Senior Software Engineer - SRE

Role & responsibilities

Participate in 247 follow-the-sun operations and On-Call support, responding to infrastructure alerts and incidents through triage, escalation, service restoration, and effective handoffs.

• Monitor Customer Experience and Operational KPIs, including Customer Issue and DOHD ticket aging, response time, backlog burn-down, escalations, go-live incidents, and RCA SLA compliance.
• Participate in daily triage of new, aging, blocked, and escalated work, ensuring clear ownership and timely closure.
• Troubleshoot customer-critical and platform incidents, collaborating with Engineering, Cloud Platform, Customer Enablement, and Support to restore service.
• Improve DOHD processes for Customer Issues, CE questions, and requests to increase ticket capture, improve routing, and reduce response times.
• Support internal RCA processes through DOHD workflows, SLA tracking, and timely closure of corrective and preventive actions.

Preferred candidate profile

- Engineering degree in Computer Science or a related technical field.

• 3-4 years of experience in DevOps, SRE, Cloud Operations, Platform Engineering, Production Engineering, or a related role.
• *Engineering degree in Computer Science or a related technical field. Production environment.
• Hands-on experience with one or more major cloud providers: AWS, Google Cloud Platform, or Microsoft Azure.
• Hands-on experience with Kubernetes and containerised environments.
• Experience with Infrastructure as Code, preferably Terraform, along with Jenkins, CI/CD, GitOps, and automation practices.
• Strong Linux fundamentals and practical knowledge of networking, troubleshooting, and distributed systems.
• Experience with monitoring, observability, alerting, Incident Management, and production troubleshooting.
• Understanding of On-Call operations, RCA, SLA, SLO, and production reliability practices.
• Strong analytical and troubleshooting skills with the ability to work effectively during customer-critical situations and production incidents.
• Good communication and cross-functional collaboration skills.
• Strong ownership mindset with a focus on customer outcomes, operational excellence, and continuous improvement.

Skills That Are Nice to Have:

• Experience automating repetitive workflows using Python, APIs, or workflow automation.
• Experience with AI-assisted support, knowledge retrieval, and self-service solutions.
• Familiarity with SRE, ITIL, Incident Management, and Problem Management practices.