Site Recovery Manager

Reliability & Service Availability

• Monitor enterprise applications, infrastructure, cloud platforms, and customer-facing services.
• Ensure platform availability, performance, and service health within established SLAs and SLOs.
• Identify service degradation trends and proactively address reliability risks.
• Drive operational improvements to reduce incidents and improve system resiliency.
• Establish and track reliability metrics, KPIs, and service health indicators.
• Develop preventative measures to reduce future service disruptions.

Observability & Monitoring

• Configure and maintain monitoring platforms including:
• AppDynamics
• Dynatrace
• Datadog
• Splunk
• Azure Monitor
• Google Cloud Operations
• ServiceNow Event Management
• Develop dashboards, alerts, and health monitoring solutions.
• Reduce alert fatigue through alert tuning and optimization.

Automation & Engineering

• Automate operational processes and repetitive tasks.
• Develop scripts and tooling using:
• PowerShell
• Python
• Bash
• APIs
• Improve operational efficiency through self-healing and automated remediation capabilities.
• Support infrastructure-as-code and reliability engineering initiatives.

Operational Readiness

• Participate in Operational Readiness Reviews (ORR).
• Validate monitoring, alerting, runbooks, and support procedures prior to production go-live.
• Ensure escalation paths and support models are documented and operational.
• Review application deployments for supportability and operational risks.

Cloud & Infrastructure Support

• Support hybrid environments across:
• Azure
• Google Cloud Platform (GCP)
• AWS
• VMware
• Analyze application, network, database, and infrastructure performance issues.
• Work with engineering teams to optimize platform stability and scalability.

Governance & Reporting

• Produce incident reports, service health updates, operational reviews, and executive summaries.
• Maintain operational documentation, runbooks, and knowledge articles.
• Track service performance metrics and reliability improvements.
• Support audit and compliance initiatives as required.

Required Qualifications

• 6+ years of experience in:
• Site Reliability Engineering
• Production Support
• Systems Engineering
• DevOps
• Network Operations Center (NOC)
• Command Center Operations
• Experience supporting mission-critical production environments.
• Strong understanding of:
• Incident Management
• Problem Management
• Change Management
• Service Level Management
• Experience with ServiceNow or similar ITSM platforms.

Technical Skills

Operating Systems

• Windows Server
• Linux/Unix

Cloud Platforms

• Microsoft Azure
• Google Cloud Platform (GCP)
• Amazon Web Services (AWS)

Monitoring & Observability

• AppDynamics
• Datadog
• Dynatrace
• New Relic
• Splunk
• Azure Monitor
• ServiceNow Event Management

Preferred Qualifications

• Experience working in a Global Command Center environment.
• AWS, Azure, or GCP certifications.
• Experience supporting retail, hospitality, payments, or enterprise SaaS platforms.
• Experience with CI/CD pipelines and DevOps practices.
• Knowledge of SRE concepts including:
• SLI/SLO/SLA management
• Error budgets
• Chaos testing
• Resiliency engineering

Key Competencies

• Critical Incident Leadership
• Technical Troubleshooting
• Problem Solving
• Customer Focus
• Operational Excellence
• Communication Skills
• Executive Presence
• Collaboration
• Continuous Improvement
• Decision Making Under Pressure

Success Metrics

The GCC Site Reliability Engineer will be measured on:

• Service availability and uptime
• Incident response times
• Mean Time to Detect (MTTD)
• Mean Time to Restore (MTTR)
• Reduction in recurring incidents
• Monitoring effectiveness
• Automation adoption
• Operational readiness compliance
• Customer impact reduction
• Service reliability improvements

Work Environment

• 24x7 operational support organization.
• Participation in on-call and major incident rotations.
• Collaboration with global teams across multiple regions.
• Hybrid cloud and enterprise production environments.
• Fast-paced, mission-critical operational setting.