About the Role
The company is dedicated to improving the production reliability of its platforms, products, and applications for both internal users and external customers. As a senior individual contributor in this role, you will leverage your application support experience combined with engineering skills to detect problems early, restore service effectively, and prevent recurrence. You will investigate across code and runtime dependencies, create useful operational tooling, and collaborate closely with Product Engineering to facilitate service operation and recovery. This position requires working alongside platform leadership, Azure Cloud, NetSecOps, and Information Security, while also partnering with Application Support during customer case investigations and technical incidents.
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Responsibilities
What You’ll Own:
- Understand assigned services end to end—user journeys, application components, data flows, runtime behavior, and third-party dependencies.
- Implement service level indicators and agreed reliability objectives with service owners, covering aspects such as user-relevant availability, latency, and successful processing.
- Build and improve logs, metrics, traces, dashboards, and alerting mechanisms to help operational teams identify customer impact and locate failures quickly.
- Diagnose production issues across application code, APIs, queues, databases, containers, and underlying services. Collaborate with domain engineers as necessary.
- Read source code and trace execution paths to explain failures; develop tested automation, diagnostic tooling, and reviewed reliability improvements.
- Respond to incidents, coordinate technical recovery for assigned services, and provide clear updates on impact, evidence, mitigation, and recovery confidence.
- Engage directly with customers and internal users during complex investigations, explaining findings in accessible language and maintaining communication with Application Support.
- Enhance deployment readiness, health checks, and recovery mechanisms in conjunction with Engineering. Validate changes using staged rollout, operational checks, and established rollback criteria.
- Identify capacity limits and failure modes; conduct performance and resilience testing, including dependency failure and service recovery exercises.
- Use incident reviews, reliability trends, and error-budget consumption data to propose improvement priorities and eliminate repetitive manual operational work.
- Maintain runbooks, secure operational access, and ensure smooth handovers; share knowledge and drive corrective actions through to verified outcomes.
- Within the first six months: Ensure assigned services have documented dependencies, useful health indicators, and actionable runbooks. Address priority observability and recovery gaps, maintaining clear incident and customer communication; initiate engineering improvements that visibly reduce sources of failure or manual operational efforts.
- Within the first twelve months: Demonstrate improvement in agreed reliability measures and recovery performance based on established baselines; reduce recurring incidents and unnecessary alerts by executing verified corrective actions; leverage reliability findings to influence release readiness and engineering priorities, promoting shared operational knowledge across teams.
Qualifications
What We’re Looking For:
- Strong production application support or reliability engineering experience with software products, including management of complex incidents and effective technical communication with customers.
- Proficiency in reading and debugging application code in languages such as Python, Java, C#, Go, or JavaScript/TypeScript, with an ability to connect code behavior with runtime evidence.
- Experience writing maintainable automation or tooling; familiarity with Git for change review and testing prior to production deployment.
- Practical experience with observability, distributed tracing, alerting, and service health measures, with a capacity to distinguish symptoms from contributing causes.
- Working knowledge of Linux, containers, cloud services, APIs, databases, and networking sufficient for troubleshooting within a distributed application environment.
- Experience with CI/CD, production change validation, incident response, and recovery, emphasizing attention to access controls and customer data.
- Strong communication skills and independent problem-solving abilities, with documented success in reducing recurring failures or operational efforts through engineering.
Nice to Have
- Familiarity with Kubernetes or OpenShift, Azure, infrastructure as code, and open observability tooling.
- Experience implementing service level objectives, error-budget practices, load testing, or resilience exercises.
- Exposure to AI inference or data-processing platforms, including an understanding of dependencies, queue behavior, and specialized capacity constraints.
On-Call Responsibilities
Participate in an agreed production on-call rota, incident response, maintenance, and recovery exercises according to service commitments.
What Working At the company Offers
- Culture: An open, diverse, and inclusive environment that encourages personal growth and focuses on industry-first innovations.
- Career: Exceptional learning, development, and growth opportunities via structured training programs and innovative, high-tech projects.
- Rewards: A competitive remuneration package combined with various perks, including healthcare, education support, and leave benefits.
