Site Reliability Engineer Shift Manager

Job Summary

The Global Command Center (GCC) Site Reliability Engineer (I) is responsible for ensuring the availability, reliability, performance, and operational stability of business-critical applications, infrastructure, and customer-facing services. This role serves as a key member of the Global Command Center, providing proactive monitoring, incident response, problem management, automation, and operational excellence across enterprise environments.

The GCC works closely with application teams, infrastructure teams, cloud engineering, network operations, vendors, and business stakeholders to prevent outages, reduce operational risk, and drive continuous service improvement. The role participates in major incident management, root cause analysis, operational readiness reviews, and reliability engineering initiatives.

Responsibilities

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.

Qualifications

Required Qualifications

• 2+ 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
• Amazon Web Services (AWS)

Monitoring & Observability

• New Relic

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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.