technical experience with cloud platforms (AWS/GCP), API integrations, payload troubleshooting, and database querying via SQL.
• Scripting & Automation: Familiarity with scripting languages (Python, Go, PowerShell, or Bash) for automating tasks, processing telemetry data, or building operational reports.
• Operational Drive: Proven track record in reducing alert fatigue, managing complex system environments, and maintaining composure during high-priority outage events.